Cloud Call Center Featured Article

August 08, 2012

Connect First Gaining Competitive Edge, Provides Cloud Routing Solution for Call Center Efficiency

Cloud Call Center Resource Contributor

Cloud routing technology combines the best of both worlds – advanced call routing technology and cloud computing architecture. When it comes to managing fluctuating traffic for an expanding call center, cloud routing comes as an ideal solution. By providing a flexible and scalable means of cloud routing, clients are able to virtually manage their inbound calls and reduce their operating costs. In light of this, Connect First, a premier provider of cloud routing solutions for the direct response industry, has come up with its Certified Cloud routing Destination program for call centers.

Cloud routing solutions help increase contact center efficiencies, as well as help produce more detailed and increased transparency reporting. No wonder demands for cloud routing solutions are on the rise; by facilitating intelligent load balancing of inbound calls, Connect First’s hosted cloud routing solution helps rout calls to multiple distributed contact centers or assign to secondary queues, such as IVR or specialized ACD skill groups.

A Certified Cloud Routing Destination is a contact center that uses and has been trained on the Connect First ACD.

If both the cloud routing client and the outsourced call center are using the Connect First platform, the clients are far more likely to enjoy a number of benefits, including lower operational costs, more efficient routing, and better reporting.

With both the client and the outsourced center using the Connect First platform, call routing efficiency inevitably and significantly rises. Connect First essentially has a window into the center’s agent availability, which should translate to the highest answer rate possible.

When an outsourced call center utilizes the Connect First ACD and receives traffic from a Connect First cloud routing customer, that client will be provided with in-depth, detailed reporting through the company’s Central Reporting interface. Clients will additionally be able to see complete, front-to-back, reporting on each call.

“Being both a Cloud routing Provider and having Certified Destinations which clients can route their calls to gives Connect First a unique advantage in the industry,” Connect First’s VP of Sales, Darren Prine explained in a statement.

Connect First was recently honored for Outstanding Innovation by receiving 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. We are pleased to honor Connect First for driving the next generation of technologies that will enable our communications needs,” CEO of TMC Rich Tehrani said in a statement.

Want to learn more about cloud communications? Then be sure to attend the Cloud Communications Expo, collocated with ITEXPO West 2012 taking place Oct 2-5, in Austin, TX. The Cloud Communications Expo will address the growing need of businesses to integrate and leverage cloud based communications applications, process enhancement techniques, and network based communications interfaces and architectures. For more information on registering for the Cloud Communications Expo click here.

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Edited by Allison Boccamazzo



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