Connect First

Connect First

4.5 / 5 28 reviews

Who Uses This Software?

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


Average Ratings

28 Reviews
Support
  • 4.5 / 5
    Overall
  • 4 / 5
    Ease of Use
  • 5 / 5
    Customer Service

Product Details

  • Starting Price
    Not provided by vendor
  • Free Trial
    Yes
  • Deployment
    Cloud, SaaS, Web
    Installed - Mac
    Installed - Windows
  • Training
    Documentation
    Webinars
    Live Online
    In Person
  • Support
    Online
    Business Hours
    24/7 (Live Rep)

Vendor Details

  • Connect First
  • www.connectfirst.com
  • Founded 2004
  • United States

About Connect First

The core of your business is customer satisfaction. That's why 100% customer satisfaction is at the core of everything we do. We work with 25+ seat companies to optimize their contact centers and achieve 100% customer satisfaction. Were the only solution with 99.999% uptime, less than 2 minute ticket response time from a real person, and unlimited white glove customer service. Unlike other providers where you are just another number, at Connect First our customer experience is our top priority.


Connect First Features

  • Blended Call Center
  • Call Logging
  • Call Monitoring
  • Call Recording
  • Call Scripting
  • Escalation Management
  • Inbound Call Center
  • IVR/Voice Recognition
  • Live Chat
  • Manual Dialer
  • Outbound Call Center
  • Predictive Dialer
  • Progressive Dialer
  • Queue Management
  • Reporting/Analytics

Connect First Reviews Recently Reviewed!


We love the ease of use and the customer support that Connect First provides. Uptime has been 100%!

Jun 22, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
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Pros: Both the agent UI and the admin UI are intuitive and user friendly. We consistently train new agents and the overall ease of use makes this software a breeze to train on. Agent and queue set-up are easy and the ability to clone makes the process go quickly. The admin dashboards are easy to customize and make real-time management of agent activity easy to stay on top of. Overall making supervisory and management more efficient.
We couldn¿t ask for a better agent and admin experience.

Cons: The new reporting capabilities are fantastic and can be seriously customized. However, new report set-ups are more complicated and less intuitive than their previous reporting capabilities which were more user friendly but had limited customization capabilities.

Overall: The ability to utilize an at-home agent base with all of the bells and whistles provided by an on premise ACD. Ease of use for the agents and admins has been wonderful. Uptime and customer service have been perfect. We get a high quality product that provides value to our services.

Vendor Response

by Connect First on March 22, 2018

Thank you Shelley for this wonderful review! We are honored to have customers like you and thank you for your business. Your customer satisfaction is our top priority - so that makes us happy to hear that you love our customer support and intuitive and user-friendly UI!

very pleasant experience with the dialer and reporting

Jun 19, 2017
4/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money

Pros: ease of use of dialer, you can configure a lot, pretty much everything. that helps make most automatic.

Cons: the reporting part is kind of confusing and unreliable at times, is not so intuitive and some reports are just too hard to figure out

Vendor Response

by Connect First on December 20, 2017

Thank you Jose for taking the time to rate us. We are always looking to improve and deliver 100% customer satisfaction. Would you be willing to share more with us regarding your reporting needs so we can better serve you?

Overall gets the job done

Jun 19, 2017
3/5
Overall
3 / 5
Ease of Use
3 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money
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Pros: The customer service has been great in helping us set up queues and other issues. We like the different recording options. There are many ways to search for recorded calls to help eliminate calls we don't need.

Cons: Setting up the queues can be challenging and not all calls are recorded and stored. When pulling calls, the site is not that easy to navigate.

Overall: It allows us to manage a large amount of call volume to our call center. It also allows for us to pull recorded calls for audit and quality control purposes.

Vendor Response

by Connect First on December 20, 2017

Thank you Katie for taking the time to share your feedback. We are happy to hear you enjoy our customer service. As always, we are committed to providing 100% customer satisfaction and are always looking for ways to improve. Would you be willing to hop on a call with us so we can better support you in setting up queues and pulling calls?

Very dynamic software that allows us to provide excellent service to our accounts.

Jun 19, 2017
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
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Pros: Excellent reporting capabilities. More data available than I could ever imagine needing for our use as well as our customers' needs. Very reliable.

Cons: User-generated report set up could be a bit more intuitive, but the excellent customer support from ConnectFirst has helped get me over any challenges I might face.

Overall: Immense amount of data that has allowed us to find areas of concern within our operation where we could improve our efficiency. Also, allows us to provide data to our customers as requested.

Vendor Response

by Connect First on March 27, 2018

Thank you, Michael, for this great review. We¿re happy to hear that you¿re loving the reporting capabilities to improve your operational efficiency. If you need further support on user-generated reports, please reach out to your Customer Success Manager as they would be happy to help.

I've had a pretty good experience with connect first

Jun 13, 2017
3/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
2 / 5
Value for Money
Likelihood to Recommend: 6.0/10 Not
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Pros: Has a lot of good call center features. The IVR set up is good. I like the SOAP/HTTP options to send GET or POST calls with call center parameters. The survey set up is nice and can add custom HTML functionality. Connect First customer support it very good.

Cons: It's based in flash so the interface feels slow and old. The software randomly logs a user out and they have to log back in. Searching for records can be slow.

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

Jun 13, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
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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.

Overall: 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.

I have never had a solution that is so flexible and easy that actually works 100% all the time!

Jun 13, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
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Pros: I like the access it allows the admin users to configure everything and how CF made it so easy for somebody even if they are not that technically inclined.

Cons: I love the software. It will be perfect if they have technical support on weekends that is available even if its for technical queries only. When testing / configuring something we usually do it on weekends when the call center is OFF and somebody with CF expertise will be a big help.

Vendor Response

by Connect First on March 27, 2018

Gee Jay, thanks so much for the glowing review. We too love when things work as they should! Thanks for you feedback on tech support on weekends, while we do our best to get back to customers as soon as possible (usually under two minutes during normal business hours!) we understand it¿d be great to be able to reach someone on weekends too. We¿ll keep this important feedback in mind. Thanks again for the great review and please reach out if there¿s anything else we can do to help!

robust cloud routing and reporting tools

Jun 13, 2017
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pros: Reporting and export tools are easy to use. The technical support team is top notch . The account team is very responsive.

Cons: Process to customize a report or export with added selects is more involved that I would like. Request system email updates and notifications are duplicated.

I have worked with multiple systems in the past. This is by far the worst.

Jun 13, 2017
2/5
Overall
1 / 5
Ease of Use
2 / 5
Features & Functionality
2 / 5
Customer Support
2 / 5
Value for Money

Pros: Time to find a new ACD supplier.

Cons: - Weak, confusing and what seems like inaccurate reporting.
- Significant down time, with no real diagnosis by Connect First.
- Customer Service and Account Management with no sense of urgency and limited product knowledge.
- AHT is not accurate, with Hold apparently mixed into talk time? Sad as we use this to plan staffing needs.
- Seems to have been designed by engineers that had little understanding of the call center world.

Easy to learn, reliable and great customer support.

Jun 13, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
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Pros: I have used a few different cloud call center vendors over the years and there is no question Connect First is the most reliable and has the best customer support. I have heard horror stories about downtime from some of the publicly traded vendors that my colleagues have used.

Cons: The lack of a true omni-channel messaging solution, but I hear that is being released very soon. Right now, we have to use two different platforms for live chat and voice. I am looking forward to being able to use one platform for all of our communication channels.

Overall: It enables us to run our business reliable and confidently. Basically, it allows me as the CEO to sleep well at night.

Vendor Response

by Connect First on March 27, 2018

Hi Eric, we¿re so happy to hear that you¿re loving your experience with Connect First and it allows you to sleep better at night knowing your contact center needs are taken care of. (We really value our sleep too!) You¿re right, we are continuously updating and improving our platform and are working towards a true omni-channel experience. Have you experienced our latest chat functionality? Our full-service live chat software solution gives you instant access to customers via mobile chat (SMS and MMS) and web chat.

Professional. Exceeded expectations.

Jun 13, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
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Pros: Very feature rich Enterprise package. Extensive APIs. Intuitive. Easy to use. State of the art. Top in the industry.

Overall: Streamlined operations and integration. Great data visibility. Overall just a perfect fit.

Vendor Response

by Connect First on March 27, 2018

Hi Felipe, thanks for this awesome review. We love it when things are a perfect fit. If you need any additional support please reach out to your Customer Success contact and we look forward to growing our relationship with you!

Overall great system

Jun 13, 2017
5/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: The customer service is great, the system always is working with little downtime. It is easy to get clients set up.

Cons: The new adhock reporting is cumbersome, not super easy to use. Using the IVR studio in Chrome, sometimes does not allow you to unconnect two items.

Vendor Response

by Connect First on March 27, 2018

Hi Katherine, thanks so much for your review and feedback. We¿re sorry you¿re finding the reporting studio cumbersome. We¿re continuously working to update and improve our software¿s functionality and have made significant updates to this area. Hopefully you¿re finding the reporting process smoother and intuitive, but if not and you¿d like further support please reach out to a member of our Customer Success team and we¿ll be happy to assist you to try and make this aspect a bit easier.

We have been using Connect First for years and it's great!

Jun 13, 2017
4/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: The design and layout make the platform very easy to use. It also has a wide array of reporting tools at your disposal.

Cons: The platform can be buggy at times and crash or have trouble loading. In addition while there is a lot of reporting, there is still more that could be created,

Very user friendly

Jun 13, 2017
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: user friendly. Very easy to teach agents how to use. it is really a self explained system and we really enjoy working in it

Cons: the reporting system is very complex. there are a lot of reports to choose but nt exactly the ones we normally needs.

One less thing to worry about!

Jun 13, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
Likelihood to Recommend: 9.0/10 Not
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Pros: Ease of use, responsiveness, and reliability. Customer service is always ready to help when it comes to any issue or question.

Vendor Response

by Connect First on March 27, 2018

Hi Bryan, thanks so much for this great review. We love hearing you find the platform easy to use and reliable. That¿s our goal! If you need any further support please reach out to a member of our Customer Success team and we¿d be happy to assist you!

Connect First made the ease of transitioning to VOIP technology painless and efficient!

Jun 13, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Connect First is user friendly! Even for those professionals who may not be the most technically advanced, the common sense operational format makes this a tool that is both effective and sensible!

Cons: The internal chat format is a bit cumbersome but still easy to implement among users - it just takes a little getting used to.

Overall: Cost effective operations of our 2-1-1 Call Center.

Works so well for reaching out to our guest in times of need.

Jun 13, 2017
4/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money

Pros: Getting the same message out to our guest, we can record the information and everyone gets the same message instead of several different voices.

Vendor Response

by Connect First on March 27, 2018

Thank you, Jodi, for taking the time to write this review. We are happy to hear that our software helps your team be there when your customers need them most. That¿s exactly what it was designed to do!

CF runs very smoothly, and reporting provides a breakdown of KPI's what are easily accessible.

Jun 13, 2017
4/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money

Pros: The reporting tools are very useful. They proivde a great breakdown of many different key performance indicators.

Cons: Timing out of management tab after just a few moments of not being used. Requires a log in and log out to get back to usage.

Vendor Response

by Connect First on March 27, 2018

Great feedback, Sam. We are so happy to hear our software works smoothly for you and you can easily track, measure, and leverage the KPI¿s you need most. Did you reach out to technical support regarding timing out of the management tab? If so, is everything working smoothly for you now?

Great support and reporting

Jun 13, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: The reporting available and customer support has been superb! The backup received is extremely detailed making it easy to break down campaigns and costs.

Vendor Response

by Connect First on March 27, 2018

Samantha, thank you for this awesome review. We are happy to hear that you have the transparency you need to track your campaigns and costs in order to make data-driven decisions. That¿s the power of good data! If you need any further support please reach out to a member of our Customer Success team and we¿d be happy to assist you.

Happy with Connect First

Feb 14, 2017
4/5
Overall
3 / 5
Ease of Use
3 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Very easy to use, from a management/reporting perspective. I also enjoy working the such a high caliber of people AND I like the value that I am receiving with this product.

Cons: That I did not know the soft phone was separate and had to be purchased separately. I also understand this is going to change with the new release. I would also like to be included in future release details so we better understand what is in the works.

Overall: I have been very happy with Connect First, we have been working in it for just a little over a year now. There are a few things we could use, like productivity reports for agents as well as utilization/occupancy reports. We have spent a lot of time with our Account Manager trying to come up with a report and have had no luck. To me, these are standard call center reports that should be accessible in the reporting studio. I would like to commend the support staff, both technical and the Account Manager (Brice Hogan) as they certainly understand the call center business and work with a great sense of urgency!

Recommendations to other buyers: n/a

A Connect First Fan

Jan 19, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: The Connect First platform has infinitely configuration - but, yet, is very intuitive to use.

Cons: Get on the Salesforce Ap Exchange ASAP!

Overall: Where do I start... Our healthcare communications company has been using Connect First for seven years. We have tried all the others, but there is no other telephony system that even comes close to the Connect First platform. A complete solution for any program large, small, simple or complex. World class technology. World class customer support. World class people. Period.

Recommendations to other buyers: Please keep focusing on innovation and customer experience as you have for the last 10 years. It sets you apart from everyone.

Excellent, friendly, reliable customer service.

Jan 19, 2017
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
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Pros: Once you get the hang of it, it's pretty easy to maneuver around. Despite our unique needs, Connect First has been able to work with us to create exactly what we need. Reports are easy to run, and I really like the convenience of the audio library.

Cons: I only have one small thing that I don't like. Under the configure tab, Inbound, under the DNIS tab (whichever gate) the descriptions of the DNIS numbers don't carry over when you move them to another gate. So you have to keep typing the description. It gets a little confusing when you have many DNIS numbers & we rely on the descriptions of finding them.

Overall: I have nothing but good things to say about Connect First. Right from the very start I felt like we were part of the family. The training, quality of their customer service and the resources available have been outstanding. It was quite challenging to learn the platform, but Connect First made it an easy transition and were always available to answer our questions & took the time to train us. Customer service is important to us and Connect First has surpassed our expectations.

Connect First- Great Prodcut and Absolutely the Best Customer Experience and Support in the Industry

Jan 18, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: Its easy to use and set-up and they are constantly bettering the platform and evolving based on their customers needs. They have regular releases and are constantly looking to become thee Telephony platform and provider in the space.

Cons: Can't think of any. I would say that they are working on cutting edge technology enhancements which takes time to research and develop and test. I would say I am more impatient, then this is a limitation of the company.

Overall: Connect First is a cloud based telephony platform that has an open interface which works directly with my company's proprietary CRM. The system is user friendly, and the technical and customer support is first rate. I have had a few issues over the past year that we have been working in partnership with Connect First, and every time I call, I speak to a "live" representative from their support team, and I have never had to wait for service. They take immediate action on any issue that you raise, and you will get full support until it is resolved. I have nothing but great respect for their Customer Success Management and their Technical and Customer Support.

Emily, Joel, Blair, Andrew and my CSM Ryan M. are all top notch. These guys know their stuff.

Cheers!

Jeffrey Berris
Senior Manager, Call Center Operations

Recommendations to other buyers: If you have someone familiar with any other telephony system, this is easy to use, has a good user interface and will meet small, medium and large size business needs.

Vendor Response

by Connect First on March 27, 2018

Amazing review, Jeffrey. That makes us very happy to hear that you think we provide the best customer support in the industry. It¿s our commitment to continuously innovate and grow with our customers, and we are glad that you see that. It¿s great to have awesome partners like you!

Top notch customer service

Jan 16, 2017
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
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Pros: Ease of use for agents and call center managers who are not in the system on a daily basis. No hidden charges and costs are very reasonable.

Cons: Reporting capabilities, delay in uploading a recording and agent interface.

Overall: I can't say enough how impressed we are with Connect First's customer service. From the first meeting, throughout the implementation they have gone above and beyond to understand our unique needs and create a solution that addressed our pain points with our previous vendor. I would highly recommend them to any organization looking for a true partner.

Vendor Response

by Connect First on January 18, 2017

Michelle, Thank you so much for the positive feedback. We've enjoyed working with you and providing a solution that works for your needs. Thank you so much for the feedback, we depend on our customers to help guide our product development. We have a lot of great things coming out in the next few weeks; that will completely change your user experience. -With Love CF Team

Good Support, Poor Product

Jan 16, 2017
2/5
Overall
1 / 5
Ease of Use
2 / 5
Features & Functionality
4 / 5
Customer Support
2 / 5
Value for Money

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.

Overall: 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.

Vendor Response

by Connect First on January 20, 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

Great Software, many capabilities, easy of use

May 18, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: This is a great software, the outstanding technical support makes the difference. I highly recommend Connect First.

Vendor Response

by Connect First on March 27, 2018

Gloria, we are glad you think our technical support is outstanding! Thank you for this excellent review here, we really appreciate it. Thank you for your support and for being part of the Connect First family!

Great company, Great Product

May 12, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: Customer service is amazing and a great product! Easy to use and up time is excellent!

Vendor Response

by Connect First on March 27, 2018

Kristen, we are very happy to know you find our customer service amazing. Our goal is always 100% customer satisfaction. Thank you for your support and for being part of the Connect First family!

Top Notch Hosting System

May 09, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: After ten years and four different dialer products, we now have Connect First. My management staff loves the reporting, ease of use, and rock solid uptime. My IT staff love the ease of list management, excellent support staff, and system flexibility. Connect First offers everything you could want in a dialer and at a fair price which senior management likes.

Vendor Response

by Connect First on March 27, 2018

Thank you for saying our hosting, reporting, and uptime are top-notch. We think you¿re top notch too Lee.