Collab OneContact CC vs. Premier Contact Point

Collab OneContact is an all around platform that can be used in any situation. It can be used in situation where there isn't a PBX. I've seen some solutions where the platform is integrated, using SIP with a CUCM.

Incentivized

Premier Contact Point is well suited for organisations who are
seeking a configurable contact centre solution that is cost-effective to grow and scale with your organisation and
underpinned by a robust support model.

• Call Flow, ACD and IVR.
• Dynamic platform with the possibility to integrate with the client existing solution.
• Was built to stand alone, with no need for a supporting PBX, or a advanced reporting module.

Incentivized

• Customer Support
• Responsiveness to requests
• Openness to ideas/suggestions/features

• The need to have a Microsoft SQL Server 2012/2014 Standard in order to save the media interactions.
• The email module needs a little more work.

Incentivized

• A detailed documentation around the standard reporting options ie what details you can find in each report.

CUCCX is a great platform but it can't be considered when working with other manufacturers, even if they support SIP. For this reason, when you're building a network that isn't just installed by one provider, I would suggest an approach different from CUCCX (considering VoIP and CC platforms, not routing or switching). OneContact allows the integration between platforms, allowing short number dialing between different contexts, recording other advanced telephony solution. Collab's Customer interaction Hub is a great solution for clients that need a CRM, but don't need much complexity, this mini-CRM is a great asset against the competition and facilitates the deployment of an omni-channel Contact Center.

Incentivized

PCP was one of the least costly options. It's a smaller company, which means better more attentive support. Some of the other solutions we would have been paying for things we wouldn't need or use. We found Amazon Connect was at the other end of the scale, being too simple and not customisable enough. PCP had the right feature set for us.

• It has a low initial CAPEX
• It has low maintenance
• The manufacterer support can be a considerable cost.

Incentivized

• Has helped us improve our responsiveness in terms of reduced wait times
• Has helped route callers to appropriate departments based on IVR selections
• Has provided an easy to administer system for call centre leadership team or internal IT dep't to use without needing to always engage vendor