Connect First

Connect First

par Connect First

Qui utilise Connect First ?

Architecture, fiabilité et évolutivité de niveau entreprise pour le marché des PME, allant de 30 à plus de 10 000 agents.

Description de Connect First

Le logiciel de télécommunication Connect Firsts a été créé pour offrir une approche révolutionnaire à la technologie de centre d'appels. Grâce à cette solution basée sur le cloud, weve a développé une réponse rentable et fiable aux besoins de centres d'appels des entreprises de toutes tailles. Fondée en 2004 et basée à Boulder, dans le Colorado, cette entreprise privée de SaaS propose ses services à plus de 500 clients dans le monde, avec un taux de fidélisation de la clientèle de 97 %. Avec une disponibilité de 99,999 % et une solution conviviale pouvant être entièrement personnalisée.

Informations sur Connect First

Connect First

http://www.connectfirst.com

Fondé en 2004

Prix de Connect First

Connect First n'est pas disponible en version gratuite mais propose un essai gratuit.

Version gratuite

Non

Essai gratuit

Oui

Déploiement

Installation (Mac)

Cloud, SaaS, web

Installation (Windows)

Formation

Formation présentielle

Formation en ligne en direct

Webinaires

Documentation

Ressources d'aide

Service de support permanent (réponse directe)

Support en horaire de bureau

En ligne

Connect First - Fonctionnalités

Logiciels de SVI (serveur vocal interactif)
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 campagnes
Gestion des leads
Gestion des listes
ID d'appelant spécifique à une campagne
Planification des appels
Suivi des appels
Transfert d’appel

Avis sur Connect First

Afficher 5 avis sur 52

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
Jeffrey B.
Account Manager
Vente au détail, 13-50 employés
Temps d'utilisation du produit: plus de deux ans
  • Note globale
    5/5
  • Facilité d'utilisation
    5/5
  • Fonctionnalités
    4/5
  • Support client
    5/5
  • Rapport qualité-prix
    5/5
  • Probabilité de recommander le produit
    9/10
  • Provenance de l'utilisateur 
  • 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.

  • Provenance de l'utilisateur 
  • Publié le 24/08/2018
Carlos C.
ACD Administrator
Télécommunications, 501-1 000 employés
Temps d'utilisation du produit: 1 à 5 mois
  • Note globale
    4/5
  • Facilité d'utilisation
    5/5
  • Fonctionnalités
    3/5
  • Support client
    5/5
  • Rapport qualité-prix
    4/5
  • Probabilité de recommander le produit
    9/10
  • Provenance de l'utilisateur 
  • Publié le 01/10/2019

"Good outbould dialer"

Commentaires: it has been a good experience a few bumps during the implementation but it has been getting more stable.

Avantages: we acquired the ring central blended solution and its a very easy platform to configure, it's very intuitive and the management portal it's very stable and reliable.

Inconvénients: shared username database amongst all their clients, lack of documentation of the product for those who like to learn on their own, integrations can take time.

  • Provenance de l'utilisateur 
  • Publié le 01/10/2019
Chris M.
IT Administrator
Services aux consommateurs, 51-200 employés
Temps d'utilisation du produit: 1 à 5 mois
  • Note globale
    2/5
  • Facilité d'utilisation
    1/5
  • Fonctionnalités
    2/5
  • Support client
    4/5
  • Rapport qualité-prix
    2/5
  • Probabilité de recommander le produit
    0/10
  • Provenance de l'utilisateur 
  • Publié le 16/01/2017

"Good Support, Poor Product"

Commentaires: 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.

Avantages: I do not find any redeeming qualities in the software.

Inconvénients: 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.

Réponse de l'éditeur

envoyé par Connect First le 20/01/2017

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

  • Provenance de l'utilisateur 
  • Publié le 16/01/2017
Greg C.
V.P.
Temps d'utilisation du produit: plus de deux ans
  • Note globale
    5/5
  • Facilité d'utilisation
    5/5
  • Fonctionnalités
    5/5
  • Support client
    5/5
  • Rapport qualité-prix
    5/5
  • Probabilité de recommander le produit
    10/10
  • Provenance de l'utilisateur 
  • 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.

  • Provenance de l'utilisateur 
  • Publié le 13/06/2017
Morgan T.
Director of Customer Experience
Services financiers, 13-50 employés
Temps d'utilisation du produit: plus de deux ans
  • Note globale
    4/5
  • Facilité d'utilisation
    2/5
  • Fonctionnalités
    4/5
  • Support client
    5/5
  • Rapport qualité-prix
    4/5
  • Probabilité de recommander le produit
    8/10
  • Provenance de l'utilisateur 
  • 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.

  • Provenance de l'utilisateur 
  • Publié le 24/10/2018