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, omnichannels, integrated data, cloud access, recordings, real time metrics… everything you could wish for. And we fully customise it to fit your operational needs.
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.
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
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.
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.
Rich IVR flows
Do more with Premier Contact Point
Contact us to find out more about how to improve your help desk efficiency