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CX TRANSFORMATION
HORIZON CLOUD CONTACT CENTRES
Horizon is a cloud-based, easy to use self-service contact centre for small to medium businesses
Horizon cloud contact centres simplify customer engagement
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.
Horizon Cloud contact centres
Horizon Contact is a cloud-based contact centre solution designed specifically to work in conjunction with Horizon and Collaborate, providing a conjoined experience and shared feature set for front and back-office contact centre agents.
Improved Customer Service:
- Management Insight and Control
- Quick, secure and scalable deployment
- Guaranteed Service Availability
- Access anytime, anywhere
- CRM integration
Getting it right first time
Horizon Cloud 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, enabling a highly personalised customer experience.
With easy to create complex interaction flows, dynamic skills-based routing and IVR self-service options, Horizon Contact allows you to connect your customers to the most appropriate person faster, improving first contact resolution and delivering an enhanced level of customer care.
Horizon Cloud Contact Centre Features
Management Insight and Control
Horizon Contact comes complete with a comprehensive reporting tool that enables multiple reports to be created across all channels which can be viewed within the Horizon Contact portal. Reports can also be scheduled and delivered to managers as and when they need them.
Access anytime, anywhere
Horizon Contact is cloud-based and Agents can log into any device and work anytime, anywhere. Compatible with all Gamma handsets, but agents can also work with just a laptop and a headset, because Horizon Contact uses WebRTC to deliver the same experience wherever your teams have internet access.
Guaranteed Availability
It has never been so important to communicate with your customers digitally and without interruption, Gamma has built an architecture that will deliver at least a 99.99% uptime SLA. The distributed architecture means loss of any single site won’t impact the ability to service customers.
CRM Integration features
Horizon Contact’s integrated CRM solution allows you to record customer interactions by channel and combine this data with all associated outcomes within a single consolidated database. CRM integration allows the contact centre agent not only to quickly find a contact’s information and contact history, but will automatically display a callers details during an inbound call and allows agents to initiate an outbound call by using the ‘click to dial’ functionality directly from the CRM. Currently integration is offered with both Salesforce and Microsoft Dynamics. Other top CRM’s will be coming soon.
Quick, secure and scalable deployment
With Horizon Contact, there are no financing costs, no major hardware to purchase and no software to roll out. Horizon Contact is scalable from 2 – 500 seats, licences can be added at any time as and when your business grows and are available on 30-day contracts for managing peak demand.
Quickly configured alongside your Horizon deployment and designed to work seamlessly with Horizon, agents and back-office 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.
Some of the features of Horizon cloud contact centres
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
FEATURE
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.
CALL RECORDING FUNCTIONALITY
With Horizon Contact, you can choose if you want 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.
EMAIL CHANNEL INTEGRATION
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.
WALLBOARDS AND DASHBOARDS
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.
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 third- party reporting tool or to manager’s email addresses.
WEBCHAT
FEATURE
Webchat is the fastest growing communication channel. Webchat conversations can be served between calls to ensure high agent productivity or agents can work on multiple chats at the same time.
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
With Horizon Contact, you can choose if you want 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.
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.
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.
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 third- party 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.
Why do clients choose to partner with Opus?
OUTSTANDING CUSTOMER
EXPERIENCE
It’s proven. We are a safe pair of hands who put the customer at the heart of everything we deliver.
COMMITTED
TO HIGH
STANDARDS
Our world class expertise is delivered by our internal teams and best of breed tech partners.
FULLY TAILORED
STRATEGIC
SOLUTIONS
We are technology agnostic and only deliver a business outcome driven approach.
CONSISTENT
SERVICE LEVEL PROMISE
We provide fully comprehensive reports, dedicated contacts and financially backed SLAs.
Delivering a world class customer experience
Accredited by the Institute of Customer Service Service Mark Certification, we pride ourselves on being a customer-driven and service-led technology provider, our 2% customer churn rate reflects this. Opus focus on delivering tailored technology with purpose and building long-term partnerships together with our clients.
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Frequently Asked Questions - Horizon Cloud
Horizon Contact is a cloud-based contact centre solution that is designed specifically to work in conjunction with Horizon and Collaborate.
Deployment of a Horizon Cloud Contact Centre can be fast as all the configuration will be completed by our consultants using their management interface.
Horizon Contact provides a consistent quality Omnichannel solution. With Horizon Contact, supervisors access real-time data for contact queues and agent efficiency, ensuring effective customer communications consistently.
Horizon Contact is a complete Omnichannel solution. It supports inbound and outbound voice channels, webchat and outbound SMS.
Find out more about how Opus can add value to your business
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