connect first | cloud contact center software

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Cloud | Contact Center | Software

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Page 1: Connect First | Cloud Contact Center Software

Cloud | Contact Center | Software

Page 2: Connect First | Cloud Contact Center Software

522Customers

200432000+

Agents

80,000,000+

Since

Calls Per Month

Page 3: Connect First | Cloud Contact Center Software

Table of ConTenTsSeCTion 1abouT us

seCTion 23 Pillars for a GreaT CusTomer exPerienCe

seCTion 3ProduCTs

seCTion 4soluTions

seCTion 5ComPlianCe & seCuriTy

seCTion 6How we rank vs. ComPeTiTors

seCTion 7CusTomer TesTimonials

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Page 4: Connect First | Cloud Contact Center Software

Connect First is a leading cloud contact center infrastructure provider that focuses on exceptional customer experiences and rock-solid reliability. Connect First’s robust platform is designed and supported by a team of highly experienced engineers, architects and business analysts, in addition to being backed with award-winning, in-house customer support.

With low up-front costs, unlimited scalability, and mature technology, our system works for you to achieve all your contact center goals. We can enable you to easily and seamlessly create a workforce of at-home and location-based call center agents, allowing you to focus on your business instead of your infrastructure. With agile integration, best-in-class service reliability and 24/7 support, it’s no wonder over 500 customers have trusted us to date. But don’t take our word for it, see how Connect First compared to the other top-ranked cloud-based contact center vendors in an independent survey of the industry by DMG Consulting.

About Us

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Page 5: Connect First | Cloud Contact Center Software

Who We Are

Connect First was founded in 2004, making us one of the most experienced players in the cloud contact center industry. We’re a family of car-racers, parents, mountain climbers, dog lovers, foodies and everything in-between. We hang our hats on creating simple, easy-to-use products that solve complex telecommunications problems, all while backing up those products with world-class customer service.

SoftWAre-AS-A-Service (SAAS)

Connect First recognizes that a capable telecommunications partner enhances the power of your company. Our Software-as-a-Service model delivers the tools that empower your company’s call center agents to operate at their peak productivity. Connect First’s suite allows your staff to be effective, efficient, and precise. Whether you have 100 in-house agents or 5000 at home, our cloud model is designed to satisfy a seamless operation for your business. Our call center services are offered on-demand, and are available as your company’s needs change. Connect First’s high-growth culture will help you expand your global footprint and accelerate revenue.

Page 6: Connect First | Cloud Contact Center Software

3 Pillars for a Great Customer Experience

We create an on-going consultative partnership with you. Through a combination of solid knowledge of the capabilities of our products and constantly inquiring about your evolving business needs, we build trust with each and every one of our clients. We become naturally aligned with our customers and consistently put ourselves in an excellent position to produce successful results.

In everything we do, we believe in putting our customers first, which is why it’s no surprise that we have an industry-best 97% customer retention rate. None of our support is outsourced to other countries or establishments, and much of the Connect First support team is comprised of ex-IBM/Apple geniuses housed right here in our home office in Boulder, Colo. Each and every member of our support team receives extensive training that enables them to answer and resolve any questions/ problems that you may have. Further, we believe that if you have any questions about our technology, you shouldn’t have to pay to have them answered. All of our support is free, with no additional charges for premium support. Lastly, each of our clients has a dedicated account manager to assist with training and support, as well as to provide business expertise in order to maximize the utility of Connect First’s products and ensure best-in-class support.

Many vendors claim to be reliable, but the fact of the matter is their architecture is outdated or poorly designed, lacking geographical redundancy. For 10 years, Connect First has experienced 99.99% uptime. We are in 3 data centers: Dallas, Denver and Atlanta. Within each data center there are clusters of servers (application servers, SIP servers, reporting servers, recording servers, etc.) which are redundant to other clusters. Data centers are also redundant to one another and traffic is load balanced through 8 outbound carriers and 5 inbound toll free carriers. This ensures that there are no carrier issues that keep a client from making or receiving calls. To put it simply, we have no single point of failure within our infrastructure. Additionally, Connect First is PCI Level 1 compliant to ensure safety with transactions, and has an award-winning compliance suite to protect customers from the Telephone Consumer Protection Act (TCPA) legislation.

We believe that a world-class customer expe-rience has a direct correlation to the happi-ness of our employees. If our employees feel undervalued, that will shine through in their interactions with customers. All employees are paid competitive salaries, have unlimited paid days off, get the best healthcare and 401k on the market. Additionally, employees receive world-class perks, including pet insurance, free gym memberships, free weekly catered lunches, and a pet-friendly work environment. Our employees love working at Connect First, and this positive cultural experience acts as a driving force behind our customer service successes.

fanaTiCal suPPorT roCk-solid infrasTruCTureemPowered emPloyee exPerienCe

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Page 7: Connect First | Cloud Contact Center Software

“Without the strength of our culture and the passion of our employees, we would not be able to provide the level of industry-leading customer care that Connect First is known for”

Geoff Mina, CEO & Co-Founder

Page 8: Connect First | Cloud Contact Center Software

Gain total control over your inbound call flow with the Inbound Call Routing Platform. Key features such as skills-based agent selections, flexible scheduling, and our proprietary QueueFlow routing engine ensure you can easily route calls to follow your exact specifications. Our management platform allows you to easily manage and monitor your contact center from anywhere in the world with just a browser and an Internet connection.

ACDOur outbound dialer ensures you get all the benefits of an on-premises dialer, without the delays, headaches, and costs. Once your agents log on, they can immediately begin connecting with live customers answering their calls. Our outbound dialer ensures you get all the benefits of the on-premises dialer, eliminating the delays, headaches and costs.

With our award-winning Cloud Routing functionality, you can easily manage spikes in your call volume, business continuity, and load balancing. Cloud Routing helps you to effectively manage your call traffic through the use of multiple destinations where, according to your preferences, calls are distributed.

Our platform delivers hundreds of detailed “out of the box” reports, including inbound/outbound reports, agent reports, survey reports, and more. These reports are invaluable for driving agent performance, as well as making timely business decisions based on changes in customer behavior. The system’s report scheduler allows for recurring reports to run weekly, daily, hourly, etc.

dialer Cloud rouTinG rePorTinG

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Page 9: Connect First | Cloud Contact Center Software

You can drive greater satisfaction and reduce costs with our powerful Interactive Voice Response (IVR) platform and our all new HTML 5 IVR Studio. We can provide you with a best practices approach to IVR, guiding callers according to predetermined options and call tones. For more complex IVR, we’ll work directly with your development team to ensure that they match your customer service goals.

Consumers today are searching for ways to connect through simple interactions. With OnQ Live Agent Chat, customers can easily interact with the cloud-based contact center through the website. Simply click on the chat option and the “caller” is put into the queue. The first available agent will take the “call” and interact with the customer, providing the necessary information or assistance.

The efficient and effective management of your contact center operations rely on access to real-time streaming data. Design your strategies to enable your agents to respond instantly to client demands with informative and intuitive real-time statistics. Fully-integrated remote call monitoring and visual alerting ensures you achieve the highest possible level of call center quality assurance and customer service.

Realizing a strong ROI on contact center campaigns is always a challenge. Call Tracking allows you to capture vital statistics and contact center metrics so you can maximize your advertising dollars and telemarketing strategies. Need more advanced call flow functionality? Our team of expert engineers can design a low cost IVR solution to meet your needs.

IVR live aGenT CHaT real-Time analyTiCs Call TraCkinG

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Products

Page 10: Connect First | Cloud Contact Center Software

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The Connect First platform for Customer Service teams provides all of the necessary functionality to enable your team. From key reports for the management team to an intuitive dashboard for agents with integrations to your CRM – our cloud platform will help you elevate your business to create an unstoppable customer service team.

Connect First’s contact center solutions for Sales & Marketing teams brings together the best features for finding new leads and delivering improved results on campaigns. You will be able to streamline your process with enhanced efficiencies that allow you to capture new lead information quickly. In addition, you can easily create and modify campaigns and scripts. You will also get deep visibility into all aspects of sales and lead generation activities with the reporting capabilities built into the suite.

Being in an industry where confidential transactions take place every second online or over the phone, it is pertinent to have a system in place not only to ensure a quality connection to your customers, but also a secure one. From banking to collections to financial advisors and mortgage, supporting the finance industry’s many day to day activities is critical – so why not make it easy?

CusTomer serviCe sales & markeTinG finanCe

Page 11: Connect First | Cloud Contact Center Software

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Provide the most innovative and flexible solution to your clients with the Connect First’s solutions for BPOs. As a Business Process Outsourcing (BPO) organization, it is necessary to make your organization responsive to fast changing market conditions and to be scalable for business fluctuations. Because Connect First is a cloud-based solution, outsourcers can scale up or down on a monthly basis, ensuring that you are never paying for more than you use. Cloud-based BPO solutions can help you keep your clients happy with flexible staffing and technology options.

Your business relies on the charitable contribution or volunteer efforts from individuals who believe in your cause. While technology has made it possible to connect in many ways, donors increasingly still want to be able to speak with a person at your organization over the phone. Connect First has spent years working with large non-profit organizations such as the World Wildlife Fund, Wounded Warrior Project, and ASPCA.

Delivering exceptional technical support is a necessity in this day and age. Customer experiences can be the deciding factors between two competing companies. Quick response times as well as efficient resolution times can save a call center both problems and money. Of absolute importance is dependable uptime of the call center solution.

fundraisinG bPo TeCH suPPorT

Solutions

Page 12: Connect First | Cloud Contact Center Software

If you need the ability to dial cell phone numbers without worrying about TCPA compliance, you can request to have a new account created that has no “capacity” for predictive/preview dialing. This account uses a new outbound architecture that does not have access to Predictive, Preview, or Power Dialing. List-loading and Campaign Management for this mode are almost identical to our normal preview dialer, but are completely separate from the original platform making it a safe application. It’s no wonder Connect First Safe has won multiple awards!

safe mode

Compliance & Security

Page 13: Connect First | Cloud Contact Center Software

PCI ComPlianCeConnect First is an approved provider under the PCI DSS (Payment Card Industry Data Security Stand) Certification. Connect First clients can be assured of the highest security standards when conducting payment card transactions through the Connect First Platform. PCI DSS certification requires the company to meet with 12 requirements designed specifically to protect cardholder data, implement strong measures for access control, build and manage a secure network, consistently test and monitor the networks, and ensure the ongoing maintenance of vulnerability management applications and policies regarding information security.

Page 14: Connect First | Cloud Contact Center Software

How We Rank vs. Competitors

ConneCT firsT ranked 1sT amonGsT ComPeTiTors in:

Product System Upgrades

Responsiveness Implementation

Product Innovation Service & Support

Overall Vendor Satisfaction

dmG ConsulTinG Cloud-based ConTaCT CenTer infrasTruCTure rePorT:This is the sixth edition of DMG Consulting LLC’s Cloud-Based Contact Center Infrastructure Market Report. This Report is recognized worldwide as the most comprehensive analysis of this expanding and highly competitive IT sector. It addresses vendors, product functionality, technology, trends and challenges, planned innovation, market share, adoption rates, benefits, return on investment, pricing, implementation best practices, customer satisfaction, and company reviews.

Page 15: Connect First | Cloud Contact Center Software
Page 16: Connect First | Cloud Contact Center Software

“CollegeBound’s dial rate has tripled since taking on Connect First and the reporting tools are significantly better in every way. List management has changed drastically, as have the answer

rates. Call times have also improved, which is something that nearly every Connect First

client will discover. ”

– Alex Levy, CTO

Page 17: Connect First | Cloud Contact Center Software

After an exhaustive search, we selected Connect First as our

call center infrastructure partner. Not just because of their world-

class platform, but for their future vision, unmatched customer service, and willingness to

understand our business and partner with us to create a truly unique and highly sophisticated

call center service.

– Ken King, Chief Compliance Officer

Page 18: Connect First | Cloud Contact Center Software

Some of Our Clients

Page 19: Connect First | Cloud Contact Center Software
Page 20: Connect First | Cloud Contact Center Software

3101 IrIs Avenue suIte 200

Boulder, colorAdo 80301

P: 888.965.1588

e: [email protected]