Premier Contact Point

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.

Premier Contact Point is well suited for organisations who are seeking a configurable contact centre solution that is cost-effective to grow and scale with your organisation and underpinned by a robust support model.

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.

PCP is highly configurable and one of its benefits is that we can customise and configure many aspects of the solution, including call routing scripts, setting up new numbers, and other operational configs empowering us as customers to control what we want and when we want it. Support is always there as a backup should we need it

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.

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.

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!

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 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.

Agent (user) flexibility in selecting call flows based on pre-set available profiles that are customisable by administrator are a great feature of the PCP product.
The options on when calls go to voicemail, opening and closing queues on a schedule or by exception if offices are closed takes the hassle out of planning queue manning timeframes