Cloud-based Call Centre

 

Benefit from our extensive range of call centre features and easy to use admin access by taking call centre with our Horizon phone system

Horizon hosted phone system.  Horizon is a fully scalable phone system from 1 to thousands of users, with disaster recovery features built in.  With powerful features and plug and play technology Horizon is the phone system for the next generation of business communications

 

Complete communications system

 

Easy to use web interface

 

Lower Call Charges


 

Flexible - work from anywhere

 

Business continuity Solution

 

Always improving features



Horizon Hosted Phone System  - Call Centre

Horizon Call Centre is a cloud based service with an extensive range of inbound call centre capabilities that can be configured and managed via an easy-to-use web portal, complementing our other product portfolio.
An extension to our Horizon hosted telephony platform, this add-on service enables businesses to easily manage their call centre environments, boost productivity of call centre agents and the overall efficiency of their call centre and help them deliver a first-rate service to their customers.


Manage your call centre anywhere



 
Call Queues

Managing callers expectations


 
Monitoring Agents

Actively manage agents, statuses and queues


 
Call Barging

Allowing help to always be at hand


 
Unavailable Codes

Managing time effectively

 


 
Escalations

Managing the customer journey effectively


 
Agent Log In/Out

Actively monitoring your available agents


 
Agent State

Empowering agents to self manage


 
CALL DISTRIBUTION

Suiting agents to call types

 

Benefits of Horizon

  • Features you can easily control – Horizon puts you in complete control of your phone system and is provided with an extensive range of call handling and management features, all operated through an easy-to-use web interface.
     
  • Empower your staff with ‘one number anywhere’ – Horizon conveniently integrates your fixed and mobile capabilities so that you never miss a call. Callers dial one number to reach your desk phone and mobile phone simultaneously; you can move ongoing calls seamlessly from one phone to another without hanging up and both phones share a single voicemail box.
     
  • An on-demand service with no hidden costs – As Horizon is hosted on your behalf, you only pay for what you need on a simple per seat basis. As you are not buying a PBX, there is no major hardware investment and there are no financing costs to consider.
     
  • Lower call costs – All the cost benefits of IP Telephony including free site-to-site calls (even across international boundaries) and cheaper call rates. If you use Horizon together with our mobile services you benefit from incredibly competitive rates for calls between your fixed and mobile devices.
     
  • Enables flexible working – Horizon helps businesses become more efficient by enabling flexible work environments through hot-desking, home working, and extending the service to mobile devices.
     
  • Number choice – You have total flexibility with the numbers you want to use. You can keep your existing numbers or get new numbers. Extend your business reach and use any local area number no matter where you are located. Have a London number in Leeds!
     
  • A business continuity solution – Unexpected events such as snow, floods or strikes won’t disrupt your business. Because Horizon sits in the “cloud”, the service provides business continuity features that allow your organisation to carry on making and taking calls.

Other Services which compliment Horizon Call Centre

Horizon is a complete communications service for your business no matter what size, it provides an extensive range of fixed and mobile telephony capabilities via an easy-to-use web portal. 

Used in conjunction with our IP Telephony services, Assured IP is a voice only Broadband connection.  

These Broadband connections are 1:1 contended (uncontended) and have QoS (Quality of service) rules applied to prioritise IP voice traffic above all other traffic.  They are solely for the purpose of connecting IP Telephony systems to our network.

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Traditionally, Call Logging, Call Management, Wallboard & ACD reporting systems have required costly hardware and software deployment with the inevitable drawbacks. Now with Horizon we are delivering these functions as an optional extra, delivered to you through the Internet Cloud.

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We provide Ethernet and EFM from the UK’s major network operators. Our Ethernet services offer high connectivity speeds via a Next Generation Network (Multi Service Platform) between two or more locations in a point-to-point or point-to-multi-point situation. 
 
Using professional voice over artists to record your welcome prompts will enable you to stand out from your competitors. You only get one chance to make a first impression, so don't jeopardise your business with poor quality audios, or mechanical sounding greetings. Use real people, with trained voices, that have proven success.
 
Used in conjunction with our IP Telephony services, Converged Broadband ensures high quality IP voice and Internet can be delivered over a single connection. This makes Converged Broadband an ideal product for our hosted solution Horizon.