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Premier Contact Point

Premier Contact Point

Overview

What is 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…

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Recent Reviews
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Popular Features

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  • Recording (5)
    8.7
    87%
  • Warm transfer (5)
    8.6
    86%
  • Interactive voice response (5)
    8.3
    83%
  • Agent dashboard (5)
    8.2
    82%

Reviewer Pros & Cons

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Pricing

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What is 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…

Entry-level set up fee?

  • Setup fee required

Offerings

  • Free Trial
  • Free/Freemium Version
  • Premium Consulting/Integration Services

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Genesys Cloud CX (formerly PureCloud, Genesys Cloud) is a contact center application optimized for automatic call distribution, interactive voice response, email, social media, chat, and text/SMS. It is also a VoIP interconnect service provider.

What is Talkdesk?

Talkdesk is a cloud-based contact center platform with voice, digital channel, and workforce engagement management capabilities. Talkdesk’s key features are its customizable user interface, built-in AI automation, and its integration with numerous CRM and helpdesk applications.

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Features

Contact Center Software

Contact center software allows companies to manage inbound and outbound customer communications across a range of channels at scale, and may or may not include call reporting analytics. These channels can include voice (phone), email, fax, VoIP, webchat, video chat, and social media platforms.

8.6
Avg 8.3

Workforce Optimization (WFO)

Tools that allow managers or team leaders to evaluate and track agent performance.

8.4
Avg 8.2
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Product Details

What is 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.

Premier Contact Point Features

Contact Center Software Features

  • Supported: Agent dashboard
  • Supported: Validate callers
  • Supported: Outbound response
  • Supported: Call forwarding
  • Supported: Click-to-call (CTC)
  • Supported: Warm transfer
  • Supported: Predictive dialing
  • Supported: Interactive voice response
  • Supported: REST APIs
  • Supported: Call scripts
  • Supported: Call tracking
  • Supported: Multichannel integration
  • Supported: CRM software integration
  • Supported: Automatic speech recognition (ASR)
  • Supported: Natural language processing for IVR
  • Supported: Communications forecasting

Workforce Optimization (WFO) Features

  • Supported: Inbound call routing
  • Supported: Omnichannel inbound routing
  • Supported: Recording
  • Supported: Quality management
  • Supported: Call analytics
  • Supported: Historical reporting
  • Supported: Live reporting
  • Supported: Customer surveys
  • Supported: Customer interaction analytics

Omnichannel support Features

  • Supported: Email
  • Supported: Voice (phone)
  • Supported: VoIP
  • Supported: SMS/Text
  • Supported: Live chat channel
  • Supported: Social media channels
  • Supported: Mobile applications

Predictive Analytics Features

  • Supported: Intelligent call routing
  • Supported: Chatbots

Additional Features

  • Supported: Message Apps for Smartphones
  • Supported: Workforce Management

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

Premier Contact Point Competitors

Premier Contact Point Technical Details

Deployment TypesSoftware as a Service (SaaS), Cloud, or Web-Based
Operating SystemsUnspecified
Mobile ApplicationApple iOS, Android, Mobile Web
Supported CountriesAustralia, New Zealand
Supported LanguagesEnglish

Frequently Asked Questions

IPscape, 8x8 Contact Center, and 3CX are common alternatives for Premier Contact Point.

Reviewers rate Outbound response and Click-to-call (CTC) and Inbound call routing highest, with a score of 8.9.

The most common users of Premier Contact Point are from Mid-sized Companies (51-1,000 employees).
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Comparisons

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Reviews and Ratings

(5)

Reviews

(1-5 of 5)
Companies can't remove reviews or game the system. Here's why
Score 9 out of 10
Vetted Review
Verified User
Premier Contact Point has been our Contact Centre Solution for the past 2 years. It offers our organisation the ability to rapidly spin up and close down queues for our projects division, assigning the preferred prefix based on our clients primary location regardless of where we are based, add and remove agents based on skills or allocation to a specific piece of work. We operate a hybrid workforce where some agents WFH full time, others work in the office predominantly. Premier Contact Point allows all our users to feel connected as one team via the dashboards customisable dashboards. All-in-all, we enjoy the configurable nature of the platform to adjust and flex to our business requirements. Support is always available as a backup should we need it.
  • Skill based routing functionality is easy to configure and change as required
  • Offers the ability to rapidly stand up new queues and IVR's
  • Easy to learn and use
  • Service Desk support staff are knowledge and very helpful
  • Resources and helpful tips within the platform, i.e. for reporting
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.
Contact Center Software (13)
53.07692307692307%
5.3
Agent dashboard
80%
8.0
Validate callers
90%
9.0
Outbound response
90%
9.0
Call forwarding
90%
9.0
Click-to-call (CTC)
N/A
N/A
Warm transfer
80%
8.0
Predictive dialing
N/A
N/A
Interactive voice response
80%
8.0
REST APIs
N/A
N/A
Call scripts
90%
9.0
Call tracking
90%
9.0
Multichannel integration
N/A
N/A
CRM software integration
N/A
N/A
Workforce Optimization (WFO) (9)
26.666666666666664%
2.7
Inbound call routing
90%
9.0
Omnichannel inbound routing
N/A
N/A
Recording
90%
9.0
Quality management
N/A
N/A
Call analytics
N/A
N/A
Historical reporting
60%
6.0
Live reporting
N/A
N/A
Customer surveys
N/A
N/A
Customer interaction analytics
N/A
N/A
Omnichannel support
N/A
N/A
Predictive Analytics
N/A
N/A
Score 9 out of 10
Vetted Review
Verified User
Premier Contact Point (PCP) is used to provide a contact centre capability for our multi-branded customer service team located in Australia and The Philippines. It is primarily used to deliver inbound and outbound phone calls, manage employee productivity and deliver IVR services including customer identification, customised messaging and verification for inbound calls.
  • Customer Support
  • Responsiveness to requests
  • Openness to ideas/suggestions/features
  • Modernisation & simplification of UI
PCP is highly configurable and one of its benefits is that we can customise and configure many aspects of the solution, including call routing scripts, setting up new numbers, and other operational configs empowering us as customers to control what we want and when we want it. Support is always there as a backup should we need it
  • Reliability
  • Flexibility
  • Support
Contact Center Software (13)
38.46153846153846%
3.8
Agent dashboard
70%
7.0
Validate callers
80%
8.0
Outbound response
N/A
N/A
Call forwarding
N/A
N/A
Click-to-call (CTC)
N/A
N/A
Warm transfer
100%
10.0
Predictive dialing
N/A
N/A
Interactive voice response
80%
8.0
REST APIs
80%
8.0
Call scripts
90%
9.0
Call tracking
N/A
N/A
Multichannel integration
N/A
N/A
CRM software integration
N/A
N/A
Workforce Optimization (WFO) (9)
21.11111111111111%
2.1
Inbound call routing
N/A
N/A
Omnichannel inbound routing
N/A
N/A
Recording
90%
9.0
Quality management
N/A
N/A
Call analytics
N/A
N/A
Historical reporting
30%
3.0
Live reporting
70%
7.0
Customer surveys
N/A
N/A
Customer interaction analytics
N/A
N/A
Omnichannel support
N/A
N/A
Predictive Analytics
N/A
N/A
  • 5% reduction in AHT
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.
Score 9 out of 10
Vetted Review
Verified User
PCP has been our Contact Centre Software since Oct 2021.We have a main IVR which allows our customers to choose the relevant queue and sub queues. This addressed our need for giving our customers a more efficient service. It offers us the ability to use a virtual hold facility that automatically rings the customer when it reaches their place in the queue. We have been able to use the flash notification and post call survey which was implemented using a collaboration approach. The post call survey allows us the ability to analyze our customers interaction with our call centre and gives us statistical data that can be used in forward training and journey mapping. The dashboards both agent and supervisors and reports were individually designed to meet our needs and they are always flexible to accommodate more filters if required. The skill based routing functionality and agent monitoring has been an excellent training aid. The service desk is always contactable and instructions and examples are delivered speedily and follow up is part of the service.
  • All Platforms-voice, email and chat on the one user interface
  • Skill based routing functionality very easy to use and change when required -new agents can be exposed to certain queues.
  • Ability to customise IVR and call flows to suit changing needs
  • Ease of use for the agents and supervisors/ administrators
  • Easy assess to exceptional help desk personnel
  • A detailed documentation around the standard reporting options ie what details you can find in each report.
Premier Contact Point is well suited with the introduction of new agents into the call centre as it gives us the ability to allocate the agent to an individual queue at an appropriate skill level and with experience increase the skill level while introducing another queue on a lower skill level. This coupled with the agent monitoring facility has made training much easier and enabled us to not compromise on the customer's expectation of an effective and efficient interaction. PCP is possibly less appropriate where organisations have older infrastructure and phone systems that don't integrate well.
  • Ease of use for agents in all platforms
  • Ease of use for Administrators in adding users , skill levels and queue allocation
  • Being able to integrate with teams as teams in widely used in our organisation.
Contact Center Software (13)
47.69230769230769%
4.8
Agent dashboard
80%
8.0
Validate callers
N/A
N/A
Outbound response
80%
8.0
Call forwarding
80%
8.0
Click-to-call (CTC)
70%
7.0
Warm transfer
80%
8.0
Predictive dialing
N/A
N/A
Interactive voice response
80%
8.0
REST APIs
N/A
N/A
Call scripts
N/A
N/A
Call tracking
70%
7.0
Multichannel integration
80%
8.0
CRM software integration
N/A
N/A
Workforce Optimization (WFO) (9)
67.77777777777777%
6.8
Inbound call routing
80%
8.0
Omnichannel inbound routing
80%
8.0
Recording
80%
8.0
Quality management
70%
7.0
Call analytics
70%
7.0
Historical reporting
70%
7.0
Live reporting
80%
8.0
Customer surveys
80%
8.0
Customer interaction analytics
N/A
N/A
Omnichannel support
N/A
N/A
Predictive Analytics
N/A
N/A
  • 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
An older legacy application - PCP was far superior with a more modern interface and easy to use
Another well known phone/CRM/helpdesk system - PCP was a more economical choice with equivalent functionality and a better, cleaner user interface - also easier to use and administer
Another well known, global phone system - PCP provided similar functionality at a more affordable price with better local support and easier to configure by call centre leadership
Chang Yang Lim, PMP | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
As we transformed Call Centre into Customer Care, we need a telephony platform to empower the agents to be able to interact with our customers in the frictionless experience. To have the flexibility to allow agents to work on various network, fixed lines, mobile, internet calling and Premier Contact Point offerings address our needs perfectly!
  • Customer focus and attention to details
  • Superior infrastructure for quality conversation with customers
  • Easy to use
  • Functionalities that fit the agents needs
  • UI can be improved to meet the industry changes
Premier Contact Point listens to customer needs and adjust their platforms accordingly. In addition, their superior infrastructure provides the top notch call quality regardless where agents are located and agents connectivity. Their IVR is highly configurable and empowered business to adapt easily
  • Superior Call Quality
  • Flexible Call routing
  • Ease to use
Contact Center Software (13)
80.76923076923077%
8.1
Agent dashboard
100%
10.0
Validate callers
90%
9.0
Outbound response
100%
10.0
Call forwarding
90%
9.0
Click-to-call (CTC)
100%
10.0
Warm transfer
100%
10.0
Predictive dialing
90%
9.0
Interactive voice response
100%
10.0
REST APIs
N/A
N/A
Call scripts
90%
9.0
Call tracking
100%
10.0
Multichannel integration
90%
9.0
CRM software integration
N/A
N/A
Workforce Optimization (WFO) (9)
82.22222222222221%
8.2
Inbound call routing
100%
10.0
Omnichannel inbound routing
90%
9.0
Recording
100%
10.0
Quality management
90%
9.0
Call analytics
90%
9.0
Historical reporting
90%
9.0
Live reporting
90%
9.0
Customer surveys
90%
9.0
Customer interaction analytics
N/A
N/A
Omnichannel support
N/A
N/A
Predictive Analytics
N/A
N/A
  • Ease to use - reduce agent handling
  • Affordable plans to suit organisation needs
December 20, 2022

PCP? - it's a yes from me

Briar Mitchell | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Premier Contact Point is the supporting voice interaction software for our health division contact centres nationally. <br>PCP enables our customer service team to be connected to a geographically spread customer base, streaming and identifying geo-location of calls. <br>I find the ability to personally manage/customise the agent profiles, call administration and reporting a plus for the agility of our business. <br>Workplace flexibility arrangements and PCP go well together, as our customer service team can work together from office &amp; remote locations. <br>At present we are not utilising the full breadth of the services offered by PCP and am unable to review these services beyond 'Voice' i.e. SMS. Emil, Chat. The service desk are responsive to queries and have a reasonable turn around with issue resolution &amp; the account manager handles our interactions in a professional, friendly and competent way.
  • Call Recording Review
  • Dashboard interactions
  • Voice/Call handling
  • Customisable reporting
  • Additional Call profile optimisation would be great- more options are always appreciated
  • Option to 'Hold' search parameters in User and team filtering
Agent (user) flexibility in selecting call flows based on pre-set available profiles that are customisable by administrator are a great feature of the PCP product.
The options on when calls go to voicemail, opening and closing queues on a schedule or by exception if offices are closed takes the hassle out of planning queue manning timeframes
  • Customisable Geo-location direction of calls
  • User interactions accross multiple teams, with customisable options on call handling for each team
  • Realtime call recording and review
  • Administration tools are logical and user friendly
  • System access flexibility
  • Maintenance cycles do not require 'Down time'
Contact Center Software (13)
74.61538461538461%
7.5
Agent dashboard
100%
10.0
Validate callers
90%
9.0
Outbound response
100%
10.0
Call forwarding
90%
9.0
Click-to-call (CTC)
100%
10.0
Warm transfer
100%
10.0
Predictive dialing
N/A
N/A
Interactive voice response
100%
10.0
REST APIs
N/A
N/A
Call scripts
90%
9.0
Call tracking
100%
10.0
Multichannel integration
N/A
N/A
CRM software integration
100%
10.0
Workforce Optimization (WFO) (9)
86.66666666666666%
8.7
Inbound call routing
100%
10.0
Omnichannel inbound routing
100%
10.0
Recording
100%
10.0
Quality management
90%
9.0
Call analytics
100%
10.0
Historical reporting
100%
10.0
Live reporting
100%
10.0
Customer surveys
N/A
N/A
Customer interaction analytics
90%
9.0
Omnichannel support
N/A
N/A
Predictive Analytics
N/A
N/A
  • Abandoned Call % has reduced by 2% over the last 12 months
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