Horizon Contact – Charlton Networks

What is Horizon Contact?

Horizon Contact is our cloud-based contact centre solution and is designed specifically to work in conjunction with our Horizon VoIP base phone systems. Charlton Networks design, implement and support Horizon Contact, which provides a seamless and shared services across all your customer service agents, enabling the whole team to work effectively and manage customer demand. This is possible because Horizon Contact is an integrated solution that simplifies multi-channel customer interaction, perfect for organisations who want to make it easier for customers to engage with them.

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 they can afford.

Benefits of Halo Service Desk

Cloud-based and easy add-on
Contact centre designed specifically for SMEs
A rich customer contact experience
Support for voice, web chat and SMS
Flexibility of handsets, software phones and web-apps
An agent can work from anywhere

Key Features

Management Insight & Control

Horizon Contact comes complete with a comprehensive reporting tool that enables multiple reports to be created across all channels which can viewed within the Horizon Contact portal. Reports can also be scheduled and delivered to managers as and when they need them.

Access Anytime, Anywhere

Horizon Contact is cloud-based and as such Agents can log into any device and work anytime, anywhere. Compatible with many handsets, but agents can also work with just a laptop and a headset, because Horizon Contact uses WebRTC to deliver the same experience wherever your teams have internet access.

Transform Customer Relationships

With Horizon Contact, there are no financing costs, no major hardware to purchase and no software to roll out. Horizon Contact is scalable from 2 – 500 seats, licences can be added at any time as and when your business grows and are available on 30-day contracts for managing peak demand. Quickly configured alongside your Horizon deployment and designed to work seamlessly with Horizon, agents and back-office staff can work collectively on the same telephony platform and as part of the same company directory, allowing you to share presence information and to deliver exceptional customer service.

Improve Workload Management

Supervisors get a real time view of all agent activity and contact centre managers can see wallboards tailored to their needs via a web browser. Changes can be made to an IVR within a matter of minutes, ensuring that both voice and email channels can remain live and customer queries can always be taken. Supervisors are also able to continue to monitor performance and retain all reporting functionality.

CRM Integration

Horizon Contact’s integrated CRM solution allows you to record customer interactions by channel and combine this data with all associated outcomes within a single consolidated database. CRM integration allows the contact centre agent not only to quickly find a contact’s information and contact history but will automatically display a callers details during an inbound call and allows agents to initiate an outbound call by using the ‘click to dial’ functionality directly from the CRM. Currently integration is offered with both Salesforce and Microsoft Dynamics. Other top CRM’s will be coming soon.

Guaranteed Service Availability

It has never been so important to communicate with your customers digitally and without interruption. We have built an architecture that will deliver at least a 99.99% uptime SLA. Built across multiple data centres, the distributed architecture means loss of any single site won’t impact the ability to service customers

Skills-based Routing

This allows to you automatically route calls to the most qualified agent, thereby improving levels of customer experience and first call resolution.

Why Use Charlton Networks?

We have used and deployed Horizon Contact, gaining valuable experience setting up and integrating the system. We have also undertaken extensive user training and have many years of experience in deploying phone systems.