Get it right first time with Horizon Contact

Make it easier for your customers to engage with your organisation. 

Horizon Contact is the integrated business communication and customer contact centre solution that simplifies customer interaction.

Perfect for organisations who want to make it easier for customers to engage with them and unlike most Contact Centre solutions, Horizon Contact provides an easy to use, self-service feature set, for small to medium businesses, at a price point they can afford.

Horizon Contact is a cloud-based contact centre solution that is designed specifically to work in conjunction with Horizon and Collaborate.

What makes Horizon Contact great?

Clear, concise, and consistent user experience to really drive exceptional Customer Experience

Simple to use interfaces

Agent Interface

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 Interface

The Supervisor user has full agent functionality but can manage all agent users. Within the Horizon Contact Portal, the Supervisor’s main screen shows live data for both the queues
and the agents that they manage.

Admin Interface

Horizon Contact is managed using its own web interface, which provides information and management control to authenticated operations users.

The Administrator Portal part of the interface allows users who are logged in at the Administrator level to customise their Contact Centre features and functionality.

Wallboard

When an agent has classified an interaction, the classifications are logged and analysed by the Contact Centre for display via the wallboard and for inclusion in regular reports.

Flexible licenses

With Horizon Contact, there are three types of contact centre user licences:

Administrator – Administrator licences can be applied to any Horizon user. They can manage back end functionality, such as queues and interaction flow design, but cannot receive calls or manage agents.

Agent – Agents can view all the queues that they have been given access to view. They can also set their status and indicate if they are available to handle new inbound requests.

Supervisor – The Supervisor user has full Agent functionality but can also manage all agent users.

FeatureAgentSupervisor
Make / receive voice calls
Send / receive emails
Record own calls
View own statistics
View queue information
Change own availability
WebRTC or handset
See Horizon user presence
Use native CRM / knowledgebase
Offer call back
Listen in to agent
Coach agent
Take over agent call
See agents’ stats
Record agent calls
Review agent call recordings
View historical reports

Simplified customer engagement

Horizon Contact provides a consistent quality Omnichannel solution.

The interface gives agents a master view of customer communication across all channels, so they can ensure a seamless experience.

Horizon Contact centre supports inbound and outbound voice channels, web chat and email, enabling a highly personalised customer experience.

Horizon Contact user Interface

FAQs

  • How quickly can a Horizon Contact Centre be set up?

    Deployment can be fast with all configuration done via an intuitive management interface.

  • Can I prioritise calls and emails to my best performing agents?

    Yes absolutely, both voice and email channels can be queued and managed all within the contact centre environment.

    They can be prioritised into VIP queues to be handled by skills ranked agents, based on either the customers telephone number or email to ensure they are provided with a premium service

  • Do I need to purchase any additional hardware or software?

    No. With Horizon Contact, there are no financing costs, no major hardware to purchase and no software to roll out. You simply need a Horizon Premium Subscription and then either an Agent or Supervisor Licence. Admin Licences are provided free of charge

  • Can my employees work anywhere?

    Horizon Contact is cloud-based and as such Agents can log into any device and work anytime anywhere. Compatible with all Gamma handsets, agents can also work with just a laptop and a headset, because Horizon Contact uses WebRTC to deliver the same experience wherever you teams have internet access

  • Can I record calls?

    Yes. 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 the Agents can still select to record their part of the call.

    The administrator can set the percentage of calls that will be recorded on the queue from 0% to 100% as well as length of time that the calls are stored for.

    Calls are also stored in a secure encrypted environment with other GDPR compliant features such as Retention deletion, restricted user access and full user auditing.

  • How can I manage staff performance?

    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 delivered to managers as and when they need them

  • What communication channels does Horizon Contact Support?

    Horizon Contact provides a consistent quality Omnichannel solution. The interface gives agents a master view of customer communication across all channels, so they can ensure a seamless experience. Horizon Contact supports inbound and outbound voice channels, web chat and email

  • How can I keep a record of customer interactions?

    The Contact Centre has a built-in Customer Relationship Management (CRM) database that may be used to keep track of customers’ interactions with the Contact Centre. The CRM is based around contact records in which customer details and contact histories can be stored.

  • Can Horizon Contact be used with my own CRM?

    Currently we can provide integration with Microsoft Dynamics and Salesforce, with more CRM’s coming soon

  • Is Horizon contact Secure and resilient?

    It has never been so important to communicate with your customers digitally and without interruption, Gamma have built an architecture that will deliver at least a 99.99% uptime SLA. Built across four Gamma data centres the distributed architecture means loss of any single site won’t impact the ability to service customers

  • How is Horizon Contact integrated with Horizon and are there any inbound call charges like other cloud platforms ?

    Quickly configured alongside your Horizon deployment and designed to work seamlessly with Horizon, agents and Backoffice staff can work collectively on the same telephony platform and as part of the same company directory, allowing you to share presence information and to deliver exceptional customer service.

    Unlike other CCaaS services, terminating inbound calls into the platform does not attract a pence per min charge. Likewise, when an agent receives a call on the Horizon endpoint (handset or softphone) or via the native webRTC browser phone, there is no charge

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