Connect First Call Center Software


 

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.

 

Connect First Call Center - Outbound dialer
 
  • Connect First Call Center - Outbound dialer
    Outbound dialer
  • Connect First Call Center - Reporting studio
    Reporting studio
  • Connect First Call Center - IVR
    IVR
  • Connect First Call Center - Chat UI
    Chat UI
  • Connect First Call Center - Preview dial
    Preview dial
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

43 Reviews of Connect First Call Center

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October 2018

October 2018

Easy to setup, easy to use

Ease-of-use

Functionality

Product Quality

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Pros

Easy to use
Intuitive interface
Crips design

Cons

Too much "white space"
Widget options are limited

Review Source: Capterra
 

Danixa from Ecco Outsourcing Group
Number of employees: 201-500 employees Employees number: 201-500 employees

September 2018

September 2018

Excellent Software

Ease-of-use

Functionality

Product Quality

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality

This is a user friendly system, you are able to have accurate reports and information about you representatives. You are able to download reports even from a month ago, which makes this a more valuable software.

Pros

Its really easy to use and set up, all of the reports that you run are really accurate and you can be able to see on different lists the campaigns that you are going to dial and you representative as well. You are able to see on real time the sales that you are completing and also the hours that your team has been logged in too.

Cons

I not sure i have found something that I dislike about this software.

Review Source: Capterra
 


August 2018

August 2018

Connect First

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Pros

Easy to use, helpful implementation specialist, and on hand Support Team

Cons

Less mature telephony system compared to most, so bugs will be present.

Review Source: Capterra
 

Jeffrey from Centah Inc.
Number of employees: 11-50 employees Employees number: 11-50 employees

August 2018

August 2018

Best Customer Service Ever!!!!!!!

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

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.

Review Source: Capterra
 

Ramon from Ecco Outsourcing Group
Number of employees: 201-500 employees Employees number: 201-500 employees

August 2018

August 2018

Ramon Corniel Review

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

my experience is very greatfully, because i easy to me to get any information that im looking for, also is very stable plataform.

Pros

The efficiency of all reports, the accurate date, the faster support, everything i recommended

Cons

the reports, the accurate date and the platform

Review Source: Capterra
 

Derick from True Earth Health Products
Number of employees: 51-200 employees Employees number: 51-200 employees

August 2018

August 2018

Customer service goes a long way

Ease-of-use

Functionality

Product Quality

Customer Support

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Support

Connect First is an integral part of our business solution, and while there are occasional issues, as a software developer I appreciate their commitment to quickly resolving any challenges we experience that impact our business.

Pros

Connect First is supported by a quality team of customer service professionals, who have taken the time to help resolve each issue I have come across.

Cons

Transitioning from the previous report delivery service to the new one has been far from flawless.

Review Source: Capterra
 

Greg from Select Senior Insurance
Number of employees: 11-50 employees Employees number: 11-50 employees

July 2018

July 2018

Hardly ever had a problem and if I had a request for change it is done within 24 hours.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
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Product Quality
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Value for Money
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Support

outbound and inbound calling. the ability to creating scripting easily.

Pros

the ease of use and the stability of the software. The phone system has never stopped due to error since we have used it.

Cons

Sometimes I need a report for something and it wont have what I need, but if I talk to them they will make it happen.

Review Source: Capterra
 


July 2018

July 2018

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

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

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.

Review Source: Capterra

  Response: Connect First, Connect First

Date: July 2018

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.

 

MIke from PhoneFusion
Number of employees: 2-10 employees Employees number: 2-10 employees

July 2018

July 2018

System uptime is very good. Customer support is pretty good at resolving the issue on the spot!

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Pros

Integrated softphone
HTML5 UI is very responsive

Cons

Extensive API with very little documentation.

Review Source: Capterra
 

Greg from Telesource Communications
Number of employees: 11-50 employees Employees number: 11-50 employees

July 2018

July 2018

Absolutely easy to implement and support

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
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.

Review Source: Capterra

  Response: Connect First, Connect First

Date: July 2018

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.

 

Morgan from GradGuard
Number of employees: 11-50 employees Employees number: 11-50 employees

July 2018

July 2018

Connecting First with Connect First

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Pros

The ability to create a dashboard to see agent telemetry is elemental in an agency's success. The managers have the ability to quickly monitor and alert of items. The reports that Connect First creates are absolutely incredible.

Cons

The only thing that I dislike is the inability to mass-edit dispositions. Dispositions are the agent's choices for a call reason. It helps managers report on the types of calls they are receiving.

Review Source: Capterra
 

Stephan from MassDrive
Number of employees: 51-200 employees Employees number: 51-200 employees

July 2018

July 2018

Service is excellent. Multiple us platform that is very flexible.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Pros

Flexibility. Can do many different things from calls to reports. Strong system. customer support is very responsive if you have an issue.

Cons

Can lock up every now and then. Rare though. No real cons. It is one of the better soft phone systems I have worked with.

Review Source: Capterra
 

Layne from Ready Wireless
Number of employees: 51-200 employees Employees number: 51-200 employees

July 2018

July 2018

Connect First team is extremely client focused and repsonsive

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

enhanced our ability to manage call center

Pros

It's intuitive, easy to use and integrates call and chat channels well. It is entirely web-based so there are no concerns about installing a specific client and can be used from any location.

Cons

I'm waiting for a "report designer" for clients to design their own reports. The built-in reports are fairly comprehensive but I'd like to customize a few things.

Review Source: Capterra
 

Marshall from Path Forward
Number of employees: 201-500 employees Employees number: 201-500 employees

July 2018

July 2018

Connect First is a good application, but the best part is the people I get to work with.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

Increased reliability, improved support, more flexibility.

Pros

Connect First is fairly user friendly and intuitive. Once you overcome some of the odd abbreviations for different items (Callback-Await-Queue state), it is easier to use. Agents are our "clients" and once they get used to Connect First, they really like it better than the previous system.

Cons

I think there are too many call states. I understand what CF is trying to do, but to expose every little state (often changing once you refresh) adds a little clutter. The reporting needs to be improved to make our other customer (Client Specialists) happy.

Review Source: Capterra
 

Chris from United Way of Southern Kentucky
Number of employees: 2-10 employees Employees number: 2-10 employees

July 2018

July 2018

My experience overall has been positive.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

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.

Review Source: Capterra

  Response: Connect First, Connect First

Date: July 2018

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.

 

Shelley from BSG Clearing Solutions/VoiceLog
Number of employees: 51-200 employees Employees number: 51-200 employees

June 2017

June 2017

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

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

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.

Review Source: Capterra

  Response: Connect First, Connect First

Date: March 2018

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!

 

Jose from Capital valley tech

June 2017

June 2017

very pleasant experience with the dialer and reporting

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Pros

ease of use of dialer, you can configure a lot, pretty much everything. that helps make most automatic.

Cons

the reporting part is kind of confusing and unreliable at times, is not so intuitive and some reports are just too hard to figure out

Review Source: Capterra

  Response: Connect First, Connect First

Date: December 2017

December 2017

 

Thank you Jose for taking the time to rate us. We are always looking to improve and deliver 100% customer satisfaction. Would you be willing to share more with us regarding your reporting needs so we can better serve you?

 

Katie from ZocaLoans
Number of employees: 51-200 employees Employees number: 51-200 employees

June 2017

June 2017

Overall gets the job done

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

It allows us to manage a large amount of call volume to our call center. It also allows for us to pull recorded calls for audit and quality control purposes.

Pros

The customer service has been great in helping us set up queues and other issues. We like the different recording options. There are many ways to search for recorded calls to help eliminate calls we don't need.

Cons

Setting up the queues can be challenging and not all calls are recorded and stored. When pulling calls, the site is not that easy to navigate.

Review Source: Capterra

  Response: Connect First, Connect First

Date: December 2017

December 2017

 

Thank you Katie for taking the time to share your feedback. We are happy to hear you enjoy our customer service. As always, we are committed to providing 100% customer satisfaction and are always looking for ways to improve. Would you be willing to hop on a call with us so we can better support you in setting up queues and pulling calls?

 

Michael from CTI, LLC
Number of employees: 51-200 employees Employees number: 51-200 employees

June 2017

June 2017

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

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

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.

Review Source: Capterra

  Response: Connect First, Connect First

Date: March 2018

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.

 

Noah from Suited Connector
Number of employees: 51-200 employees Employees number: 51-200 employees

June 2017

June 2017

I've had a pretty good experience with connect first

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
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Value for Money
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Support
Pros

Has a lot of good call center features. The IVR set up is good. I like the SOAP/HTTP options to send GET or POST calls with call center parameters. The survey set up is nice and can add custom HTML functionality. Connect First customer support it very good.

Cons

It's based in flash so the interface feels slow and old. The software randomly logs a user out and they have to log back in. Searching for records can be slow.

Review Source: Capterra
 
 
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