How the Connect First Inbound Contact Center Solution Works

Connect First hardware receives the inbound phone calls in one of several carrier grade, Tier-1 facilities. Call control is passed from the switching hardware to the intelligence layer of the Connect First platform. The intelligence layer takes into account all the confi guration and preferences set by the contact center in the administrative application. If a suitable agent is found, the system will make a connection to the agent via standard land-line, soft-phone, or SIP device.

Once the agent is connected with the system, a whisper message can signal the type of call being received. This whisper message coincides with a Computer Telephony Integration - or CTI - screen pop to the agent’s computer, providing relevant scripting and caller information to allow the agent to properly handle the inbound phone call. Once the call and corresponding work have been completed, the agent is automatically made available and is ready to take the next incoming phone call.

Effi ciently Manage Your Inbound Contact Center Operation

The Connect First Inbound Call Routing Platform was designed to allow for total control over the fl ow of calls into the inbound contact center. With key features such as fl exible scheduling, skills-based agent selections, and Connect First’s proprietary QueueFlow routing engine, inbound contact centers can route calls exactly to predetermined specifi cations. The fully self-service contact center management platform makes it simple and easy to manage and monitor the contact center from anywhere in the world. All that is needed is a web browser and an Internet connection.

About Connect FirstConnect First is a leading contact center solution fi rm focused on enabling client growth and profi tability through a robust portfolio of cloud-based communications solutions. Connect First offers agile integration, reliable performance, and designed and supported by a team of highly experienced engineers, designers and business analysts.

ACD

Solution Brief

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Need a competitive advantage? Learn how to leverage the Connect First Inbound Contact Center Platform and maximize your organization’s potential by visiting www.connectfi rst.com or calling us at (866) 601-3592.

DID (direct inbound dial), Toll-Free, or pure VOIP termination

Connect First works on a consultative basis to help the call center organization determine the most cost-effective solution for terminating calls to the Connect Fist contact center management platform.

Key Inbound Call Routing Features

Skills-Based Agent Routing

Contact centers can fi nd the best agent for the job quickly and effi ciently, or roll-over to fewer overfl ow agents to reduce queue wait times.

Flexible On-Hold Messaging

Inbound callers listen to custom audio and pre-recorded messages while waiting in the queue. Contact centers can promote companies, products or simply provide information.

Estimated Wait Time Announcements

Callers are readily informed of approximate hold times for waiting in the queue before speaking with an available agent.

Call Recording All inbound phone calls are recorded to ensure industry compliance and the highest quality levels.

Real Time Reverse Match Agents and/or supervisors can know the name and address of the caller before a call is presented.

Geo-Spatial Routing Inbound phone calls are routed based on the physical location of the caller.

DNIS Based Call Queues (Gates)

Routing rules are confi gured by Dialed Number Information System or multiple DNIS placed into a group for similar handling.

Exception Handling Supervisors can handle special conditions such as: No Agents, Too Many Calls In-Queue, Out of Hours (Closed), Velocity (caller called too many times), etc.

Direct Agent Dialing Agents are assigned an extension, allowing inbound callers to reach a specifi c agent by a predetermined extension number.

DTMF (Touch Tone) Queue Events

Callers can enter touch-tones to make choices while waiting in the queue, including send to IVR (Interactive Voice Response), Voicemail, schedule a call-back, etc.

Third Party Transfers Send calls to a third party DID or Toll-Free at any point in a call’s life-cycle.

Interactive Voice Response (IVR)

If the required functionality can’t be handled natively by the QueueFlow routing engine, Connect First can pass control to an Interactive Voice Response (IVR) application to provide additional functionality. Simple or complex IVR applications can be developed quickly and easily. Integration with third party databases and web services provides enhanced user experience and functionality.

CRM Integration

The Connect First system can communicate with any number of HTTP or XML enabled CRM packages. In the presence of a proprietary CRM, or one without HTTP support, Connect First will work directly with the contact center provider to develop a tightly integrated contact center solution.

Custom ScriptingCustom dynamic scripts are created to guide agents through call processing. Contact centers can easily capture and store data to associate with the inbound phone call.

Real Time SOAP/Web Service Data Transfers

Real time contact center data is available through Connect First functionality. Data is streamed synchronously via any standard SOAP interface, allowing current systems to identify the inbound phone call the minute it happens.