They expect near instantaneous service – and they want support by their preferred method – which could be phone, email, chat, SMS or social.
They don’t want to have to repeat themselves – they expect your contact centre agents to have their details and all conversations at their fingertips.
Get it wrong – and not only will they quickly turn to a competitor; they’ll broadcast their dissatisfaction to the world – in an instant.
Get it right – and they might also broadcast it to the world and bring you new customers.
Cloud call centre solutions are web-based applications that are used by customer facing and back office teams to deliver customer service and support efficiently and cost-effectively.
Cloud call centre technology is incredibly versatile and enables your customers to connect with your business in the way that they prefer – via voice, email, mobile, or messaging.
Because they are cloud-based, hosted call centre solutions can be run from anywhere that has internet access.
Let’s take a look at four of the most critical advantages, all of which assist you to substantially improve productivity and customer experience.
When you opt for our cloud call centre solution, Premier Contact Point, you give your customers the power of choice. They can choose to get instant help through our easy-to-use self-service options including visual IVR, whilst retaining human-centred service by being able to request help from an agent at any point throughout the self-service workflow. They can even choose their preferred method of communication with your team – ie: by phone, email, chat or messaging.
Whichever choice they make, our sophisticated cloud call centre technology makes it easy for them to connect, and for you to keep track of interactions. And that means improved first call resolution and customer satisfaction.
When you make the switch to our cloud call centre solution, you’ll start saving money from day one. Your agents only need a computer, internet access, and a headset – that’s it. No more capital expenditure on on-premise technology. Furthermore, you can quickly scale up or down to meet fluctuating demand, only paying for the licences you need, as you need them.
In today’s fast-paced business world, your business needs a scalable, agile communication solution. Our cloud call centre software, Premier Contact Point, is easily customisable which means we can adapt it and integrate it with other systems you use, to ensure it always meets your needs, no matter how they change.
Being able to access real-time reports quickly and easily to monitor agents and assess how your business is handling its calls is critical to delivering an excellent customer experience. Premier Contact Point provides powerful, flexible real-time contact centre dashboard and wallboard displays to help monitor results, and optimise operations and performance throughout the day. Your agents monitor their progress against KPIs, and your team leaders will receive alerts on issues impacting your key metrics to facilitate quick action and bring performance back on track.
Ready to take advantage of the many benefits offered by a cloud call centre solution? Hoping to cut your IT costs, make your teams more productive, and truly meet your customers’ expectations?
Say goodbye to inflexible technology and enjoy the many benefits of our class leading contact centre solution. Get in touch today for an obligation free chat.
To give your agents access to a full range of customer, product and transactional information from one centralised desktop
To gear up to handle a greater number of customer interactions, seamlessly across a variety of channels
To monitor, manage and forecast quickly and accurately to meet service needs and financial goals
To be able to rely on fast, live technical support whenever you need it
Communicate with customers on their preferred channel
Get your agents up and running quickly with an attractive, easy to use interface
Available 24/7 to agents anywhere with a phone and internet access
We tailor our solution to fit your strategic objectives and operating needs
We can seamlessly integrate with your CRM or ERP systems
Your customised solution can be designed and operational within weeks, not months
Expands and contracts quickly to match your business peak & troughs
Performance and functionality upgrades, with fast Australian-based live support
High redundancy & continuity, inbuilt disaster recovery and PCI DSS payment facilities