This highly useful feature will allow your staff to deliver a personalised customer experience by providing the agent with available information on the customer’s previous interactions with your organisation. Agents will be able to greet the caller by name, view any customer specific notes and instructions, as well as the agent contact history across all contact channels.
Calls and emails that are received from known phone numbers and email addresses will trigger the ‘Customer Contact Management’ feature to display the customers details when the contact is connected to your agents.
There are two methods that agents can use to save customer specific information that will be available to assist agents to handle customer interactions. The ‘Comments’ field is used to record short, summarised customer information that can be viewed at a glance, and the ‘Customer Notes’ field allows agents to record detailed information and includes a range of text formatting options.
For each customer contact, whether it be voice, email, webchat or SMS, agents can save a contact note for an existing customer record. Contact notes are used by agents to save specific information, such as what the customer was enquiring about and any follow up actions that might need to be taken.
Customer contact history is also accessible on an existing customer record. This powerful feature provides agents with a complete view of every contact the customer had across all contact channels. In addition to contact NOTES that previous agents have saved, the contact HISTORY includes other useful information, such as the date and time of their last contact as well as the name of the agent who handled their last contact.
Premier Contact Point leverages the power of Microsoft Teams enabling agents to take customer experience to the next level. Agents can easily collaborate with colleagues, both in and out of the contact centre, to achieve first call resolution and productivity is improved through the reduction of average call handling times.
The Teams integration includes the automatic synchronisation of Teams contacts as well as the ability to search for a specific contact. Agents can quickly identify a colleagues’ presence status to determine their availability to receive a call transfer or join a 3-way conference, either of which can be enabled via the fast and accurate single click-to-call feature.
If one or more colleagues appear to be busy, agents can send a Teams chat to request information or check if they are available to take a call transfer, without having to leave the Premier Contact Point Agent Desktop.
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.
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.