Premier Contact Point vs. Zendesk Talk

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Premier Contact Point
Score 8.9 out of 10
N/A
Premier Contact Point is a cloud based contact centre solution that aims to: improve the customer experience deliver sound commercial benefits meet all operational and technical requirements, and provide customer service teams with a solution they love using. The vendor also describes the advantages of their solution: FLEXIBLE INTERFACE: Designed to be easy to use, minimise agent training and adoption times, and give…N/A
Zendesk Talk
Score 7.9 out of 10
N/A
Zendesk Talk is call center software built on the Twilio cloud communication platform that integrates with the Zendesk Support ticketing system. This allows customer service teams to provide phone support from the same platform they use to manage all other channels.N/A
Pricing
Premier Contact PointZendesk Talk
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
Premier Contact PointZendesk Talk
Free Trial
NoNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
YesNo
Entry-level Setup FeeRequiredNo setup fee
Additional Details
More Pricing Information
Community Pulse
Premier Contact PointZendesk Talk
Top Pros

No answers on this topic

Top Cons

No answers on this topic

Features
Premier Contact PointZendesk Talk
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
Premier Contact Point
8.6
5 Ratings
3% above category average
Zendesk Talk
8.0
15 Ratings
4% below category average
Agent dashboard8.15 Ratings7.315 Ratings
Validate callers8.44 Ratings7.911 Ratings
Outbound response8.84 Ratings8.513 Ratings
Call forwarding8.44 Ratings7.514 Ratings
Click-to-call (CTC)8.93 Ratings8.612 Ratings
Warm transfer8.65 Ratings7.811 Ratings
Predictive dialing9.01 Ratings7.67 Ratings
Interactive voice response8.35 Ratings8.59 Ratings
REST APIs7.31 Ratings8.06 Ratings
Call scripts8.54 Ratings8.35 Ratings
Call tracking8.74 Ratings7.313 Ratings
Multichannel integration8.22 Ratings7.49 Ratings
CRM software integration10.01 Ratings9.68 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
Premier Contact Point
8.4
5 Ratings
2% above category average
Zendesk Talk
7.2
15 Ratings
14% below category average
Inbound call routing8.84 Ratings7.411 Ratings
Omnichannel inbound routing8.83 Ratings7.49 Ratings
Recording8.75 Ratings7.614 Ratings
Quality management8.23 Ratings7.512 Ratings
Call analytics8.63 Ratings7.512 Ratings
Historical reporting6.75 Ratings6.412 Ratings
Live reporting8.34 Ratings4.613 Ratings
Customer surveys8.22 Ratings8.07 Ratings
Customer interaction analytics9.01 Ratings8.19 Ratings
Best Alternatives
Premier Contact PointZendesk Talk
Small Businesses
CloudTalk
CloudTalk
Score 9.3 out of 10
CloudTalk
CloudTalk
Score 9.3 out of 10
Medium-sized Companies
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 10.0 out of 10
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 10.0 out of 10
Enterprises
Google Cloud Contact Center AI
Google Cloud Contact Center AI
Score 8.9 out of 10
Google Cloud Contact Center AI
Google Cloud Contact Center AI
Score 8.9 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Premier Contact PointZendesk Talk
Likelihood to Recommend
8.9
(5 ratings)
7.8
(15 ratings)
Support Rating
-
(0 ratings)
5.0
(3 ratings)
User Testimonials
Premier Contact PointZendesk Talk
Likelihood to Recommend
Premier Contact Point
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.
Read full review
Zendesk
Zendesk Talk is a great partner that helps us in the customer care area by managing every type of contact with customers (both phone calls and emails). I know there is also the possibility to have integration with instant messaging apps (like messenger and WhatsApp but I have never used them in my experience). In my opinion, the best scenario for Zendesk Talk is represented by a context with a high amount of contacts/requests where a unique platform could be a help both on the external side (customers) and on the internal side (a lot of colleagues who are working in the same area and have to work in a coordinate way). For customers, they could benefit from tailor-made answers, also based on past contacts for the same topic, and avoid waiting times during phone calls, with an immediate follow-up. For internal work management, operators don't overlap in a single request, and even if the same operator is not available the one who manages the request later has complete visibility of the entire topic from the historical point of view. Last but not least, I think that Zendesk Talk helps a lot in the context in which the request's speed is a KPI to manage constantly.
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Pros
Premier Contact Point
  • Customer Support
  • Responsiveness to requests
  • Openness to ideas/suggestions/features
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Zendesk
  • Call recording is a nice feature! It is great for training purposes and for quality assurance.
  • The metrics you get from Explore are a great insight into how the team is handling the call volumes.
  • Zendesk Talk has met most of our needs. It can be a bit unreliable at times.
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Cons
Premier Contact Point
  • A detailed documentation around the standard reporting options ie what details you can find in each report.
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Zendesk
  • The lag on the phone is by far the most annoying thing with Zendesk talk due to the voice over IP.
  • Using the Reporting feature in Zendesk has never been a walk in the park. We have to customize a lot of fields and when something doesn't seem to add up, it at times feels like pulling teeth to get to the final answer of what went wrong.
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Support Rating
Premier Contact Point
No answers on this topic
Zendesk
In our experience, we have had to go through many support people then ultimately getting frustrated enough to go directly to our point of contact who then doesn't always seem to be able to assist. We tend to get the support we need when it is escalated up to me and I reach out to our point of a contact person to express our frustration.
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Alternatives Considered
Premier Contact Point
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.
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Zendesk
Slack and Zoom phones cannot compare because they have no ticketing systems. Zendesk Talk was the only option we considered because we were already using Zendesk for our email ticketing with customer concerns. We then expanded to using Zendesk's chatbot and then the Zendesk Talk system to keep it all integrated and streamlined.
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Return on Investment
Premier Contact Point
  • 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
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Zendesk
  • We were able to reduce global headcount by 20% in our call centers.
  • Allowing customers to leave voicemails creates the personal touch needed and really increases our customer connectivity score. We saw increases in our CSAT scores after the implementation of this solution.
  • Call handling time and case reopen rates both decreased. Y/y it decreased 18% and 60%.
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ScreenShots

Premier Contact Point Screenshots

Screenshot of Premier Contact Point Message Apps smartphones capabilitiesScreenshot of Premier Contact Point Real-Time DashboardScreenshot of Premier Contact Point Salesforce integration