Horizon Cloud Contact Centre

Simplify customer engagement with Gamma’s Horizon Contact solution from Lister Unified Communications. The Contact Centre built for your business.

Main Features

  • Make it easier for your customers to engage with your organisation.
  • Horizon Contact is the integrated business communication and customer contact centre solution that simplifies customer interaction.
  • With an easy to use, self-service feature set, this platform is perfect for small to medium-sized businesses who want to make it easier for customers to engage with them.
  • Designed specifically to work alongside Horizon and Collaborate. Users already in the Horizon platform can easily be added as a Horizon Contact agent.
  • The use of soft phones means that agents only need access to a web browser to access the platform, though all Horizon handsets are compatible.

Does your business really need a Contact Centre? Click here to view our infographic.

  • Voice Channel

    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.

  • 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.

  • 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.

  • 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.

  • 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.

  • Call Recording

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

  • 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.

  • Management Reporting

    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.

AKIXI  - Advanced Call Reporting Software

Akixi call reporting software provides businesses with an advanced call management and analytics solution and whilst incorporates call centre agent reporting, group reporting and account/disposition codes. This enables supervisors to successfully manage small call centre operations with improved efficiency.

Main features

  • Real time wall boards
  • Automate reports and distribution
  • Monitor and report on calls through the business
  • Abandoned call recovery

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