Long gone are the days of a contact centre existing as a big warehouse full of agents working with expensive, limited equipment and technology. Premier Contact Point gives your staff the freedom to break the shackles and log in from anywhere they have access to a computer with internet and a phone.
With the freedom to log in from any location comes the flexibility to manage agents and calls in ways traditional Customer Premise Equipment installations simply can’t match.
- Home-based agents – more and more contact centres are embracing the unique and flexible advantages that come from using home-based agents. With Premier Contact Point, agents can work from home, but supervisors still have the same abilities to monitor and manage agents as if they were sitting at the nearest desk.
- Virtual contact centres – many companies have contact centres based at multiple sites; in the same city, different cities, or even different countries. No matter where they are in the world, agents can log in via a single unified portal and be part of the same contact centre system.
- Unified management and monitoring – the suite of monitoring and management tools applies to all agents logged into the system, regardless of where they are located. They can monitor calls, track key performance indicators in real-time dashboards and listen to call recordings from agents as if they were all located in the same room.