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1. How does a platform that was specifically built to be hosted enable unlimited scalability and provide cost savings for an organization?
When a service platform is built with the intention of operating in a hosted or cloud based environment, the initial design phase is approached from a significantly different angle. Proprietary hardware takes a back seat to commodity servers. These commodity hardware components are inexpensive to purchase, maintain and replace. Lower cost of hardware and ease of acquisition aide in the rapid expansion of the physical footprint of the platform. Clustering capabilities are built into the core of the application architecture, which allows the software to leverage the scalable physical layer on which it is running. The principle of multi-tenancy allows the customers to reap the rewards of the massively scalable solution. Instead of requiring a 1:1 relationship between the customer (tenant) and the hardware which provides the service, a true cloud based application provides an N:1 environment where resources are allocated and shared dynamically across all customers. If properly implemented, this paradigm significantly lowers operating costs.
2. What measures do you take to create flexible integration strategies that allow companies to implement a hosted contact center within their existing environments?
Keeping a focus on standards based technologies helps solve the majority of challenges in modern integrations. Having a core set of APIs to allow data to flow in and out of the hosted service platform are critical to the success of any integration. Additionally, the ability for a hosted service provider to be agile is extremely important, especially in a scenario where a customer organization has “home grown” CRM/OMS/WFM, etc. The hosted service provider needs to have the ability to facilitate custom integrations without incurring substantial cost that would need to be passed along to the customer.
3. Why do you consider it important to deliver a higher level of personalized support to your customers, not only during the set-up period but afterward as well?
This is something that is extremely important to me on a personal level. I place a high value on my business relationships and I expect most of our customers feel the same way. The early success of Connect First was solidified by our incredible relationships with our customers and vendors. Maintaining, nurturing and expanding those relationships is in the best interest of all parties involved.
We are providing a core infrastructure component for our customers. We want them to have comfort and confidence in their decision to entrust Connect First with such an important piece of their business. Trust is something that needs to be earned and not given out freely. It is not possible to earn the trust of our customers without a strong business relationship to support it. Every employee at Connect First carries this philosophy with them at all times. We are operating in an industry where none of our competitors place any real focus on the relationship side of business. We feel that this is a key differentiator between Connect First and the rest of the SaaS based Contact Center Infrastructure Providers.
4. What customizable ACD and Cloud Routing features allow companies to gain total control over their inbound call flow across multiple contact center locations?
The Connect First user interface provides an outstanding experience in terms of simplicity and ease of use. Tasks that require high-level IT/power users in other platforms are completed with a couple clicks of the mouse in our solution. We pride ourselves on providing elegant solutions to complex telecommunications challenges. The flexibility of our inbound products (ACD, Cloud Routing, Call Tracking, IVR) coupled with our highly intuitive interface give our customers an unmatched level of control over the routing and processing of inbound calls.
5. How do enhanced call reporting capabilities help organizations drive agent performance and make more informed business decisions?
Reports and data are at the heart of any decision making process. Without the information required to make an educated decision, you are simply at the mercy of chance. Having the data needed to adjust telemarketing campaigns, media purchasing, staffing, etc. all in real time is what sets apart the modern and highly effective/efficient contact center from the rest. Using a hosted solution, such as Connect First, enables anyone with internet access to securely access their data to drive decision from anywhere in the world.
6. In what ways does your platform ensure the highest levels of security and PCI compliance?
Connect First follows all industry best practices for securing its applications. Security is a focus at every layer of our hosted solution. This includes Physical (retina scanners, finger print, access cards), Network (Firewalls, Intrusion Detection Systems, DDoS Defense measures), Application (Proper coding practices, data segregation, SQL Injection prevention, etc.). In addition, we work with an outside compliance and security firm to constantly monitor and ensure that our network and applications are secure.