par Connect First4.5 / 5 52 avis Écrivez votre avis !
Pour qui ?
Enterprise-grade architecture, reliability, and scalability for the SMB market 30 agents to 10,000+ agents.
Notes moyennes52 avis
- Note globale 4.5 / 5
- Facilité d'utilisation 4.2 / 5
- Service client 4.8 / 5
- Fonctionnalités 4.2 / 5
- Rapport qualité-prix 4.3 / 5
Informations sur le produit
- Version gratuite Non
- Essai gratuit Oui
Cloud, SaaS, web
Formation en ligne en direct
Service de support permanent (réponse directe)
Support en horaire de bureau
Informations sur l'éditeur
- Connect First
- Fondé en 2004
En savoir plus sur Connect First
Connect Firsts telecommunications software was created to offer a revolutionary approach to contact center technology. With our cloud-based solution, weve developed a cost-effective, dependable answer to the contact center needs of companies of all sizes. Founded in 2004 and based in Boulder, Colorado, we are a privately-held SaaS company that boasts over 500 clients worldwide and a 97% customer retention rate. With a 99.999% uptime and a user-friendly solution that can be fully customized to
Connect First - Fonctionnalités
- Centre d'appel
- Enregistrement des appels
- Gestion des enquêtes
- Journalisation des appels
- Messagerie vocale
- Personnalisation de la voix
- Prise en charge de plusieurs scripts
- Routage des appels
- Saisie téléphonique
- Synthèse vocale
- Conformité FCC
- Conformité FTC
- Enregistrement des appels
- Gestion des contacts
- Gestion des leads
- ID d'appelant spécifique à une campagne
- Planification des rappels
- Résultats d'appel
- Saisie de leads
- Suivi des appels
- Transfert d’appel
Avis les plus utiles sur Connect First
Publié le 13/06/2017
There is nothing better than working with a forward thinking company that provides great service!
Commentaires: 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.
Avantages: 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.
Inconvénients: 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.
Publié le 24/10/2018
Incredible Support for an Intricate Product
Commentaires: Overall the support and reporting data is what keeps me loyal to Connect First. They are an amazing company with wonderful employees.
Avantages: 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.
Inconvénients: 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.
Publié le 18/01/2017
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.
Senior Manager, Call Center Operations
Avantages: 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.
Inconvénients: 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.
Réponse de l'éditeur
envoyé par Connect First le 27/03/2018
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!
Publié le 24/08/2018
Best Customer Service Ever!!!!!!!
Commentaires: 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.
Avantages: 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.
Inconvénients: 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.
Publié le 05/07/2018
My experience overall has been positive.
Commentaires: 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.
Avantages: 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.
Inconvénients: 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.
Réponse de l'éditeur
envoyé par Connect First le 16/07/2018
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.