Horizon Cloud Contact Centre
Horizon Contact is the integrated omni-channel business communication and customer contact centre solution that simplifies customer interaction. Perfect for organisations who want to make it easier for customers to engage with you and unlike most Contact Centre solutions, Horizon Contact provides an easy to use, self-service feature set, for small to medium businesses, at a price point you can afford. Horizon Contact is a cloud-based contact centre solution that is designed specifically to work in conjunction with Horizon and Collaborate.
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 Gmail or Microsoft 365 and multiple email addresses can be configured, which can then 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.
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.
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.
Freedom of choice – Choose 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.
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.
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