What is Horizon Contact – and How Could it Help Enhance Your Customer Engagement?

As your business grows, you’re likely to want to find new ways to engage with your customers. Whether that’s by making communication more efficient, providing agents with more flexibility, or simply improving call handling standards, you’re well within your rights to scale up your operation over time.

One of the best ways to set up a contact centre from scratch is to use a cloud-based, all-in-one centre software solution. Here at Planet Telecom, we highly recommend Gamma’s Horizon Contact – which arrives with tons of accessible, scalable features for small to medium businesses to take advantage of.

Let’s explore what Horizon Contact is, what makes the software so popular, and what you might expect from its features in the long run. Ultimately – what’s the fuss all about?

What is Horizon Contact?

Horizon Contact is a customer engagement solution that’s based entirely in the cloud. Essentially, it’s a complete fit-out software solution that allows your business to connect with customers without the need for extensive and exorbitant physical setup and management.

It’s a leading customer contact solution that enables you to manage conversations and journeys through integrated apps such as Zendesk and Salesforce, simplifying your customers’ experiences with your agents and brand.

Horizon Contact is specifically designed for Horizon as a solution that agents can connect to via standard softphones and all mobile devices. Therefore, to log into the contact centre, all they need is a device that allows them to connect via voice and video through a stable internet connection.

What features does Contact have to offer?

Horizon Contact comes widely recommended mainly because it offers tons of functionality through a series of streamlined features. There’s no headaches or confusion over logging in, report management, call volume tracking – the list goes on.

To start, agents can easily manage their own call queues through dedicated interfaces, which they can log into through the Horizon Contact portal. This portal simply allows them to view queues they’re assigned to, and to start taking calls from customers. They’ll also have easy access to customer journey data, too, thanks to Contact’s CRM integration.

Supervisors, meanwhile, have their own portals and dashboards where they can manage individual agents and teams. It’s here where they can oversee call queues and track centre performance in real time.

Gone are the days of having to manually get reports from different departments and relying on queue management systems that barely update when you need them to!

Then, there’s also Contact’s dedicated web interface, where operations managers can easily customise elements of their contact centres to suit their customers’ and agents’ needs. This is where the software’s fantastic scalability really comes into play – you can edit and manage your centre however you want without having to pull your hair out over costs and feasibility. In fact, it’s quick and easy to make changes to test certain features and strategies ad hoc.

And, that’s all without going into detail about the suite’s wallboards, which break down service levels, unanswered to answered ratios, and individual agent performance. It’s all in the name of making sure your customers get the best possible service and experience from your agents.

What makes Horizon Contact such a game changer?

Horizon Contact is a huge customer management game changer in our eyes thanks to the incredible oversight you’ll get from one screen. Need to know which agents are on hold the longest? Want to know what your service level KPIs are for the day? There’s no need to fumble around with separate screens and reports – it’s all here in one handy digest.

Contact does a fantastic job of breaking down different customer handling factors into a single omnichannel solution. It’s designed in such a way that agents and supervisors become masters of their queues and workloads.

That means there’s less time lost to guesswork, and your customers can continue to receive ad hoc support whenever they need it. It’s also easier for supervisors to manage their teams from a single screen, without having to manually monitor and micro manage people!

This is all without considering the remote working benefits. As small to medium companies continue to support remote and hybrid workers, software such as Horizon Contact helps management to keep track of agent performance and activity even when they’re not in the office.

There are plenty of different suites and software packages out there that promise the world when it comes to simplifying customer experience management. However, we’ve seen and used Contact for ourselves – it’s refreshingly easy to set up, simple to scale, and highly customisable. Great news, then, for businesses that always need to keep on their toes.

We also love the fact that Horizon Contact gives small business owners a taste of enterprise standard customer management solutions without having to spend years scaling up and shelling out. Your customers deserve the best possible care, and Contact helps you bridge all the gaps to meet their needs.

How do I get started?

Horizon Contact is one of several communications solutions recommended and supported by Planet Telecom – and before you get started with setting up any software, you’re going to need a reliable, flexible, superfast internet connection.

Planet Telecom’s business grade VoIP (voice over internet protocol) solutions will ensure your firm has the technological backing to meet customer needs faster than ever before. Even if you have a small office with a few agents on hand right now, you don’t have to wait for years of business growth to take advantage of enterprise level software!

If you’re considering changing up your customer service tech for 2025 but are unsure where to start, let the team at Planet Telecom help you prepare – and offer you some recommendations along the way.

Don’t let your customers wait around and risk your service levels dropping – make the move to Planet Telecom’s superfast VoIP service and adopt Horizon Contact to keep your callers happy and your agents performing at their absolute best.