PCP? - it's a yes from me
December 20, 2022
PCP? - it's a yes from me
Score 10 out of 10
Vetted Review
Verified User
Overall Satisfaction with Premier Contact Point
Premier Contact Point is the supporting voice interaction software for our health division contact centres nationally.
PCP enables our customer service team to be connected to a geographically spread customer base, streaming and identifying geo-location of calls.
I find the ability to personally manage/customise the agent profiles, call administration and reporting a plus for the agility of our business.
Workplace flexibility arrangements and PCP go well together, as our customer service team can work together from office & remote locations.
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 & the account manager handles our interactions in a professional, friendly and competent way.
PCP enables our customer service team to be connected to a geographically spread customer base, streaming and identifying geo-location of calls.
I find the ability to personally manage/customise the agent profiles, call administration and reporting a plus for the agility of our business.
Workplace flexibility arrangements and PCP go well together, as our customer service team can work together from office & remote locations.
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 & 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
- 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'
- Abandoned Call % has reduced by 2% over the last 12 months
Do you think Premier Contact Point delivers good value for the price?
Yes
Are you happy with Premier Contact Point's feature set?
Yes
Did Premier Contact Point live up to sales and marketing promises?
Yes
Did implementation of Premier Contact Point go as expected?
Yes
Would you buy Premier Contact Point again?
Yes