Simplifying 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 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. Users exist within the Horizon platform and can be easily enabled as Horizon Contact agents within the Horizon portal.
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 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.
The shared phonebook and presence information between agents and back-office staff, allows agents to transfer calls with full consult functionality. All interaction history is stored within the included CRM and available to the agent when connected to a recognised customer.
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.
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.
Guaranteed Service 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. Built across four Gamma data centres, the distributed architecture means loss of any single site won’t impact the ability to service customers.
Access anytime, anywhere
Horizon Contact is cloud-based and as such 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.
Supervisors get a real time view of all agent activity and contact centre managers can see wallboards tailored to their needs via a web browser. Changes can be made to an IVR within a matter of minutes, ensuring that both voice and email channels can remain live and customer queries can always be taken. Supervisors are also able to continue to monitor performance and retain all reporting functionality.
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.
Simple to use interface
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.
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.
With Horizon Contact, you can choose if you want to record inbound, outbound or internal calls for customer service, training or audit purposes.
This allows to you automatically route calls to the most qualified agent, thereby improving levels of customer experience and first call resolution.
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.
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 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.
As a Gamma Platinum Solutions Partner Opus is uniquely positioned to design, deliver and support any Gamma Horizon service..
Founded in 1992, Opus brings a wealth of systems integration and project delivery experience, backed by caring personalised service and support.
Contact us to find out more about our Horizon Contact service and how we can support you with your cloud communications