Horizon Contact for Housing

Challenges and Benefits

As a Tenant:

I’m a vulnerable tenant and I want my call answered by a member of staff as quickly as possible (VIP Routing)
If call queue times are longer than expected, I want to be able to request a call back rather than hold (Call Back Slots)
I would like to interact with someone using my channel of choice, not just over the phone (Omnichannel)
I would like to speak to the person I last spoke to when I call back in (last agent routing)

As a Housing Association Agent/Supervisor:

I want to decide what call back slots are offered to callers so ensure we can also cover both inbound and outbound calls (Call Back Slots)
I need to be able to turn on call recording and tag the recordings for review when dealing with difficult conversations (Call Recording)
When payments from tenants are taken over the phone, I need to be able pause/resume call recording (Recording Pause/resume)
We use a third-party CRM but we would like to record customer interactions against the associated customer record (CRM integrations)

Key Features:

Call Back slots
VIP Routing
Omnichannel
Call Recording Tagging & Pause/Resume
CRM/Native Integrations

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