Call platform for omnichannel experience
December 22, 2022

Call platform for omnichannel experience

Chang Yang Lim, PMP | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with Premier Contact Point

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!

Pros

  • Customer focus and attention to details
  • Superior infrastructure for quality conversation with customers
  • Easy to use
  • Functionalities that fit the agents needs

Cons

  • UI can be improved to meet the industry changes
  • Superior Call Quality
  • Flexible Call routing
  • Ease to use
  • Ease to use - reduce agent handling
  • Affordable plans to suit organisation needs

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

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

Premier Contact Point Feature Ratings

9.5
Agent dashboard
10
Validate callers
9
Outbound response
10
Call forwarding
9
Click-to-call (CTC)
10
Warm transfer
10
Predictive dialing
9
Interactive voice response
10
REST APIs
Not Rated
Call scripts
9
Call tracking
10
Multichannel integration
9
CRM software integration
Not Rated
9.3
Inbound call routing
10
Omnichannel inbound routing
9
Recording
10
Quality management
9
Call analytics
9
Historical reporting
9
Live reporting
9
Customer surveys
9
Customer interaction analytics
Not Rated
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

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