Horizon Contact is a new service which is being added to the Gamma Horizon telephone platform, enabling businesses to make it easier for their customers to engage with them.
It is a business communication and customer contact solution that allows “multi-channel customer interaction” which means that phone calls, email communication and customer records are linked together in one joined-up place.
It is aimed at small to medium businesses and comes with an easy-to-use set of features, with pricing based on an affordable monthly licensing model.
The idea is that Contact is used by the individuals in an organisation who handle the majority of incoming or outgoing communications from customers. Other staff members may continue with the standard Horizon telephone licences.
Features of Contact include:
- A link to CRM software, meaning that an incoming call from a recognised customer number will automatically display the customer’s contact history, so your staff can immediately relate the call to previous or ongoing transactions.
- Workflows that can be individually customised. For example a potential new customer can be categorised as a VIP and have their call answered sooner than others, in the event of a queue of calls.
- Similarly, a customer who has not paid their invoices can be routed directly to your credit control team.
- On hold music and sales messages can be varied depending on who the caller is – or the caller can be given the option to select their own music.
- A facility to schedule the next follow-up, whilst on the call.
- Horizon Contact can handle email communications as well as phone calls. Emails can be automatically routed depending on the sender or based on key words used within the email.
- A call recording system which can include the option for the caller to choose not to be recorded, whilst your side of the call is still recorded if required.
- A call-back feature which assesses a caller’s position in the queue, announces the estimated wait time and offers 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.
- Instead of having a permanent message saying “we’re experiencing high call volumes”, the system can switch that on when the call queue hits a certain level.
- As well as voice communications and email, Horizon Contact has a webchat feature which connects enquiries from your website, directly to the most appropriate person within your business. Webchat conversations can be handled between phone calls to ensure high productivity levels within your workforce.
If your business structure is such that you have a team of call handlers with a call supervisor, then additional functionality is available for supervisors. Examples include the ability to monitor activity levels, view the presence status of call handlers, listen to calls, coach the call handler or take over the call. There is also a range of reports and wallboards to display call statistics and staff activity.
To find out more, including arranging a demonstration, please speak with us or enter your contact details here.