Hosted telephony for businesses with inbound call requirements. Easily manage, monitor and control call centres from anywhere.
If dealing with inbound calls is important to your customers’ business, then Horizon Call Centre is for them. Suitable for the smallest to the largest call centre, it’s a cloud-based service with an extensive range of inbound call centre capabilities that can be managed from an easy-to-use web portal. It is an add-on to our Horizon hosted telephony platform and enables businesses to easily manage call centre environments, boost productivity of agents and improve the overall efficiency as well as helping to deliver a first rate service.
Horizon Call Centre is simple to set up and configure through our easy-to-use admin interface web portal and includes many day-to-day business features
Easily set up how incoming calls are distributed and allocate agents to certain types of calls
Set up recorded messages to inform callers of wait times and queue position using real-time data
Determine which agents are monitored by which supervisors in order to ensure availability in the event a call needs to be escalated
When agents are unavailable to take calls, such as lunch breaks or in training, a code can be selected to specify their non-availability. This allows for more accurate reporting, while giving more of an insight into the agent’s behaviour through the working day
To ensure calls get answered efficiently, Horizon Call Centre offers the ability to set-up flexible call distribution scenarios. This can help ensure calls are assigned to the most suitable agents
Agents have full control over their calls via the web portal.
Up to 50 calls at any one time can be queued with a message made to the caller advising of their position in the queue.
Supervisors have full control over how the call centre is managed. Changes can be made to call groups, distribution lists and incoming call routing from anywhere at any time. This includes barring calls, call monitoring and reordering call group queue priorities.