Common question calls or basic information access can be routed through IVR, freeing agents to handle more complex issues. Call centers turn to cloud platforms to save money and enjoy greater functionality and benefits that are also available in a robust IVR platform.

1. Complex IVR
Each call center environment is unique and often has unique needs
in terms of call capabilities. Connect First offers full service IVR
programming, allowing for the development of the complex IVR
interface.With this capability in place, call centers can allow for
complex navigation and transaction completion all through the IVR
platform. Extensive capabilities are available as Connect First focuses
on the specific needs of the call center environment to design the
appropriate IVR approach.
How the Connect First IVR System Works
The Connect First IVR capability is custom-designed by Connect First
engineers to integrate seamlessly with the Connect First hosted call
center infrastructure, ensuring the IVR application relies on the same
components that make up the call center platform. Customers calling
into the hosted call center are given the option to navigate the IVR
or connect directly with a live agent.This extension of the Connect
First hosted call center ensures customers can easily navigate self-
service portals with flexible routing and scheduling. Call center
managers can also track calls and capture vital statistics through the
IVR platform to measure performance.
Interactive Voice
Response in the Cloud
Call Center
Live agents play an important role
in the cloud call center, providing a
quality interaction for the customer. For
instance, where standard information is
needed or the customer is calling during
the off-hours, IVR can be a powerful tool.
Common question calls or basic
information access can be routed through
IVR, freeing agents to handle more
complex issues. Call centers turn to
cloud platforms to save money and enjoy
greater functionality and benefits that are
also available in a robust IVR platform.
About Connect First
Connect First is a leading telecommunications service provider and call center solution
firm focused on enabling growth and profitability through a robust portfolio of cloud-based
communications solutions.As a hosted call center management solutions provider, Connect First
offers a customized platform, designed and supported by a team of highly experienced engineers, designers and
business analysts.
IVR
Solution Brief

2. Custom Audio /
Ring Tones
Inbound callers receive dynamic pre-recorded messages or ring-tones to ensure
proper navigation of the call.
Connect First IVR Features
Real-Time Reverse
Match
The name and address of the caller is identified before the call center agent is
presented with the call.
Real-Time SOAP/Web
Service Data Transfers
Data access is available in real-time as the Connect First platform can stream data
synchronously via any standard SOAP interface allowing the call center system to
know about the call the minute it happens.
Integrated Voicemail
Voicemail recordings can be configured to capture customer messages when call
center agents are unavailable to handle a call.
Real-Time Notifications
Real-time email based notifications sent immediately when a call is missed or a
voicemail is received to ensure rapid response for all customer contacts.
Learn More
To find out how the Connect First Inbound Call Center Platform can help your
organization gain a competitive advantage, please visit www.connectfirst.com.
Geographic Call Routing
Calls are routed based on the physical location of the caller.This feature allows
inbound calls to be routed to the best destination based on the proximity of the
calling party to the location of the destination.
Call Recording
All call center calls are recorded in real-time to ensure the highest levels of quality.