AI analytics - Actionable insight

Make better decisions and improve contact centre performance with insights gained from real-time dashboards and deep historical reporting.

Empowering next generation contact

Our AI analytics suite converts speech to text with precision, while also automatically tagging topics and prompting action alerts. It provides insightful metrics on customer sentiment, engagement, and agent well-being. By gaining valuable feedback from customers (Voice of the Customer) businesses can improve their overall performance and gain invaluable insights into their operations.

Better business decisions. Happier, more productive agents.

Let your data tell the story. Connect data from any source into a single, cloud-based platform, allowing you to create class-leading real-time dashboards and powerful business intelligence reports.

Powerful BI reporting

Our suite of Business Intelligence reports give you every metric you need to analyse activities, performance and results quickly. This means your strategic and operational decision-making process just got a whole lot faster.

No matter where agents are located, your management team can track performance and administer changes quickly to ensure that business outcomes are achieved.

Real-time dashboards

Premier Contact Point provides powerful, customisable and flexible real time dashboard and wallboard displays to help you optimise your contact centre performance and operations.

Since the introduction of Premier Contact Point cloud contact centre solution at our organisation, we have seen a significant change for the better in our customer service to our thousands of club members and supporters. The reporting tools are fantastic, and with the use of historical data we’re able to tailor our service to suit our members’ and supporters’ needs. From when the platform was first implemented in 2015, right through to today, the support we’ve had from Premier’s staff has been fabulous. We now just can’t imagine working without it.

Lauren Wall Customer Experience Team Leader, Geelong Cats

Total flexibility to manage your contact centre reports your way

Dashboards, wallboards and reports can be configured by each user to display whatever business insight they need, in the way they want it displayed. No need to wait for our team or your IT people to do it for you.

Improve first call resolution

Review customer-agent interactions to determine agents’ strengths and weaknesses, adjust skill levels and implement accurate call routing.

Identify risks and opportunities

Analyse data to determine the drivers that have the most effect on peak contact centre performance.

Call recordings are stored in our cloud-based interface, totally searchable and rapidly retrieved to facilitate monitoring and quality management – from anywhere.

Increase campaign results

Monitor outbound activity and campaign results so you can adjust list filtering, scripts and offers and measure the effects, tweak by tweak.

Digitally Driven, Human Enhanced

Premier Contact Point stands out as an exceptionally user-friendly, easy-to-setup, and cost-effective solution for your customer service needs.