Contact Centre Software | Simplify Customer Engagement

Simplified customer engagement.

The Cloud Contact Centre for Horizon.

Smart ways of working with Omnichannel.

Simplify customer engagement with Horizon Contact solution. The Contact Centre was built for your business.

Make it easier for your customers to engage with your organisation.

Horizon Contact is the integrated business communication and customer contact centre solution that simplifies customer interaction. Perfect for organisations who want to make it easier for customers to engage with them, and 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.

Horizon Contact is a cloud-based contact centre solution designed specifically to work with Horizon and Collaborate.

Our team is waiting for your call to help your organisation to communicate better.

What makes Horizon Contact great?

Clear, concise, and consistent user experience to drive exceptional Customer Experience.

Agent Interface
Agents can view all the queues they have been given access to. Agents can take calls via a Horizon handset or a softphone using the Horizon Contact portal.

Supervisor Interface
The Supervisor user has full agent functionality but can manage all agent users. Within the Horizon Contact Portal, the Supervisor’s main screen shows live data for both the queues and the agents that they manage.

Admin Interface
Horizon Contact is managed using its web interface, which provides information and management control to authenticated operations users.

The Administrator Portal part of the interface allows users logged in at the Administrator level to customise their Contact Centre features and functionality.

When an agent has classified an interaction, the classifications are logged and analysed by the Contact Centre for display via the wallboard and inclusion in regular reports.

With Horizon Contact, there are three types of contact centre user licences:

Administrator – Administrator licences can be applied to any Horizon user. They can manage back-end functionality, such as queues and interaction flow design, but cannot receive calls or manage agents.

Agent – Agents can view all the queues they have been given access to. They can also set their status and indicate if they are available to handle new inbound requests.

Supervisor – The Supervisor user has full Agent functionality but can also manage all agent users.

Feature Agent Supervisor
Make / receive voice calls
Send / receive emails
Record own calls
View own statistics
View queue information
Change own availability
WebRTC or handset
See Horizon user presence
Use native CRM / knowledgebase
Offer call back
Listen in to agent
Coach agent
Take over agent call
See agents’ stats
Record agent calls
Review agent call recordings
View historical reports

Horizon Contact provides a consistent quality Omnichannel solution.

The interface gives agents a master view of customer communication across all channels to ensure a seamless experience.

Horizon Contact centre supports inbound and outbound voice channels, web chat and email, enabling a highly personalised customer experience.

Simplified customer engagement_Fidelity Group

Save on analogue and hosted telephony calls today.


What our customers have to say