Connect First, a provider of cloud routing solutions, has collaborated with OnBrand24, a provider of domestic outsourced call center services, in order to offer more value to its cloud routing clientele.

OnBrand24 delivers domestic, customized inbound call center customer service, order processing, help desk and sales programs designed to boost customer satisfaction and average order size. And now, as a Certified Cloud Routing Destination for Connect First, it hopes to have gained a competitive edge over other contact center solutions providers that are not certified destinations. The company explained that all its agents work on-site, which it believes promotes enhanced quality assurance, knowledge sharing, work performance monitoring and client brand reinforcement.

Connect First’s ACD aims to enable its cloud routing customers to better manage multiple call centers, and they can do so by incurring low cost to route calls. Customers will also be able to realize better answer rates and more comprehensive reporting and monitoring, the company said. Some of the key features of the platform include skills-based contact center agent selections, flexible scheduling and its proprietary QueueFlow routing engine.

Connect First boasts that with its Cloud Routing solution, one can easily manage spikes in call volume by distributing calls among multiple contact centers, including remote centers and home-based agents. It acts as a load balancing solution to simplify the management of inbound call traffic in an automated fashion, based on users’ own business rules. It also serves as a business continuity solution, Connect First said, in that calls are automatically re-routed to alternate centers in the event of a network outage.

Darren Prine, vice president of Sales at Connect First, said, “We are thrilled to be partnered with OnBrand24. OnBrand24 is a true leader within their industry, and we believe they will provide tremendous value to our cloud routing clientele.”