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Deliver amazing help desk and tech support

Empower your support teams with class-leading contact management tools, reports & insights

Effortless customer support

Wow your customers with the ultimate support experience on every contact.

Give your help desk agents an interface that gives agents everything they need in a clean, intuitive application, so they can concentrate fully on the people on the other end of the phone. The Premier Contact Point suite of tools ensures your agents are fully focused on each call, and not scrabbling around with the technology. Happy, more productive agents produce significantly better results.

Managing the system is almost as simple as the agent experience. The suite of monitoring and administration tools helps contact centre managers to quickly access the information they need to make informed decisions.

Customisable & Integrated

Speed, efficiency, tools, multi channels, integrated data, cloud access, recordings, real time metrics… everything you could wish for. And we fully customise it to fit your operational needs.

Premier's service desk team recently provided guidance and best practice advice on configuration changes that have resulted in more calls answered, less rerouting and a reduction in abandoned call rate. The analytics and reports are extensive and help us to drill down and focus on where resources need to be distributed. The BI reports also allows me to better manage call service quality, as I'm able to see in a dynamic format, inbound and outbound call volumes broken into 15 minute intervals across any date ranges.
Blair Mitchell
National Allocations Team Leader

6 must have features our customers use to deliver exceptional customer support

Instant customer data

Our Customer Contact Management system allows you to maintain up to date contact details as well as a complete history of every customer interaction across all channels. Alternatively, we can integrate your CRM or ERP data right into the agent’s call screen. No more juggling multiple screens.

Custom integration

To provide efficient technical support, your agents need access to key information, quickly and effortlessly. Our engineers can work with you to integrate Premier Contact Point with any of your cloud based back office systems, including your ticketing system and knowledge base to provide seamless and fast delivery of key information

Call recording

All calls can be automatically recorded, with controls provided so the agent can manually stop and start recording if required. Call transfers can even be recorded even when the agent disconnects from the call.

Enhanced experience

While the customer is on the call, agents can quickly pivot to email and SMS channels and send free form and templated responses to help close the deal. Agents can easily bring a 3rd party like an expert or supervisor into the call to quickly resolve tricky questions.

Webchat & SMS

Provide help desk support through our web chat and SMS features. Agents can manage multiple customers simultaneously, and take advantage of automated greeting messages and standard templated responses to facilitate speed and consistency. If more complex support is required, agents can instantly launch a voice call to the customer.

Fast wrap up

Our system prompts your agent to record an outcome before moving onto the next call. Contact outcomes are fully customisable and include disposition, call exclusion and scheduled agent call backs.

Deliver the ultimate customer experience

Help desk management made easy.

Real-time Dashboards

You have access to powerful, customisable and flexible real time dashboard and wallboard displays to help you monitor queues, KPIs and agent dispositions minute by minute.

Rich IVR flows

When inbound help desk call volumes spike, you can scale up quickly and bring on remote agents to assist, or move to IVR self-service.

Quality Assurance

Review recordings of customer-agent interactions to determine agents’ strengths and weaknesses, adjust skill levels and implement accurate call routing.

Business Insights

Analyse more than 50+ Business Intelligence reports for activities, performance and result data to facilitate your strategic and operational decision-making.
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Do more with Premier Contact Point

Contact us to find out more about how to improve your help desk efficiency