Customer experience at new heights
Take your contact centre to the cloud and enable personalised experiences for your staff and customers, on any channel, at any time with our cloud contact centre solutions.
Free Consulting & Demo
We’ve built an Australian cloud contact centre platform, with the Australian business and consumer in mind.
Public sector
State and Local Government, emergency services and other agencies use the Premier Contact Point cloud contact centre platform for handling crucial calls, keeping Australian communities safe and supported.
SMBs
Australia runs on the back of small to medium sized businesses, and we’ve built the platform for them. SMBs compete by delivering great service, and they need the right solutions that makes delighting their customer easy to do.
Enterprise
Premier Contact Point is built for customer contact professionals who are handling high volume customer interactions such as support escalations and sales. And they need systems to be integrated so that they can deliver a great customer experience.
Phoenix Health Fund Transforms CX with Premier Contact Point
Premier Contact Point makes agents and admins jobs easier
Visual IVR
Not all interactions need an agent on the line. Redirecting customers to self-service options through an Interactive Voice Response (IVR), shortens call queues and reduces pressure on your agents. Our Visual IVR gives your customer an app-like experience on their smartphone without the hassle or expense of having your agents deal with their call.
BI reports & insights
Your contact centre depends on reporting and insights to help you deliver great CX. The more you know, the more you can manage and improve your business. Our class leading contact centre analytics solution is built on Microsoft Power BI, the Gartner Magic Quadrant Leader for analytics tools. A large range of reports are available out of the box and we’ve made it easy for you to configure your own.
Dashboards
Don’t waste time switching between different systems and applications to keep on top of service levels. The Premier Contact Point, class leading real-time Dashboard gives you the ability to manage all queues across all channels, service KPIs, agent productivity, and all other facets of your contact centre, from any location and from any device.
Omnichannel
Customers want to communicate with you via their preferred channel, not yours. Premier Contact Point enables omnichannel communication across voice, email, SMS, webchat and direct social messaging. Achieve First Contact Resolution, reduced average handling times and deliver great CX every time.
Integrations
Invested in CRM, service desk software, or another system to manage customer contacts? Premier Contact Point natively integrates with SaaS products from Microsoft, Salesforce, ServiceNow, Zendesk and many more – plus our accessible APIs mean you can integrate your own software too.
Built-in CCM
Our Customer Contact Management system (CCM) allows you to maintain up to date contact details as well as a complete history of every customer interaction across all channels. Customer and agent notes make it easy to resolve customer enquiries every time. We can even route the customer to the last agent that they dealt with, so they don’t have to go through the pain of explaining themselves all over again.
Intelligent Outbound Dialler
Make better outbound contact, with enhanced AI-driven diallers which screen out everything but live customers and dials at the perfect moment. Revolutionise outbound results by speaking with actual humans and connecting with the most unreachable of leads.
CX for Smartphones
We’ve reimagined the customer contact experience for customers connecting with organisations on their smartphone. Leveraging the unique capabilities of mobile devices, CX for Smartphones delivers hyper-personalised self-service and agent assisted workflows that results in a better customer experience and more productive agents.
Agents Anywhere
Customer service and support desk staff often don’t work from a single location, and they need to be able receive inbound and outbound calls either when they’re at their desk or away from it. With Premier Contact Point’s Roaming Agent app, staff can easily switch between their PC or smartphone to take and make calls, anywhere and at any time.
The Premier Contact Point Difference
We are the Australian experts in contact centre technology.
Premier Contact Point provides a customer contact management platform, plus the knowledge and support that comes with 35+ years of experience working with contact centres across a broad range of industry sectors. Our cloud contact centre solution includes Visual IVR, class leading real-time and historical BI reporting, customer contact management, speech analytics, quality assurance, workforce management as well as APIs to integrate with your existing platforms.
We specialise in setting up businesses with a cloud contact center solution for the first time as well as replacing existing customer contact systems. Whether you need better features such as class leading reporting, speech analytics, or simply a dependable cloud contact centre solution to run your business, we can help.