Cloud Contact Centre - Start Communications

Cloud Contact Centre

Many companies are locked into expensive, on-premise contact centre infrastructure that won’t scale. Unlike most Contact Centre solutions, #horizoncontact provides an easy to use, self-service feature set, for small to medium businesses, at a price point they can afford.

Horizon Contact is an integrated business communication and customer contact solution that simplifies multi-channel customer interaction, perfect for organisations who want to make it easier for customers to engage with them.

Offering a rich customer contact experience for voice email and webchat interactions, Horizon Contact is compatible with a broad range of handsets and supports WebRTC to enable the use of soft phones. This allows an agent to work from anywhere on any device, with only the need to access a supported browser.

 

Voice Channel

Horizon Contact provides a comprehensive set of voice features to enable agents to make and receive calls and manage the current and historical communication with customers.

 

Advanced Queue Management

Customer interactions can be queued and managed within the contact centre environment. Calls / emails can be prioritised into VIP queues to improve first contact resolution.

 

Call Back

We understand that customers aren’t always in a position to wait in a queue to speak to an agent. Horizon Contact can be configured to assess a caller’s position in the queue, announce the estimated wait time and offer the caller the option of a call back if the wait time is too long. Selected time slots can also be offered to provide a more flexible call back option.

 

Call Recording

With Horizon Contact, you can choose if you want to record inbound, outbound or internal calls for customer service, training or audit purposes. Callers can also be provided with the choice to opt out of their calls being recorded, however Agents can still select to record their part of the call.

 

Skills-based Routing

This allows to you automatically route calls to the most qualified agent, thereby improving levels of customer experience and first call resolution.

 

Email Channel

Horizon Contact can be connected to email servers to send and receive emails using the POP3, SMTP and IMAP protocols. This allows customers to use existing email services, such as Gmail or Microsoft 365 and multiple email addresses can be configured, which can then be assigned to
different queues.

 

Wallboards and Live Data

Wallboards can easily be constructed to show powerful live data from the minute an agent starts to handle a call, email or web chat. The dashboards present information relating to service numbers, queues, and live status events such as the availability of Agents, which is fundamental for
Supervisors to review performance and in addition change the status of Agents if they are no longer available.

 

Management Reporting

There is a comprehensive reporting tool built into Horizon Contact that enables multiple different reports to be created and viewed with the Horizon Contact Portal. Reports can be scheduled and exported either to a thirdparty reporting tool or to manager’s email addresses.

 

Webchat

Webchat is the fastest growing communication channel and using simple tools, you can embed code into your website that will connect your potential sales leads directly to the most skilled agent. Webchat conversations can be served between calls to ensure high agent productivity or agents can work on multiple chats at the same time.