About Connect First Call Center


Connect First is a cloud-based contact center solution, which provides users various applications such as multi-channel contact management, automated call distribution (ACD), interactive voice response (IVR), computer telephony integration (CTI) and call center scripting and reporting that help them to manage their day-to-day business operations and routines.

Connect First's ACD technology allows the calls to be queued and automatically routed to the relevant resource, which helps users manage customer queries. The solution's IVR functionality allows users to design and automate the process of routing calls based on voice commands or inputs from the customers.

Connect First can be integrated with third-party customer relationship management (CRM) systems. After a call, the solution pulls information from the customer database, where the presence of a third-party CRM helps agents access specific data, allowing them to assist customers according to their requirements.

Services are offered on a monthly subscription basis that includes support via phone, email and other online resources.



Read More

Supported Operating System(s):

Windows 7, Windows Vista, Windows XP, Mac OS, Linux, HP-UX, AIX, Solaris, Unix, IBM OS/400, Web browser (OS agnostic), Windows 2000, Windows 8, Windows 10

48 Reviews of Connect First Call Center

Average User Ratings

Overall

4.48 / 5 stars

Ease-of-use

4.5

Value for money

4.5

Customer support

5.0

Functionality

4.5

Ratings Snapshot

5 stars

(29)

4 stars

(15)

3 stars

(2)

2 stars

(2)

1 stars

(0)

Likelihood to Recommend

Not likely

Very likely

Filter reviews by:

Sort by: Most Helpful | Most Recent

Showing 1-20 of 48 reviews

Do you use this product?Write a review

June 2017

Greg from Route2Cloud, LLC

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

June 2017

There is nothing better than working with a forward thinking company that provides great service!

Working with a forward thinking company like Connect First as an integrator allowed us to build our business utilizing their underlying technologies. The software allows us to manage multiple customers within the call center and lead management space.

Pros

Connect First has been a solid partner for us, providing our customers with an innovative diverse product suite. With our customers demanding more real time data, their open API offerings rise to the challenge to meet these demands.

The new admin and agent UI are intuitive and allow for the customization of campaigns and security features allowing management to provide views and alerts of real time campaigns and data to the appropriate managers.

List management is intuitive and allows for a good workforce management flow.

The IVR and Scripting drag and drop solutions allows our customers to easily make real time changes to their solutions without generating additional customer service requests.

Web service integrations are easy to setup and manage allowing us to pass the requested data to multiple endpoints.

Easy configurations to manage all aspects of campaign, audio , email tfn , did and scheduled tasks.

Tons of canned reporting, with the ability to customize and schedule ad hoc reporting to manage any business case.

Cons

CRM integration could be made more intuitive. Integration with some pre integrated a third party marketing apps would bring some additional value. Would like to see add ons for some AI and channel integration.

October 2018

Morgan from GradGuard

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

2 of 5

Value for money

4 of 5

Customer support

5 of 5

Functionality

4 of 5

October 2018

Incredible Support for an Intricate Product

Overall the support and reporting data is what keeps me loyal to Connect First. They are an amazing company with wonderful employees.

Pros

Connect First's ability to create customized changeable experiences for customers by phone line is revolutionary. Emergency flooding that causes your company to shut down its phone lines? No problem. Remotely you can access their system and quickly change your greetings with the upload of a recording. You can change hours, messaging, hold times, etc. very easy.

Connect First's dashboard feature is fantastic for agencies. You can create a real-time view of the amount of calls received by agent, amount in queue, and show flashing alerts for your team. As a manager it makes your job seamless because it provides a real-time view of how long your agents have been logged in as well as their status. This takes the burden of questioning work off of my hands.

Cons

While the reporting is abundant, it is all self-analyzed. You can download the data but will need to know how to interpret it. These files are extremely large, so it can be frustrating not being able to pick and choose your column values.

Creating new agents and lines can be very cumbersome. It requires contacting support and one wrong switch can skew the entire process. A guided process or a functionality that allowed it to be "tested" would be fantastic. For example, if the user had not been switched to active on the main page, or if you answered questions in the beginning, it would be helpful.

January 2017

Jeffrey from Centah Inc.

Company Size: 51-200 employees

Review Source: Capterra


Ease-of-use

4 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

4 of 5

January 2017

Connect First- Great Prodcut and Absolutely the Best Customer Experience and Support in the Industry

Connect First is a cloud based telephony platform that has an open interface which works directly with my company's proprietary CRM. The system is user friendly, and the technical and customer support is first rate. I have had a few issues over the past year that we have been working in partnership with Connect First, and every time I call, I speak to a "live" representative from their support team, and I have never had to wait for service. They take immediate action on any issue that you raise, and you will get full support until it is resolved. I have nothing but great respect for their Customer Success Management and their Technical and Customer Support. Emily, Joel, Blair, Andrew and my CSM Ryan M. are all top notch. These guys know their stuff. Cheers! Jeffrey Berris Senior Manager, Call Center Operations

Pros

Its easy to use and set-up and they are constantly bettering the platform and evolving based on their customers needs. They have regular releases and are constantly looking to become thee Telephony platform and provider in the space.

Cons

Can't think of any. I would say that they are working on cutting edge technology enhancements which takes time to research and develop and test. I would say I am more impatient, then this is a limitation of the company.

Response from Connect First of Connect First

Replied March 2018

Amazing review, Jeffrey. That makes us very happy to hear that you think we provide the best customer support in the industry. It¿s our commitment to continuously innovate and grow with our customers, and we are glad that you see that. It¿s great to have awesome partners like you!

August 2018

Jeffrey from Centah Inc.

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

4 of 5

August 2018

Best Customer Service Ever!!!!!!!

Connect First has been a strong partner of ours for over the past 4 years. As our business has grown, the platform has grown with us and we continue to see the CF team innovate to ensure that we have the best possible tool for our future. The Customer Service (Customer Success Managers) and Technical Support Desk (Customer Service) is the best I have ever experienced. I know the majority of the team on a first name basis, and when I call I get to speak to someone "live" without having to wait and without having to go through an obnoxious IVR selection. This company takes Customer Experience to the next level. Great leadership and support all around.

Pros

The software continues to evolve and adapt to different industry needs while providing a cloud based VoiP set-up for our business. We have worked with Connect First for the past 4 years and have seen continuous improvements both in design and functionality with the end users in mind.

Cons

There are a few elements that work differently with Connect First which sometimes is frustrating. The system has a lot of robust tools and options, functions and features but does require a proper set-up to take full advantage of the platforms value. There is nothing wrong with the way Connect First functions, its simply different which requires a bit of a learning curve to know what set-up needs to be created in order to get the outcome and performance you come to expect from the system.

July 2018

Chris from United Way of Southern Kentucky

Company Size: 2-10 employees

Review Source: Capterra


Ease-of-use

3 of 5

Value for money

3 of 5

Customer support

5 of 5

Functionality

3 of 5

July 2018

My experience overall has been positive.

We are able to track the number of calls for reporting purposes on a weekly basis, review the incoming call audio for training purposes and monitor call types.

Pros

The customer service and tech support exceeds expectations. Connect First was able to identify necessary changes to firewall rules in order to ensure functionality of another platform could work in collaboration with Connect First's platform.

Cons

My understanding of software features and functionality is limited, more documentation or one on one tutorials might provide a better understanding and instill a greater appreciation for the software features and functionality.

Response from Connect First of Connect First

Replied July 2018

Hi Chris, Thanks so much for taking the time to write a review of Connect First and your experience with our platform. We appreciate you taking the time out of your busy day to do this and value your feedback. We¿re glad to hear you¿re happy with the support you¿ve received through our Technical Operations team and we were able to find a fix to the firewall issue you were experiencing. It¿s also great to hear the call tracking and reporting features are valuable to you and your team. We hear you loud and clear on the need for documentation and good news ¿ it¿s in the works! A comprehensive guide to the ins-and-outs of the platform would undoubtedly be a helpful tool and we¿re working on gathering this information and packaging it in a way that¿s most useful to customers like you. In the meantime, feel free to reach out to your Customer Success Manager about any questions you have regarding how-to¿s, tools, or features on the platform.

June 2017

Shelley from BSG Clearing Solutions/VoiceLog

Company Size: 51-200 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

June 2017

We love the ease of use and the customer support that Connect First provides. Uptime has been 100%!

The ability to utilize an at-home agent base with all of the bells and whistles provided by an on premise ACD. Ease of use for the agents and admins has been wonderful. Uptime and customer service have been perfect. We get a high quality product that provides value to our services.

Pros

Both the agent UI and the admin UI are intuitive and user friendly. We consistently train new agents and the overall ease of use makes this software a breeze to train on. Agent and queue set-up are easy and the ability to clone makes the process go quickly. The admin dashboards are easy to customize and make real-time management of agent activity easy to stay on top of. Overall making supervisory and management more efficient.
We couldn't ask for a better agent and admin experience.

Cons

The new reporting capabilities are fantastic and can be seriously customized. However, new report set-ups are more complicated and less intuitive than their previous reporting capabilities which were more user friendly but had limited customization capabilities.

Response from Connect First of Connect First

Replied March 2018

Thank you Shelley for this wonderful review! We are honored to have customers like you and thank you for your business. Your customer satisfaction is our top priority - so that makes us happy to hear that you love our customer support and intuitive and user-friendly UI!

June 2017

Eric from JetSpring

Company Size: 51-200 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

June 2017

Easy to learn, reliable and great customer support.

It enables us to run our business reliable and confidently. Basically, it allows me as the CEO to sleep well at night.

Pros

I have used a few different cloud call center vendors over the years and there is no question Connect First is the most reliable and has the best customer support. I have heard horror stories about downtime from some of the publicly traded vendors that my colleagues have used.

Cons

The lack of a true omni-channel messaging solution, but I hear that is being released very soon. Right now, we have to use two different platforms for live chat and voice. I am looking forward to being able to use one platform for all of our communication channels.

Response from Connect First of Connect First

Replied March 2018

Hi Eric, we¿re so happy to hear that you¿re loving your experience with Connect First and it allows you to sleep better at night knowing your contact center needs are taken care of. (We really value our sleep too!) You¿re right, we are continuously updating and improving our platform and are working towards a true omni-channel experience. Have you experienced our latest chat functionality? Our full-service live chat software solution gives you instant access to customers via mobile chat (SMS and MMS) and web chat.

July 2018

Anonymous

Verified Reviewer

Company Size: 51-200 employees

Review Source: Capterra


Ease-of-use

4 of 5

Value for money

4 of 5

Customer support

5 of 5

Functionality

5 of 5

July 2018

Connect First has been a great partner for our call routing needs for years.

Enhanced cloud routing capabilities

Pros

Connect First offers a ton of features to really get detailed in how you route your calls and who you route them to. In addition, the amount of reports you can run and look at is almost overwhelming because there are so many!

Cons

Sometimes trying to find the right data can be a little difficult because there are so many options and features. In addition, there will be bugs from time to time with destination changes not being saved or changing settings.

Response from Connect First of Connect First

Replied July 2018

Thanks for your response here. We really value what our customers have to say and appreciate you taking the time to write this review. We love hearing you're happy with the features and simple IVR builder as well as the reporting tools. We are constantly working to improve our platform so it runs as smoothly as possible for you and are working to fix bugs as they are found. If you have any other issues or have a question please feel free to reach out to our Tech Solutions team and they'd be happy to help you out. Thanks again for your review and have a great rest of your day. We appreciate you being a part of the Connect First family.

June 2017

Gee Jay from SixEleven Global Services

Company Size: 501-1,000 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

June 2017

I have never had a solution that is so flexible and easy that actually works 100% all the time!

Pros

I like the access it allows the admin users to configure everything and how CF made it so easy for somebody even if they are not that technically inclined.

Cons

I love the software. It will be perfect if they have technical support on weekends that is available even if its for technical queries only. When testing / configuring something we usually do it on weekends when the call center is OFF and somebody with CF expertise will be a big help.

Response from Connect First of Connect First

Replied March 2018

Gee Jay, thanks so much for the glowing review. We too love when things work as they should! Thanks for you feedback on tech support on weekends, while we do our best to get back to customers as soon as possible (usually under two minutes during normal business hours!) we understand it¿d be great to be able to reach someone on weekends too. We¿ll keep this important feedback in mind. Thanks again for the great review and please reach out if there¿s anything else we can do to help!

July 2018

Greg from Telesource Communications

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

4 of 5

Customer support

4 of 5

Functionality

5 of 5

July 2018

Absolutely easy to implement and support

Allowing our agents to worry more about the customer than how their systems or applications are performing is a incredible benefit.

Pros

The ease of setup and flexibility to change as my business needs change are the biggest pros that we have with the Connect first platform.

Cons

The lack of documentation for customization of specialized scripting or api interactions. We would really like to push the system to have it interface with our ticketing application. Having to manage two separate systems is not efficient.

Response from Connect First of Connect First

Replied July 2018

Hi Greg, Thanks so much for your response here. We care about your experience with our platform and value your feedback. We love hearing how your enjoying the ease of set up and flexibility. As far as documentation, we hear you and we're on it. We're currently in the process of building out full documentation for our platform and features. In the meantime, if you have questions about integrations please reach out to your CSM and we'll help get your questions answered. Thanks again for your response here and we appreciate you being a part of Connect First.

December 2018

Michael from 2-1-1 Northwest Florida

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

4 of 5

Customer support

5 of 5

Functionality

5 of 5

December 2018

Great Product, meets all our needs!

We are an 24/7 Human Information and Referral system, the Connect First platform has allowed us more flexibility and growth capacity to meet the needs of those we serve. Even during a post disaster event when call volume grew by over 1000%, the software accommodated the increase without a single hiccup.

Pros

First, this is a very user friendly platform. Regardless of whether you are a tech wiz or something else, it is easy to learn all the tools the software has to offer and use it quickly. Second, if you are not a tech wiz, the customer and technical support is superior! We have never had a question or need that was not responded to almost immediately - regardless of day or time!

Cons

Have not found any aspects that we are not pleased with and we have been using the platform for two years.

February 2017

Jamie from Fortegra

Company Size: 201-500 employees

Review Source: Capterra


Ease-of-use

3 of 5

Value for money

4 of 5

Customer support

5 of 5

Functionality

3 of 5

February 2017

Happy with Connect First

I have been very happy with Connect First, we have been working in it for just a little over a year now. There are a few things we could use, like productivity reports for agents as well as utilization/occupancy reports. We have spent a lot of time with our Account Manager trying to come up with a report and have had no luck. To me, these are standard call center reports that should be accessible in the reporting studio. I would like to commend the support staff, both technical and the Account Manager (Brice Hogan) as they certainly understand the call center business and work with a great sense of urgency!

Pros

Very easy to use, from a management/reporting perspective. I also enjoy working the such a high caliber of people AND I like the value that I am receiving with this product.

Cons

That I did not know the soft phone was separate and had to be purchased separately. I also understand this is going to change with the new release. I would also like to be included in future release details so we better understand what is in the works.

June 2017

Katherine from a2b fulfillment

Company Size: 51-200 employees

Review Source: Capterra


Ease-of-use

3 of 5

Value for money

4 of 5

Customer support

5 of 5

Functionality

4 of 5

June 2017

Overall great system

Pros

The customer service is great, the system always is working with little downtime. It is easy to get clients set up.

Cons

The new adhock reporting is cumbersome, not super easy to use. Using the IVR studio in Chrome, sometimes does not allow you to unconnect two items.

Response from Connect First of Connect First

Replied March 2018

Hi Katherine, thanks so much for your review and feedback. We¿re sorry you¿re finding the reporting studio cumbersome. We¿re continuously working to update and improve our software¿s functionality and have made significant updates to this area. Hopefully you¿re finding the reporting process smoother and intuitive, but if not and you¿d like further support please reach out to a member of our Customer Success team and we¿ll be happy to assist you to try and make this aspect a bit easier.

February 2019

Layne from Ready Wireless

Company Size: 51-200 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

4 of 5

February 2019

Easy to use, Amazing reliability

Connect First has been a pleasure to work with. They are highly responsive to my questions and requests, and are proactive at continuous improvement of the platform and both user and administrator interface. Reports are easy to run and we've had amazing reliability.

Pros

What I like most is the ease of running multi queue reports. My monthly report management time requirement is 10% of what it was with previous system.

Cons

Dislike? Really don’t have anything I dislike about the system. Least favorite thing: Reports aren’t pretty. But I don’t really care about that. The information is what I want.

June 2017

Michael from CTI, LLC

Company Size: 51-200 employees

Review Source: Capterra


Ease-of-use

4 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

June 2017

Very dynamic software that allows us to provide excellent service to our accounts.

Immense amount of data that has allowed us to find areas of concern within our operation where we could improve our efficiency. Also, allows us to provide data to our customers as requested.

Pros

Excellent reporting capabilities. More data available than I could ever imagine needing for our use as well as our customers' needs. Very reliable.

Cons

User-generated report set up could be a bit more intuitive, but the excellent customer support from ConnectFirst has helped get me over any challenges I might face.

Response from Connect First of Connect First

Replied March 2018

Thank you, Michael, for this great review. We¿re happy to hear that you¿re loving the reporting capabilities to improve your operational efficiency. If you need further support on user-generated reports, please reach out to your Customer Success Manager as they would be happy to help.

January 2017

Kenneth from CliniCallRN LLC

Company Size: 51-200 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

January 2017

A Connect First Fan

Where do I start... Our healthcare communications company has been using Connect First for seven years. We have tried all the others, but there is no other telephony system that even comes close to the Connect First platform. A complete solution for any program large, small, simple or complex. World class technology. World class customer support. World class people. Period.

Pros

The Connect First platform has infinitely configuration - but, yet, is very intuitive to use.

Cons

Get on the Salesforce Ap Exchange ASAP!

June 2017

Sam from Aspen Media

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

4 of 5

Customer support

5 of 5

Functionality

5 of 5

June 2017

CF runs very smoothly, and reporting provides a breakdown of KPI's what are easily accessible.

Pros

The reporting tools are very useful. They proivde a great breakdown of many different key performance indicators.

Cons

Timing out of management tab after just a few moments of not being used. Requires a log in and log out to get back to usage.

Response from Connect First of Connect First

Replied March 2018

Great feedback, Sam. We are so happy to hear our software works smoothly for you and you can easily track, measure, and leverage the KPI¿s you need most. Did you reach out to technical support regarding timing out of the management tab? If so, is everything working smoothly for you now?

January 2017

Chris from United Health Response

Company Size: 51-200 employees

Review Source: Capterra


Ease-of-use

1 of 5

Value for money

2 of 5

Customer support

4 of 5

Functionality

2 of 5

January 2017

Good Support, Poor Product

Having used a variety of phone platforms in the past, I would have to say ConnectFirst has been one of the most frustrating. Doing the simplest of tasks is incredibly convoluted, non-intuitive , and needlessly complex. When the platform is working, it is great, it just takes far more work than it should to set up. Custom reporting is by far the most frustrating part of the system. There is virtually zero documentation to any part of the system and the metrics are often confusing, or inaccurate based on the database they're being pulled from. This is a problem that could easily be eliminated with good documentation. Fortunately, support is generally quick to respond and helpful, but the fact that I have to contact support so frequently is telling. Documentation is needed. Considering setup and management of the system is not intuitive, I would think documentation would be a priority, it is disappoint that it isn't.

Pros

I do not find any redeeming qualities in the software.

Cons

The custom reporting is severely lacking, to the point of ridiculous. It is not in real time, building anything requires comparing it with the live pre-built reports in the management platform just to make sure it is accurate.

Using a platform that cannot do much in the way of bulk editing has wasted a lot of time.

Live telemetry has a significant latency, stats are often reported inaccurately.

Response from Connect First of Connect First

Replied January 2017

Thanks for your feedback, and thanks for being a customer! We're very sorry to hear you've been frustrated with our system. We've been working with our customers to identify areas of the system that could use improvement, with the result being a complete platform overhaul (keep an eye out for ANSEL: coming very soon!), with special attention paid to ease of use, intuitiveness, and logical grouping of settings and features. The release should make it to you within the next month or so, and will feature updated documentation, easier configuration, and faster performance overall. The release includes a bulk editing feature and updated reporting, and live telemetry (now a part of our highly customizable dashboard feature) has received a significant upgrade as well. We sincerely hope these changes address your needs; try out the new platform and let us know what you think! You can always reach us with your feedback and comments. -CS Team

June 2017

Samantha from JM Field Marketing

Company Size: 51-200 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

June 2017

Great support and reporting

Pros

The reporting available and customer support has been superb! The backup received is extremely detailed making it easy to break down campaigns and costs.

Response from Connect First of Connect First

Replied March 2018

Samantha, thank you for this awesome review. We are happy to hear that you have the transparency you need to track your campaigns and costs in order to make data-driven decisions. That¿s the power of good data! If you need any further support please reach out to a member of our Customer Success team and we¿d be happy to assist you.

June 2017

Felipe from BIZ TELECOM Solutions LLC

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

June 2017

Professional. Exceeded expectations.

Streamlined operations and integration. Great data visibility. Overall just a perfect fit.

Pros

Very feature rich Enterprise package. Extensive APIs. Intuitive. Easy to use. State of the art. Top in the industry.

Response from Connect First of Connect First

Replied March 2018

Hi Felipe, thanks for this awesome review. We love it when things are a perfect fit. If you need any additional support please reach out to your Customer Success contact and we look forward to growing our relationship with you!