Call Centres have become multi-channel Contact Centres

Premier Contact Point provides integrated multi-channel support, quickly and easily.

Communicate with customers – their way

Phoning customer support to get help is no longer the norm. Many customers are choosing a variety of contact methods before they pick up the phone, including web chat, email and SMS.

These customers don’t think in ‘channels’.  They want support when they choose, how they choose.

For them, ease of contact and first contact resolution are crucial to securing their satisfaction, loyalty and brand advocacy.

Premier Contact Point enables you to become a multichannel Contact Centre and provide integrated multi-channel support, quickly and easily.

And you can extend the solution further with mobility to leverage the unique capabilities of mobile devices.

PCP Multichannel customer useage

Efficient email management

When your agent needs to send an email whilst on a call – it’s easy.  So is ensuring that every incoming email query is answered efficiently, consistently and within your service level handling times.

Premier Contact Point - Easy email for agents

Easy email for agents

Give your agents standard response templates and easy access to your knowledge base to make it easy for them to provide the correct answers, in a consistent manner, quickly.  If they can’t complete, escalation rules notify managers as needed to assist and provide special handling.

Intelligent distribution

Incoming messages can be queued, prioritised and routed to the most appropriate agents.  With integration to your CRM agents can have access to previous email threads and conversations on other channels, just like your customers expect them to.

Powerful automation

Intelligent parsing of inbound email queries provides fast, prepared responses to commonly asked questions to generate auto-replies and auto-suggestions.  Result? An improved first-touch resolution reducing the number of agent enquiries and handling times.

Streamlined SMS

SMS is a powerful communication tool – ideal for notifications about accounts, service outages and special offers – and for enhancing inbound enquiries or confirming details of a call.  Our platform handles inbound and outbound SMS contact routing using the same flexible and configurable rules as voice contacts.

Ramp up outbound results

Use SMS as part of an integrated multi-media campaign and broadcast special offers, coupons, event news, links to product pages, or any other information.  SMS is also an effective channel for auto-scheduling payment due reminders, appointment reminders, and for keeping customers informed during service maintenance or outages.

Improve your inbound customer experience

When your customers are waiting in a queue, the IVR workflow can provide an option to receive a text containing self-service links, or to request a call back.    And when they are connected, the agent can easily send text messages and links to assist the customer with self-service and product information. A text can be sent at the end of the call to provide post-call survey functionality or a summary of the call.

Proactive Web Chat

Reduce website bounce rates by engaging with visitors using live chat and personalised offers before they leave your site. Agents can instantly launch a voice call to the customer to increase engagement.

Premier Contact Point Agent Desktop web chat

Increase your sales

Reduce website bounce rates by engaging with visitors using live chat and personalised offers before they leave your site. Agents can instantly launch a voice call to the customer to increase engagement.

Improve agent productivity 

Agents can manage multiple customers simultaneously using web chat rather than just one on the phone.  Automated greeting messages and standard templated responses make it easy for your agents to greet and respond quickly and consistently. Chat conversations  are managed from within the Agent Desktop – no separate windows.