Manage your contact centre effortlessly

Scheduling for contact volumes, managing staff needs, delivering optimal customer experience levels and meeting performance KPIs and budgets, all at the same time, can be a difficult challenge.

We’ve removed ‘difficult’ from the equation

Our cloud based suite of tools makes contact centre management easier than ever. You can monitor and adjust operations in real time, and accurately forecast and schedule for the future.

Continuous monitoring in real time

Impressive supervisor wallboards

Continuously updated in real time, our customisable wallboards keep you informed of what’s going on at all times.

Track inbound and outbound agent activity using vital metrics such as calls handled, GOS/Service Level, wait times, logged in time, active time, wrap times, break times and a whole lot more.
Stay alerted to issues impacting your key metrics, and take decisive action to bring performance back on track.
Customise the displays to suit each supervisor’s needs and preferences

Deep insight for better decisions

Premier Contact Point helps drive continuous growth

Powerful business intelligence

Over 50 Business Intelligence reports to aid your strategic and operational decision-making process.

Improve first call resolution: review interactions to pinpoint agents’ strengths and weaknesses, plan training and improve call routing.
Increase campaign results: examine campaign activity and adjust list filtering, scripts and offers, then measure the effects.
Identify risks and opportunities: analyse data to determine the drivers that have the most effect on peak contact centre performance.

“We have been using Premier Technologies’ cloud contact centre solution for approximately 12 months now. It really is a total contact centre solution. Users have total control and are able to completely manipulate call queues and user settings down to the finest details – which is very important when you have multiple lines coming into the one call centre, processing calls for multiple brands. The team at Premier have really addressed what call centres require to run efficiently with minimal input. Their tech support is also top notch, with the whole team being very knowledgeable, and any questions or issues are resolved quickly and efficiently. But perhaps the best feature of all is the reporting options. Premier’s contact centre solution can break down every single detail and report on anything at all, so you can efficiently manage and review all your staff on the platform. The reporting feature alone is worth the price. Anyone that is running a contact centre, whether large or small, needs to seriously consider this product.”

Christian McManus, Customer Care Manager, Automotive Business

Easier forecasting and scheduling

Accurate workforce optimisation

Workforce management is now easier than ever. You can forecast demand, set baseline staffing levels and manage rosters quickly and confidently.

Forecast workloads and staffing levels for all activity types and interaction channels. Run “what-if” scenarios to understand the impact of staff, budget or demand variations.
Manage agent shifts, including preferences and swapping.
Monitor adherence, quality and performance with scorecards, identify issues and plan coaching where needed.
Maintain staff information and skillset database with ease to facilitate rostering and automated call distribution.

Manage from anywhere, at any time

Cloud based for instant access, worldwide, 24/7

When your management team members are on the move or working from home, they can monitor and manage with ease. All they need is an internet connected device.

Access to real time dashboards and wallboards to monitor queues and performance
Access to agent management functions to make adjustments
Access to our workforce optimisation solution to adjust rosters
Access to historical data reports to continue planning activities

Cloud Contact Centre

Self Service

Workforce Optimisation

The Premier Service

Why Cloud Services