Connect First

by Connect First

Who Uses Connect First?

Enterprise-grade architecture, reliability, and scalability for the SMB market 30 agents to 10,000+ agents.

What Is Connect First?

Connect Firsts telecommunications software was created to offer a revolutionary approach to contact center technology. With our cloud-based solution, weve developed a cost-effective, dependable answer to the contact center needs of companies of all sizes. Founded in 2004 and based in Boulder, Colorado, we are a privately-held SaaS company that boasts over 500 clients worldwide and a 97% customer retention rate. With a 99.999% uptime and a user-friendly solution that can be fully customized to

Connect First Details

Connect First

http://www.connectfirst.com

Founded 2004

Connect First Pricing Overview

Connect First does not have a free version but does offer a free trial.

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Free Version

No

Free Trial

Yes

Deployment

Installed - Mac

Cloud, SaaS, Web

Installed - Windows

Training

In Person

Live Online

Webinars

Documentation

Support

24/7 (Live Rep)

Business Hours

Online

Connect First Features

Auto Dialer Software

Vendor has not completed this information.

Call Centre
Call Logging
Call Recording
Call Routing
Multiple Scripts
Phone Key Input
Survey Management
Text to Speech
Voice Customisation
Voice Mail
Call Monitoring
Call Recording
Call Scheduling
Call Transfer
Campaign Management
Campaign Specific Caller ID
FCC Compliance
FTC Compliance
Lead Management
List Management

Connect First Reviews

Showing 5 of 52 reviews

Overall
4.5/5
Ease of Use
4.2/5
Customer Service
4.8/5
Features
4.2/5
Value for Money
4.3/5
Jeffrey B.
Account Manager
Retail, 13-50 Employees
Used the Software for: 2+ years
  • Overall Rating
    5/5
  • Ease of Use
    5/5
  • Features & Functionality
    4/5
  • Customer Support
    5/5
  • Value for Money
    5/5
  • Likelihood to Recommend
    9/10
  • Reviewer Source 
  • Reviewed on 24/8/2018

"Best Customer Service Ever!!!!!!!"

Comments: 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.

Pros: 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.

Cons: 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.

  • Reviewer Source 
  • Reviewed on 24/8/2018
Carlos C.
ACD Administrator
Telecommunications, 501-1,000 Employees
Used the Software for: 1-5 months
  • Overall Rating
    4/5
  • Ease of Use
    5/5
  • Features & Functionality
    3/5
  • Customer Support
    5/5
  • Value for Money
    4/5
  • Likelihood to Recommend
    9/10
  • Reviewer Source 
  • Reviewed on 1/10/2019

"Good outbould dialer"

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

Pros: 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.

Cons: 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.

  • Reviewer Source 
  • Reviewed on 1/10/2019
Chris M.
IT Administrator
Consumer Services, 51-200 Employees
Used the Software for: 1-5 months
  • Overall Rating
    2/5
  • Ease of Use
    1/5
  • Features & Functionality
    2/5
  • Customer Support
    4/5
  • Value for Money
    2/5
  • Likelihood to Recommend
    0/10
  • Reviewer Source 
  • Reviewed on 16/1/2017

"Good Support, Poor Product"

Comments: 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.

Vendor Response

by Connect First on 20/1/2017

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

  • Reviewer Source 
  • Reviewed on 16/1/2017
Greg C.
V.P.
Used the Software for: 2+ years
  • Overall Rating
    5/5
  • Ease of Use
    5/5
  • Features & Functionality
    5/5
  • Customer Support
    5/5
  • Value for Money
    5/5
  • Likelihood to Recommend
    10/10
  • Reviewer Source 
  • Reviewed on 13/6/2017

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

Comments: 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.

Pros: 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.

Cons: 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.

  • Reviewer Source 
  • Reviewed on 13/6/2017
Morgan T.
Director of Customer Experience
Financial Services, 13-50 Employees
Used the Software for: 2+ years
  • Overall Rating
    4/5
  • Ease of Use
    2/5
  • Features & Functionality
    4/5
  • Customer Support
    5/5
  • Value for Money
    4/5
  • Likelihood to Recommend
    8/10
  • Reviewer Source 
  • Reviewed on 24/10/2018

"Incredible Support for an Intricate Product"

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

Pros: 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.

Cons: 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.

  • Reviewer Source 
  • Reviewed on 24/10/2018