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…
Popular Features
- Recording (5)8.888%
- Warm transfer (5)8.787%
- Interactive voice response (5)8.484%
- Agent dashboard (5)8.282%
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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 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
Premier Contact Point Integrations
Premier Contact Point Competitors
Premier Contact Point Technical Details
Deployment Types | Software as a Service (SaaS), Cloud, or Web-Based |
---|---|
Operating Systems | Unspecified |
Mobile Application | Apple iOS, Android, Mobile Web |
Supported Countries | Australia, New Zealand |
Supported Languages | English |