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Horizon Contact Centre

Encourage customer interactions

Our cloud-based platform that streamlines and elevates your customer communication.

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Delivering outstanding customer experiences

Horizon Contact delivers a superior customer contact experience across voice, email, webchat, and outbound SMS. Compatible with various handsets and supporting WebRTC for soft phones, it empowers users to work from any location on any device using any supported browser.

Creating an enhanced experience hub

Horizon Contact revolutionises customer interactions with a comprehensive Omnichannel menu, providing employees with real-time status updates, detailed call info, and intuitive controls.

Seamlessly integrated with CRM systems, it offers vital customer data and personalised scripts for effortless task management. Customisable prompts guide staff at every step, ensuring exceptional customer experiences with every interaction.

Upgraded customer service experience

Supporting inbound and outbound voice channels, web chat, and email, Horizon Contact delivers a highly personalized customer experience. It features easy-to-create complex interaction flows, dynamic skills-based routing, and IVR self-service options, connecting customers to the right person quickly. This improves first contact resolution and elevates customer care.

With a shared phonebook and presence information, team members can transfer calls seamlessly using full consult functionality. All interaction history is stored within the integrated CRM and is accessible to all users when connected to a recognized customer.

Call centres

Comprehensive wallboards

Horizon Contact includes a powerful reporting tool that allows for the creation of multiple reports across all channels, viewable within the Horizon Contact portal. Reports can be scheduled and delivered to managers as needed.

When an agent classifies an interaction, the data is logged and analysed by the Contact Centre. The results are displayed on the wallboard and included in regular reports.

Simple to use interface

Agent

Agents can view all the queues that they have been given access to view. Agents can take calls via a Horizon handset or via a softphone using the Horizon Contact portal.

Supervisor

The Supervisor user enjoys full agent functionality while also managing all agents. In the Horizon Contact Portal, the Supervisor’s main screen displays real-time data for all queues.

Admin

Horizon Contact is managed through a dedicated web interface, offering authenticated operations users complete control and information access. The Administrator Portal within the interface allows users with admin privileges to customise their Contact Centre features and functionalities.

Contact Centre allows permission based access, depending on authority. Meaning you can create skills based access to the portal, calls and contact flows

Agent

Supervisor

Make/Receive Call
Included
Included
Send/Receive emails
Included
Included
Record own calls
Included
Included
View own statistics
Included
Included
View queue information
Included
Included
Change own availability
Included
Included
WebRTC or handset
Included
Included
See Horizon user presence
Included
Included
Use native CRM / knowledgebase
Included
Included
Offer call back
Included
Included
Listen in to agent
Not included
Included
Coach agent
Not included
Included
Take over agent call
Not included
Included
See agents’ stats
Not included
Included
Record agent calls
Not included
Included
Review agent call recordings
Not included
Included
View historical reports
Not included
Included

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