Horizon Contact for Legal and Financial

Challenges and Benefits

As a Client:

I want to speak with someone with the right knowledge and expertise (Skills Based Routing
I want a range of different options to communicate with my provider/practice (Omnichannel)
I want to avoid repeating my case details, to keep costs down (Last Agent Routing)
I want a reminder of my appointments (SMS)
I don’t want to be held in a queue (Call Back)

As a firm/practice:

We need to be able to record calls in line with regulatory requirements (Call Recording)
We want to report on staff performance, talk time and lost calls for accurate billing (Live and Historical Reporting)
We need to see how quickly clients calls have been answered and ultimately handled (Live wallboards)
We need to have centralised access to all customer interactions that all the team can use (CRM)
We need to be able to handle sudden increase in call volumes (Cloud based and scalable)
We need to prioritise VIP clients (VIP Routing)
We want to easily update our update our clients on new services or promotions (Campaign Dialler)

Key Features:

Omnichannel
Browser Based
SMS
CRM
Reporting
VIP Routing – Priority customers
Last Agent Routing
Skills Based Routing
Scheduled Call back
Call Back
Campaign Dialler

Do you want to grow your business?

we can do it together