Item: Premier Contact Point
Rating: 9
Author: Judy Nadalin

Use Cases and Deployment Scope

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.

Pros and Cons

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.

Most Important Features

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.

Return on Investment

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

Alternatives Considered

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

Key Insights

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

Other Software Used

Camms.Strategy, Microsoft SharePoint, Microsoft Teams

Likelihood to Recommend

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.

Advanced features, easy to configure, affordable, great local support

Overall Satisfaction with Premier Contact Point