Contact Centre Software | Simplify Customer Engagement | Fidelity Group UK

Simplified Customer Engagement

Horizon Contact: Cloud Based Contact Centre

Smart ways of working with Horizon Contact.

Simplify customer engagement with Horizon Contact. The Cloud Based Contact Centre built for your business.

Horizon Contact makes 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. Making it perfect for organisations that want to make it easier for customers to engage with them.

Horizon Contact provides an easy-to-use, self-service feature set. Ideal for small to medium businesses, and it is available for a very attractive and affordable price.

Our team is here to help your organisation communicate better.

Benefits of Horizon Contact.


Scalable and Reliable

From 2 to 500 Seats, with the flexibility to easily add licenses as your business expands

Feature Rich

Delivering an array of capabilities: encompassing voice, email, webchat, social media, and much more.

CRM Integration

Seamlessly connects with a diverse array of business applications, streamlining the management of customer interactions

Cost Effective

A compelling choice for budget-conscious businesses and organisations looking for a great value call centre system.

Remote Working

Horizon Contact is a cloud-based solution, that facilitates seamless customer interaction management, worldwide. Ensuring uninterrupted service, broadening talent access, and meeting flexible working options.

What makes Horizon Contact great?

Horizon Contact enhances customers experience through clear, concise, and consistent user engagement.

Agent Interface
Agents can view all the queues they have been given access to. Agents can take calls via an 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 Horizon 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 Contact 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

Horizon Contact find out more


What our customers have to say

Horizon Contact: Frequently Asked Questions

What is required to enable the integration of Microsoft Teams with Horizon?
1. Office 365 Enterprise subscription: You need an Office 365 Enterprise subscription, specifically E1, E3, or E5. 2. Microsoft Phone system add-on: With E1 or E3 subscriptions, you need to have the Microsoft Phone system add-on. 3. Horizon subscription with Horizon for Microsoft Teams bolt-on: A Horizon subscription is required, along with the Horizon for Microsoft Teams bolt-on. 4. The Gamma Voice app: You need to have the Gamma Voice app installed.
Is a Horizon subscription necessary?
Yes, a Horizon subscription is a prerequisite for Horizon for Microsoft Teams.
What minutes bundle is available with Horizon for Microsoft Teams?
Horizon for Microsoft Teams offers a minutes bundle that includes 2000 minutes to UK geographic numbers per user, per month on a 30-day rolling term. Additionally, there are 2000 minutes to UK mobile numbers per user, per month on a 3 or 5-year term.
If I add the Horizon for Microsoft Teams bolt-on to an existing Horizon subscription, will it initiate a new contract?
No, adding the Horizon for Microsoft Teams bolt-on to an existing Horizon subscription will not initiate a new contract. This service is considered a bolt-on and will not impact your existing Horizon contract.
Can Horizon for Microsoft Teams be deployed internationally?
While the primary focus of Horizon for Microsoft Teams is UK-based businesses, it is possible to deploy it internationally with some important considerations. Calls between MS Teams users who are part of the same MS tenant will be on-net calls and free of charge. Calls from MS Teams users based outside of the UK to UK geographic or mobile numbers will use the available minutes bundles where applicable. Calls from MS Teams users based outside the UK calling local numbers in their respective countries will be charged as international calls.
How can phone access be retained in an emergency?
SIP trunking can be deployed to handle emergencies such as office closures due to flooding or other unforeseen circumstances. SIP trunking is disaster recovery/business continuity-ready, allowing you to quickly and easily reroute calls to an alternative location, ensuring you never miss a call.
What if there is an office relocation?
Hosted telephony offers several financial benefits, including: 1. No upfront spend on hardware or software: There is no need to invest in hardware or software upfront. 2. No costly PBX maintenance or upgrades: As the provider, Gamma is responsible for the hardware and software, including system upgrades. 3. Access to low-cost and free IP calling: Hosted telephony allows you to make low-cost or even free IP calls.
Does the quality suffer compared to fixed telephony?
By starting with a proper business network, implementing quality of service (QoS), and utilizing service level agreements (SLAs), the use of a cloud-based phone system like hosted telephony will not result in any noticeable difference in quality for your staff and customers compared to traditional fixed telephony.
What is hosted telephony?
Hosted telephony is a telephone system that resides in the cloud instead of being physically located in your office. Users can access the system through a standard IP handset or a softphone, which is a screen-based virtual phone with a headset. Calls are made and received over a broadband connection and are then routed to PSTN fixed and mobile devices.

If you have any other questions or need further clarification on the benefits of Horizon Contact, reach out to Fidelity Group.