The Cloud Contact Centre for Horizon
Simplify customer engagement with Gamma’s Horizon Contact solution. The Contact Centre built for your business.
Get it right first time with Horizon Contact
Make it easier for your customers to engage with your organisation.
Horizon Contact is a cloud-based customer engagement platform that simplifies and enhances customer communication.
Perfect for organisations who want to make it easier for customers to engage with them, 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.
Benefits of Horizon Contact
Extensive reporting
Complete with a comprehensive reporting tool that enables multiple reports to be created across all channels.
Access anytime, anywhere
Horizon Contact is cloud-based and as such Agents can log into any device and work anytime, anywhere. Because Horizon Contact uses WebRTC, agents can have the same user experience wherever they have internet access.
CRM integration
Horizon Contact has a fully integrated CRM solution, allowing you to manage all customer interactions within a single consolidated database. Also offering integration with Salesforce, Microsoft Dynamics and Zendesk.
Guaranteed Service Availability
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.
Smart ways of working with Omnichannel
Voice Channel
Provides a comprehensive set of voice features that enable agents to make and receive calls as well as manage current and historical communication with customers.
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.
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.
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.
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 Recording
Freedom of choice – Choose to record inbound, outbound or internal calls for customer service, training or audit purposes.
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.
Management Reporting
Enable multiple report creation with Horizon Contact to view and create reports with this comprehensive built in feature.
Wallboards and Live Data
Easily construct wallboards to show live data from the minute an agent handles a call, email or web chat providing useful information for performance review.
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.
Wallboards
Wallboards can easily be constructed to show powerful live data from the minute an agent starts to handle a call, email or webchat.
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.
| Feature | Agent | Supervisor |
| 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 supports inbound and outbound voice calls, webchat, email and outbound SMS, enabling a highly personalised customer experience.
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, webchat and outbound SMS
- 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, Salesforce and Zendesk 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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