Premier Contact Point

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 remote agents the tools they need to reduce call wait times to provide a seamless customer experience.

EASILY INTEGRATED: Premier Contact Point engineers integrate the solution with the user's back office system, including CRM’s such as Salesforce and Dynamics365, so that customer and product data is screen-popped into the agent desktop interface.

REAL TIME AND HISTORICAL REPORTS: Supervisors monitor key metrics on real time dashboards and wall boards. Service Levels are colour coded to provide alerts to aid quick decisions and operational adjustments to bring performance back on track. The range of Business Insight reports provide instant historical snapshots of key metrics such as call times, agent productivity and agent dispositions, to aid scheduling and decision making.

SECURITY AND SUPPORT: Premier Contact Point provides live Australian based support that aims to go beyond just SLA-based break-fix support.