The Benefits of Contact Point

Contact Point is a hosted contact centre solution powered by Premier Technologies. Implementing Contact Point in your contact centre requires only:

• A computer with a broadband internet connection and compatible web browser;
• A telephone that can be dialled from outside the contact centre; and
• An agent who can make or receive calls as necessary.

That's it. In return, Contact Point delivers a hosted contact centre suite, including outbound, inbound and blended traffic in any medium including voice, email or web chat. And whilst Contact Point is distributed via the internet (or through a dedicated link if you're after extra security), it's always under your complete control no matter where you are. 

The diagram below shows a high-level overview of the complete architecture of a fully-developed solution, including a local head office and remote office agents as well as home agents, all transparently supported within a single tenancy.

Contact Point is also capable of employing a VoIP architecture

Contact Point offers the following features and benefits to agents, supervisors and contact centre managers.

Automatic Call Distribution

Manage your agent productivity and scheduling using Automatic Call Distribution (ACD). Contact Point provides for skills-based routing and dynamic prioritisation of call queues. Agents can be assigned to multiple queues, and can be made aware of the purpose of each incoming call via an audio message played to them before they answer.

Automatic Outbound Dialling

Contact Point's sophisticated outbound dialling capabilities can improve agent productivity by only connecting outbound agents to human beings, avoiding answering services, fax machines and failed connections. Only when a real person answers the phone is an agent connected to complete the call. Improvements in productivity can be further enhanced when combined with Contact Point's Outbound Interactive Voice Response (IVR) and text to speech applications to provide opportunities for customer personalisation and self-service.

Remote Monitoring and Call Recording

Agents and supervisors can initiate call recording at any time, on any interaction, in any medium, from any location. Contact Point can also be set up to automatically record a set percentage, number or type of interactions, depending on operational requirements. Recordings can be accessed and replayed at any time for training or review purposes.

Knowledge Management

Contact Point includes provision for a knowledge base that can be updated by management, supervisors and agents to include solutions and information that is then available for ongoing re-use by agents. Information is accessible directly from Contact Points agent desktop interface. A sophisticated search algorithm ensures that the information recorded is always right at agents' fingertips.

Workforce Management and Reporting

Contact Point includes a comprehensive workforce management component that allows supervisors and managers to generate workforce management reports on-demand. Supervisors can then allow drill-down to the lowest levels of detail with just a few clicks.

The dashboard available to supervisors and managers enables real-time web-based management of resources and results efficiently and effectively; in an environment with multiple inbound queues or outbound campaigns for example, agents can be instantly reassigned depending on levels of demand.

Collectively, the features of Contact Point provide immense benefits to agent productivity:

• Agents can access a centralised system from anywhere that has a broadband internet connection and a phone.
• Inbound calls are routed to the right agent the first time using skills-based routing in conjunction with automatic call distribution. You set the parameters for both.
• Agents making outbound calls are only connected to a live person, and no longer waste time dialling fax machines, answering services or disconnected numbers.
• Remote monitoring and recording capabilities permit agents, supervisors and managers to record phone calls, emails and web chat conversations whenever required, enabling team leaders and supervisors to keep track of agents at other locations and providing material for agent training.
• Strong workforce management capabilities allow supervisors and managers to assign agents and tweak campaigns to reflect changing conditions within the contact centre.

On top of these benefits, if you haven't already, take a look at the other benefits of hosted contact centre software to your organisation. By adopting hosted contact centre software, you can save up to 45% in long-term costs against a similar traditional on-premise solution, and make your contact centre more agile as well.

Or, have a look at the problems we solve.

If you like what you've seen so far, why not ask us for a free consultation or a free quote?