Call Centres can look towards an integrated future with Horizon Contact

Do you want to make it easier for your customers to engage with you?  Launched this week, the new Horizon Contact cloud-based solution can do just that.

How?

Horizon Contact is a cloud-based contact centre solution which works alongside the current Horizon system.  Businesses from between 2-500 employees who are already using Horizon can easily enable Horizon Contact with no major hardware purchase, software roll out, or at great expense.

Why Horizon Contact?

It supports inbound and outbound voice channels, web chat and email, so your customers receive a highly personalised call-centre experience and you can deliver an enhanced level of customer care. A shared phonebook between agents and back office staff mean that all employees can work collectively over one telephony system and directory.  Your customers will then be connected to the right person straight away, which as we know is so important in customer retention and satisfaction. It works both ways!

Connectivity at work and at home

With at least partial homeworking set to be a reality for the foreseeable future, one very important function is that this solution lets you log in to any device from any location. Customer calls can always be taken, and with the live data and wallboard enabled, calls can be monitored on any screen.

Here are some more great reasons to use Horizon Contact  in your call centre:

  • Webchat –  you can embed simple code into your website. so leads can be routed to the most experienced agent.Management Reporting – multiple reports can be created and then scheduled and delivered to managers as and when they need them.
  • CRM Integration — you can record customer interactions and combine this data and its outcomes within a single consolidated database
  • Call Recording – choose when and how to record – inbound, outbound or both

This is just a snapshot of what Horizon Contact can do for your business.  For more details, watch this video and call Comms Connect today on 0345 370 5000.

 

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