Connect First Pricing, Features, Reviews & Comparison of Alternatives

Connect First

Omni-channel cloud contact center

4.48/5 (48 reviews)

Connect First overview

Connect First software is a call center management solution that can be deployed on the cloud and accessed by users via web browser. The software enables the management of all inbound and outbound call center activities.

Connect First presents agents with relevant scripts and caller information helping them to handle calls smoothly. Customizable scripts assist agents in resolving queries quickly and improving customer experience. First Connect's outbound solutions help users to generate relevant leads for calling agents, helping to improve the efficiency of the workforce. Connect First’s unique cloud routing technology optimally utilizes resources and manages increased call volumes by diverting calls to multiple call centers and also to home-based agents.

The software’s reporting solution offers a drag and drop interface and can produce hourly, daily and monthly reports. Users can drag and drop a particular feature into the dashboard to view the related charts. Reports can be prepared by agents, supervisors and managers, and showcased up to three at a time on a single dashboard. Reports can include agents call logs, leads converted and idle time. Different components can be added in a single report.

The software is available on a pay per agent basis and also offers login minute plans. Connect First is integrated with Salesforce and Limelight. Lee Enterprises, Route2cloud.com, a2b Fulfillment and Nutricap Labs are among Connect First's listed customers.
www.connectfirst.com

Pricing

Starting from
$100
Pricing options
Free trial
Subscription
Value for money
View Pricing Plans

Devices

Business size

S
M
L

Markets

United States, Brazil, Canada, Latin America, Mexico

Supported languages

English
Connect First screenshot: View statistics on total inbound calls and agent usage timeNew Product Demo Reporting StudioConnect First screenshot: View inbound traffic detailsConnect First screenshot: View agent disposition reportsConnect First screenshot: Generate custom reportsConnect First screenshot: View up to three reports in a single screen using ConnectFirst's drag and drop interfaceConnect First screenshot: Add different components to ad hoc reports

Connect First reviews

Value for money
Features
Ease of use
Customer support
  4.3
  4.3
  4.3
  4.8
Greg Cogen

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

Used daily for 2+ years
Reviewed 2017-06-13
Review Source: Capterra

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. 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.

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Morgan Thompson

Incredible Support for an Intricate Product

Used daily for 2+ years
Reviewed 2018-10-24
Review Source: Capterra

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

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Jeffrey Berris

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

Used daily for 2+ years
Reviewed 2017-01-18
Review Source: Capterra

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 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.

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Jeffrey Berris

Best Customer Service Ever!!!!!!!

Used daily for 2+ years
Reviewed 2018-08-24
Review Source: Capterra

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. 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.

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Chris Dressler

My experience overall has been positive.

Used daily for 1-2 years
Reviewed 2018-07-05
Review Source: Capterra

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.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.

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Connect First pricing

Starting from
$100
Pricing options
Free trial
Subscription
View Pricing Plans

Omni-channel bundled pricing starting at $100 per seat.

Connect First features

API
CRM Integration
Chat
Contact History
Customizable Branding
Customizable Templates
Instant Messaging
Knowledge Base
Monitoring
Multi-Channel Communication
Surveys & Feedback
Third Party Integration

Activity Dashboard (63 other apps)
Automatic Notifications (70 other apps)
Email Integration (67 other apps)
Prioritizing (58 other apps)
Reporting & Statistics (76 other apps)
Social Media Integration (64 other apps)
Ticket Management (56 other apps)
Workflow Management (56 other apps)

Security and privacy

Encryption

Encryption of sensitive data at rest
HTTPS for all pages

Access control

Multi-factor authentication options

Data policy

Data backup in multiple locations/GEO regions
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Category Leaders ranking

Reviews
Integrations
Mobile
Functionality
Security

#11 in Call Center

View full ranking
42
10
5
0
12
15

GetApp’s ranking highlights the top 25 apps in different categories on GetApp. If an app is listed in more than one category, it has the potential to be ranked in each of these categories. The ranking is independent of any commercial campaign an app vendor has with GetApp. The ranking is based on 5 data points, each scored out of 20: reviews, integrations, mobile apps, media presence, and security.

Connect First also features in these categories:

Additional information for Connect First

Key features of Connect First

  • Inbound call routing
  • Call center management
  • Call recording
  • On-hold messaging
  • Customizable questions
  • Drag & drop interface
  • Automated API
  • Full debug output
  • Third party integrations
  • Real-time notifications
  • Call tracking
  • Real-time analytics
  • Custom caller-ID
  • Web service data transfers
  • Surveying
  • Report templates
  • Automated call-back
  • Historical data
  • Ad hoc reporting
  • Customizable reporting
View All Features

Benefits

Our software is not a collection of features. Instead we focus on a role-centric software stack that delivers a unique and user-friendly experience to ensure your team's success and help grow your business.

White Glove Service - We are the only white glove solution in the industry. From a sales team whose value is measured on your success, to a dedicated implementation team, and unlimited complimentary customer support. Every interaction is designed to make you and your team feel like you matter.

Enterprise grade architecture - no matter the size of your business. We are the only provider with 99.999% uptime SLA, unlimited scalability, and one-click integrations.

Customer-Centric - Our platform is designed to make your agents more productive and engaged, give your supervisors actionable visibility, and empower your admins with the control and flexibility they need so your business can deliver 100% satisfaction.

Connect First’s inbound call routing platform provides a QueueFlow routing engine which direct calls to the agents best able to deal with them (based on agents' skillsets).

The software allows users to monitor their call center operations from anywhere in the world, via an internet connection.

Connect First provides a complex IVR solution fully customized to the customer service goals of the company.

The software’s virtual dialer saves agents' time by automatically filtering out busy signals and answering machines.

The software provides a Connect First Safe feature to handle compliance and DNC regulatory issues.