Premier Contact Point

Score8.5 out of 10

5 Reviews and Ratings

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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.

Categories & Use Cases

Media

Screenshot of Premier Contact Point Message Apps smartphones capabilities

Screenshot of Premier Contact Point Real-Time Dashboard

Screenshot of Premier Contact Point Salesforce integration

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Screenshot of Premier Contact Point Message Apps smartphones capabilities

CRM software integration
Allows agents to access aggregated customer information and call history data, enabling them to view a comprehensive history of a customer’s interactions.
Category average: 7.6
Predictive dialing
Dials multiple numbers at once and connects the salesperson if a live speaker answers.
Category average: 8.7
Customer interaction analytics
The process of taking unstructured interaction data across channels (audio, video, email, text etc..) and formatting it so that it can be searched and categorized based on interaction patterns.
Category average: 8.5

Agent dashboard
Enables agents to track and view their individual and team performance.
Category average: 8.4
REST APIs
Open APIs, SDKs, and supporting documentation, that enable businesses to customize and build on the Contact Center platform.
Category average: 8.4
Historical reporting
Ability to analyze long-term call patterns and trends such as peak call times and downtimes.
Category average: 8.5

Mylie Moore

Director in Corporate at Exceed ICT (11-50 employees employees)

Use Cases and Deployment Scope

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.

Pros

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

Cons

Resources and helpful tips within the platform, i.e. for reporting

Pete Iannetta

Head of Customer Service in Customer Service at PetSure Australia (201-500 employees employees)

Use Cases and Deployment Scope

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.

Pros

Customer Support
Responsiveness to requests
Openness to ideas/suggestions/features

Cons

Modernisation & simplification of UI

Most Important Features

Reliability
Flexibility
Support

Return on Investment

5% reduction in AHT

Alternatives Considered

Amazon Connect, Genesys Cloud CX and NICE Engage Platform

Chang Yang Lim, PMP View profile

Head of IT in Information Technology at Philip Morris Limited (201-500 employees employees)

Use Cases and Deployment Scope

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

Most Important Features

Superior Call Quality
Flexible Call routing
Ease to use

Return on Investment

Ease to use - reduce agent handling
Affordable plans to suit organisation needs

Briar Mitchell View profile

Operational Manager in Customer Service at Programmed Health Professionals (1001-5000 employees employees)

Use Cases and Deployment Scope

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.

Pros

Call Recording Review
Dashboard interactions
Voice/Call handling
Customisable reporting

Cons

Additional Call profile optimisation would be great- more options are always appreciated
Option to 'Hold' search parameters in User and team filtering

Most Important Features

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'

Return on Investment

Abandoned Call % has reduced by 2% over the last 12 months

Judy Nadalin

Team Leader Customer Service in Customer Service at Banyule City Council (1001-5000 employees employees)

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

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

Cons

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

Other Software Used

Camms.Strategy, Microsoft SharePoint, Microsoft Teams

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IPscape

Premier Contact Point

What is Premier Contact Point?

Categories & Use Cases

Media

Key Features

Top Performing Features

CRM software integration

Predictive dialing

Customer interaction analytics

Areas for Improvement

Agent dashboard

REST APIs

Historical reporting

Reviews

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Alternatives Considered

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Pros

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Most Important Features

Return on Investment

Use Cases and Deployment Scope

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Most Important Features

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Use Cases and Deployment Scope

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Most Important Features

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Other Software Used

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