Simplify your customer engagement.
Horizon Contact is a business communication system that is designed to simplify multi-channel customer interaction. Unlike most contact centre solutions, Horizon Contact provides a robust feature set that is designed for SMEs.
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advanced queue management.
Customer interactions can be queued and managed within the contact centre environment to improve first contact resolution. Calls can be prioritised into VIP queues which helps you to provide superior care to your most valued clients.
Announcements can also be made to highlight the length of the queue, and alternative calling times can be suggested for particularly busy days.
Webchat is the fastest growing communication channel. Using simple tools, you can embed code into your website that will connect your prospects directly to the agent with the most relevant skills.
Agents can service webchat conversations between calls to ensure high productivity and staff can work on multiple chats at the same time.
If a customer is not directed to the operator who can best meet their needs, then it is unlikely that their query will be solved in a timely manner. Horizon Contact features intelligent call routing that can help.
Skills-based routing routes calls to the most qualified agent on your team, improving the customer experience.
Recording & Reporting.
Horizon Contact features simple recording for inbound, outbound, or internal calls. This can be implemented to ensure regulatory compliance or for training purposes. It is easy for customers to opt out.
The Horizon Contact portal allows you to gain a clear view of your call process and better manage your network moving into the future. Reports can automatically be emailed to a specified list or integrated into a 3rd party tool.
Benefits of Horizon Contact.
First Contact Resolution.
Horizon Contact is designed to help you solve customer queries during their first call. Whether this is through skill-based routing or collaborative features that are designed to keep agents informed and working together.
It has never been simpler to connect customers with the right member of staff to help them.
CRM integration allows the contact centre agent not only to quickly find their client’s information and contact history but will automatically display a caller’s details during an inbound call. The ‘click to dial’ functionality allows agents to initiate an outbound call directly from the CRM.
With Horizon Contact, there are no financing costs, no major hardware to purchase and no software to roll out. Horizon Contact is scalable from 2 – 500 seats/users; licences can be added at any time as and when your business grows and are available on 30-day contracts for managing peak demand.
It has never been so important to communicate with your customers digitally and without interruption. The Horizon Contact solution will deliver at least a 99.99% uptime SLA due to the robustness of its technology architecture. As the Contact solution is built across four Gamma data centres there is next to no chance of you losing the ability to service customers.
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Millfield Arts Centre is located in the heart of bustling Edmonton, North London; the centre consists of the ultra-modern theatre building & Millfield House dating back to the last century, as a Grade II listed building.
When we introduced the solution to the team they were absolutely delighted.