The most efficient and up-to-date contact centre solutions should allow you to respond to customers in real-time via multiple channels – by phone, webchat, email and SMS. To create seamless, cross-channel support, you need the right solution, one that brings together the ‘real people’ behind the calls and the automated services that they make use of in order to give both customers and agents a seamless experience.
Smart ways of working with Omnichannel
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.
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 Microsoft 365 or Gmail. Multiple email addresses can be configured, which in turn can be assigned to different queues.
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.
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.
Freedom of choice – choose to record inbound, outbound or internal calls for customer service, training or audit purposes.
This allows you to automatically route calls to the most qualified agent, thereby improving levels of customer experience and first call resolution.
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.
Cloud-based Contact Centre solution
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 agents within the Horizon portal.
Offering a rich customer contact experience for voice, email and webchat interactions, Horizon Contact is compatible with a broad range of handsets and supports WebRTC to enable the use of softphones. This allows an agent to work from anywhere on any device, with only the need to access a supported browser.