Connect First Pricing, Features, Reviews & Comparison of Alternatives

Connect First Reviews

Connect First

Cloud software for inbound, outbound & blended call centers

4.38/5 (8 reviews)
243     781

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

Connect First Reviews (8)

Latest reviews

 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 ...

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Reviewed 14th of February by Jamie Huchko

 

 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. ...

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Reviewed 19th of January by Kenneth King

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Connect First Screenshots (6)

Connect First screenshot: View statistics on total inbound calls and agent usage timeConnect 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

Specifications

Intended Users
Mid Size Business, Small Business
Devices Supported
Web-based
Supported Countries
Canada, United States
Supported Languages
English
Support Options
Online Support, Phone Support, Video Tutorials

Connect First Pricing

Pricing model: Subscription

Contact vendor for quote

Competitors Pricing

inContact Contact Center

Pricing model: Subscription

Five9

Pricing model: Subscription
Free Trial: Available (No Credit Card required)

Aircall

Starting from: $30.00/month
Pricing model: Subscription
Free Trial: Available

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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

Benefits

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.

Alternatives to Connect First

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Jamie Huchko

Happy with Connect First

14/02/2017

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.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

10/10

Recommendations to others considering Connect First

n/a

Source: Capterra
Helpful?   Yes   No
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Kenneth King

A Connect First Fan

19/01/2017

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!

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

10/10

Recommendations to others considering Connect First

Please keep focusing on innovation and customer experience as you have for the last 10 years. It sets you apart from everyone.

Source: Capterra
Helpful?   Yes   No
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Connie Janda

Excellent, friendly, reliable customer service.

19/01/2017

I have nothing but good things to say about Connect First. Right from the very start I felt like we were part of the family. The training, quality of their customer service and the resources available have been outstanding. It was quite challenging to learn the platform, but Connect First made it an easy transition and were always available to answer our questions & took the time to train us. Customer service is important to us and Connect First has surpassed our expectations.

Pros

Once you get the hang of it, it's pretty easy to maneuver around. Despite our unique needs, Connect First has been able to work with us to create exactly what we need. Reports are easy to run, and I really like the convenience of the audio library.

Cons

I only have one small thing that I don't like. Under the configure tab, Inbound, under the DNIS tab (whichever gate) the descriptions of the DNIS numbers don't carry over when you move them to another gate. So you have to keep typing the description. It gets a little confusing when you have many DNIS numbers & we rely on the descriptions of finding them.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Monthly

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
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Jeffrey Berris

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

18/01/2017

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.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

8/10

Recommendations to others considering Connect First

If you have someone familiar with any other telephony system, this is easy to use, has a good user interface and will meet small, medium and large size business needs.

Source: Capterra
Helpful?   Yes   No
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Chris Malone

Good Support, Poor Product

16/01/2017

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.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

0/10
Source: Capterra
Helpful?   Yes   No
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gloria arriaga

Great Software, many capabilities, easy of use

18/05/2016

This is a great software, the outstanding technical support makes the difference. I highly recommend Connect First.

Rating breakdown

Ease of use
Customer support
Source: Capterra
Helpful?   Yes   No
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Kristen  Stone

Great company, Great Product

12/05/2016

Customer service is amazing and a great product! Easy to use and up time is excellent!

Rating breakdown

Ease of use
Customer support
Source: Capterra
Helpful?   Yes   No
Read more
Lee Heller

Top Notch Hosting System

09/05/2016

After ten years and four different dialer products, we now have Connect First. My management staff loves the reporting, ease of use, and rock solid uptime. My IT staff love the ease of list management, excellent support staff, and system flexibility. Connect First offers everything you could want in a dialer and at a fair price which senior management likes.

Rating breakdown

Ease of use
Customer support
Source: Capterra
Helpful?   Yes   No
Read more