Connect First, a call center solution firm, stated that in response to enthusiastic customer requests, it has launched a new Certified Cloud Routing Destination program. The program will certify contact centers that use and also are trained on the Connect First ACD.
The company claimed that clients can leverage a contact center that has passed the Certified Cloud Routing Destination program to realize several benefits including lower cost, more efficient routing and better reporting.
Connect First asserted that it offers a unified queue in the cloud where calls can be routed to multiple distributed contact centers or assigned to secondary queues such as IVR, or specialized ACD skill groups. Its cloud routing is 100 percent on demand, and is offered as a SaaS (News - Alert) (Software- as- a- Service) solution. The company also claimed that no other platform, service, or premise based equipment can match the level of business continuity offered by ConnectFirst’s Cloud Routing platform.
Some of the advantages of Connect First’s cloud routing are: users can avoid equipment CapEx and reserves, eliminate service disruptions, maximize customer loyalty, increase profitability and more.
Connect First explained that its Cloud-Routing technology is easy to implement, very affordable, and gives in-depth reporting that offers complete transparency. Call centers will not be able to ‘cherry pick’ calls and agents to skew results, as they don’t control which calls can be monitored or recorded. Also Connect First is destination agnostic, and can help clients evaluate overall service levels, identify potential abandonment issues, and help ensure that campaigns are managed effectively.
Connect First was recently honored for Outstanding Innovation and received the 2012 Next Generation Network Leadership Award. “Connect First Cloud Routing has proven it is exceptional and its innovation has contributed to the transformation of the industry,” stated Rich Tehrani, CEO of TMC (News - Alert). “We are pleased to honor Connect First for driving the next generation of technologies that will enable our communications needs.”
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Edited by Brooke Neuman