Horizon Contact

Horizon Contact is a cloud-based, inbound communications management platform. Delivered by the experts at Focus Group, Horizon Contact is designed to improve your customer service capabilities and accommodate your continued business growth, no matter its shape or size. With this customer-centric solution, your inbound calls, web chat, messages and email services are integrated for a truly seamless experience.

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What is Horizon Contact?

Designed to integrate with Horizon-hosted phone systems, this inbound communications management platform provides you with multi-channel interactions that make it easier for your customers to contact you.

Horizon Contact is easy-to-use, quick-to-deploy and most importantly, an affordable hosted solution for businesses of all sizes, utilising a range of handsets and softphones to support hybrid working.

With the benefit of providing access from anywhere, your team has a secure and supported web browser that is feature-rich and integrates with the leading CRMs for seamless interactions. From queue management and reporting features to wallboards and elevated customer services, Horizon Contact offers your business an opportunity to maximise performance and overall customer experience.

Benefits of a Horizon Contact solution

Access anytime, anywhere

Just like the Gamma Horizon phone system and Collaborate unified communications solution, Horizon Contact is cloud-hosted and built for workforces that are not always office-based. With Horizon Contact, your teams have access to a platform that allows them to deliver first-class customer service anytime, from anywhere.

Cloud-based solutions allow your businesses to attract and retain better staff with more flexible working conditions and the latest advancements in technology. This flexibility also presents opportunities to extend available contact hours to accommodate your customers’ needs, so you can respond to interactions in the evening or at weekends.

Improved customer service

A communications management platform is all about improving customer service. With your team able to view customer records and past omnichannel interactions as new calls, messages, or emails come in, they can reply with professional familiarity and speed.

Calls are fairly queued, with an additional call-back option available if they do not have time to wait. Additionally, calls can be directed to the most appropriate team member via dynamic skills-based routing and interactive voice response (IVR) self-service options. Customers can also be transferred with ease to other colleagues using shared phonebooks and presence information to bring queries to a satisfying conclusion.

Quick, secure and scalable deployment

With a cloud-hosted communications management platform, there is no need for expensive hardware deployment or maintenance.

Horizon Contact can be quickly and securely configured alongside - or in addition to - your Horizon phone system. Horizon Contact can also grow with your business through the simple addition of extra licences. Even if you start off small, your business can scale up with you to keep pace with your customers’ needs.

Features of Horizon Contact

Cloud-based contact solution

As a cloud-hosted service, Horizon Contact can be used by your team anywhere, as long as there is access to the internet and the appropriate licences are in place.

With no expensive hardware to deploy or maintain and the opportunity for your staff to work flexibly at any time on any device, Horizon Contact boasts carrier-class resilience and availability blended with industry-leading cloud-based architecture.

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Hosted CRM integration

Enabling your team to access customer details as they call in is critical for success. This can only be achieved through CRM integration.

Horizon Contact integrates with top CRMs (Microsoft Dynamics, Salesforce and more) to automatically display caller details, allowing your staff to click-to-dial from CRM records and ensure interactions with your customers are informed, ultimately improving the customer experience.

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Cloud-hosted insight management and control

Cloud contact solutions rely on the ability to monitor team performance.

Horizon Contact enables supervisors to access live data for contact queues and staff performance to ensure your customer communications are effective, every time.

As well as wallboards tracking user performance, supervisors have the option to create multiple reports that can be scheduled and viewed within the Horizon Contact portal to provide information on calls, web chat and email communications to ensure customer queries are being dealt with as quickly as possible.

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Frequently asked questions

How long does it take to set up Horizon Contact?

On average our project teams deploy within six-eight weeks but can be escalated if you have tighter deadlines to achieve.

Can I record calls?

Yes, you can choose to record inbound, outbound or internal calls to assist you with staff training, detail checking and dispute resolution purposes. You can choose how long you store your calls for too. Horizon call recordings are stored in a secure, encrypted environment and meet GDPR compliance requirements.

How can I monitor and manage staff performance?

Supervisors can have management insight and control of all their agents and queues via a comprehensive reporting tool on their desktop to view live activity and assess historical reports to improve performance. Interactions can be classified and displayed on wallboards too to inspire staff productivity and healthy competition.

What communication channels does Horizon Contact support?

We use many forms of communication in our personal lives, so it is obvious we want to use the same tools when we contact businesses. Horizon Contactis an omnichannel cloud hosted contact centre giving agents access to calls, web chat and emails to meet customers’ contact preferences.

Is additional hardware or software required?

You do not need any extra contact centre hardware or software for Horizon Contact, that’s the beauty of a hosted contact centre. You may wish to purchase extra handsets and headsets if you are expanding your team, but other than that you just need a Horizon Premium subscription and an Agent or Supervisor licence.

Can I manage and prioritise which agents receive calls and emails?

Absolutely! It’s your contact centre so you are in control. Calls can be automatically routed according to staff skillset to make sure customer queries are quickly dealt with by the best agent. Emails can also be assigned to different queues according to the email address they were sent to.

Customer stories

View customer stories

A4G

A4G partnered with Focus Group to get them connected on a secure and reliable network which delivered powerful results.

Somerset House

Focus Group guided Somerset House through the adoption of a cloud-first strategy to enable a future-proof digital transformation.

Haven House

Haven House appointed Focus Group to review its energy services, simplify its supplier relationships and deliver critical cost savings.