Connect First Dominates Customer Satisfaction Categories in Independent Survey of Industry Vendors
Friday, February 21, 2014
Boulder, Colorado (PRWEB) February 20, 2014
Connect First received top ranking in 8 of 11 customer satisfaction categories in an independent survey of contact center vendors. The survey is part of DMG Consulting’s "Cloud-Based Contact Center Infrastructure Market Report,” recognized worldwide as the most comprehensive analysis of the cloud-based contact center IT sector.
The report addresses vendors, product functionality, technology, trends and challenges, planned innovation, market share, adoption rates, benefits, return on investment, pricing, implementation best practices, customer satisfaction, and company reviews.
"DMG’s study is a must read for anyone involved in the contact center industry,” said Dan Candee, Connect First COO. "The report contains incredibly valuable information and advice ranging over a variety of topics, from technology, architecture and applications to high-level company, financial, strategy and product overviews of leading vendors within the industry.”
With adoption of cloud-based contact centers growing over 80% in 2011 and over 32% in 2012, competition within the industry is at an all-time high. DMG’s report estimates that there are over 80 vendors in the market, but customers have very little empirical evidence to differentiate one from another.
The 2013 – 2014 Cloud-Based Contact Center Infrastructure Market Report covers 13 leading vendors within the marketplace. DMG Consulting conducted a Vendor Satisfaction Analysis, evaluating the performance of 10 top vendors within the industry: Connect First, 3CLogic, 8x8, Cisco, Echopass, Five9, inContact, Interactive Intelligence, NewVoiceMedia and Verizon.
Connect First dominated the competition, earning the top score in six categories and tying for first in two others. Connect First was highest ranked in product, service and support, system upgrades, responsiveness to product enhancement requests, communication and overall vendor satisfaction. In addition, Connect First tied for first in two other categories: Implementation and product innovation.
"For nearly a decade now, we have been known for our incredible customer service and platform reliability,” said Geoff Mina, Connect First CEO. "The fact that we came out on top of so many other categories is in perfect alignment with the execution of our business objectives. It feels great to be validated by well regarded industry analysts.”
For a more in-depth look at the results of the study, please download the report here.
DMG Consulting and Donna Fluss have been analyzing the cloud-based contact center infrastructure market since 2008. They are an independent research, advisory and consulting firm whose mission is to help their clients build world-class contact centers.
About Connect First: Connect First is an award-winning SaaS telecommunications and cloud contact center software provider that focuses on customer satisfaction and elegant hosted solutions. Connect First offers a robust platform, designed and supported by a team of highly experienced engineers, designers and business analysts, and backed with personalized in-house customer care. Solutions include Cloud Routing, Inbound ACD, Outbound Dialing, Call Tracking, Interactive Voice Response (IVR), Voice Broadcast, Disaster Recovery, Predictive Dialer, Real-Time Telemetry, CDR Reporting, Live Agent Chat and more. Through a consultative approach with each customer interaction, Connect First builds customized solutions to meet the needs of a discerning customer base. Visit http://www.connectfirst.com for more information or a free consultation with a contact center solutions expert.