Keep customers happy and handle their call with maximum efficiency using a customisable toolkit of inbound contact handling functionality. Our solution provides truly intelligent Interactive Voice Response (IVR) features and advanced Automatic Call Distribution queues, with flexible and dynamic call handling rules.
A diverse range of custom contact handling technologies can be deployed on each inbound answer point, including a flexible and sophisticated IVR platform to offer customers choices in how their contact is handled. This is complemented by a robust set of inbound queue handling rules to distribute and handle calls with maximum efficiency.
Once a contact is routed to an agent, the Agent Desktop provides a screenpop of all the relevant information needed to help them handle the call.
Automated Speech Recognition
Advanced call queuing and routing intelligently directs calls to the right agent. IVR and ACD solutions work together to provide faster, more efficient service.
Calls can be routed to agents based on customer selection, service levels, agent skills, or a customisable range of additional metrics.
Quickly and easily change your messages on hold. Customise messages for different queue streams – service, support, sales.
Manage unexpected call spikes by overflowing calls based on static or dynamic thresholds; calls can be redirected to other queues, recorded messages, voicemail, or external destinations.
Customer information is provided to the agent in the screenpop during the call. Call information recorded by the platform can be integrated with data from CRM systems for simple access.
Screenpop integration can provide access to customer or company data housed in an external database or CRM system and display it within the agent desktop. Data can be read-only or two-way.
Contact centre managers have instant control over all the critical functions they need to monitor and manage the contact centre.
And because it’s all housed securely in the cloud, they can review, access and update what they need to from anywhere, at any time.
Our powerful real time dashboards display instant alerts when inbound volumes spike. Quickly scale up with more agents or allocate outbound agents to assist. Keep watch on key indicators like Grade of Service and take action as required. Dashboards and wallboards can be configured to display information in a variety of ways.
No waiting for third party providers to make changes to agent allocations or IVR messages. It’s all easy to update, and available to your team within seconds. And when it comes to User management, we’ve developed a simple interface which means you have the option to take control of user administration and workflows in-house.
Our market leading, intuitive Business Insight suite contains a broad range of pre-loaded, interactive visual reports and dashboards. You’ll gain valuable insights into call volumes, agent dispositions, Grades of Service and much more. Every user can customise the dashboard to display the stats they need – in the way they want.
The people and systems that operate your inbound call centre serve as ambassadors for your organisation.
When callers get to speak to a representative promptly and have their questions answered or problems resolved efficiently, customers come away feeling positive about your organisation and its customer service.
Our software solution, Premier Contact Point, connects callers to available agents efficiently, facilitates efficient dissemination of information via multiple channels, and underpins the essence of a great customer experience which leaves the right impression.
Top-quality, leading edge inbound call centre software delivers three important benefits to companies of all sizes.
The best inbound call centre solutions allow you to track a customer’s journey right from initial contact through to resolution. This is critical for several reasons:
An intuitive inbound call centre solution empowers your agents to be more productive. They can respond to customer queries promptly, without the need to spend time searching for hidden information or switching between various systems. Our solution integrates with most other systems, to allow the presentation of all vital customer information and company knowledge bases within the agent’s dashboard.
With Premier Contact Point’s inbound call centre solution, you can access real time reporting and historical analytics in countless ways, to give you the data you need to . Optimise your customer support efforts, make strategic changes, and stay one step ahead of your competition.
First call resolution is one of the most important metrics for evaluating an inbound call centre’s capability and productivity.
Our contact centre solution has a proven track record in boosting first call resolution rates through increased efficiencies.
Leave outdated communication technology in the past. Make the switch to a streamlined inbound call centre solution and give your customers the positive experience they deserve. Get in touch with our friendly team today to see Premier Contact Point in action and discover how truly cost effective it is.