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Horizon Cloud Contact Centre

Cloud Contact Centre


Delivering Cloud Contact Centre transformation.

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Simplified Customer Engagement

Horizon Contact supports inbound and outbound voice calls, webchat, email and outbound SMS, enabling a highly personalised customer experience.

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Wallboards

Wallboards can easily be constructed to show powerful live data from the minute an agent starts to handle a call, email or webchat.

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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.

Have a chat with us about changing to a cloud based contact centre.

Why not take a look at what Horizon Contact can do

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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.

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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.

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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.

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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.

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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.

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Call Recording

Freedom of choice – Choose to record inbound, outbound or internal calls for customer service, training or audit purposes.

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Guaranteed Service Availability

We have built an architecture that will deliver at least a 99.99% uptime SLA. Built across four Gamma data centres, the distributed architecture means the loss of any single site won’t impact the ability to service customers.

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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.

Want to know how a contact centre can help your customer communications? Why net let us give you a call

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