Contact Centre Software | Simplify Customer Engagement | Fidelity Group UK
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 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.
Benefits of Horizon Contact.
Scalable and Reliable
Feature Rich
CRM Integration
Cost Effective
Remote Working
What makes Horizon Contact great?
Enhancing Customer 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 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.
Wallboard
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.
Save on analogue and hosted telephony calls today.
Testimonials
What our customers have to say
Julia Connely
I have had difficulties using Horizon on my mobile and Carl has helped me to get the new hub connected with a lot of patience. Found out that my broadband provider had to give permission for connection as it wasn’t their hub I was using anymore. He has been very calm throughout.
Mac McGlone
I spoke with Carl after my system was down. He guided me through the problems and kept me informed. The follow up was excellent until the problem was resolved.
Richard Davies
We recently changed from a standard broadband line to a leased line with Fidelity. It was installed within two months of signing (and that included the Christmas/New Year break), so much quicker than we expected. And it is far superior to our old line. A very efficient service.
Matthew Finn
Been a hosted telephony customer of Fidelity now for almost a year and be delighted with the service. The tech support is first class as you get a dedicated adviser to handle your case all the way through, which I love! I would definitely recommend.
Neeta Patel
Marco has helped a great deal on the problem and has helped to improve the services after discussion, some of which I did not realise were available. He kept in touch until we were fully happy.
Mike Hawkes
Great company, helpful and always available when required.
Kevin Dowling
Fidelity is an excellent telecoms provider. The levels of support we receive pre and post-sales are second to none.
Save on analogue and hosted telephony calls today
Testimonials
What our customers have to say
Julia Connely
I have had difficulties using Horizon on my mobile and Carl has helped me to get the new hub connected with a lot of patience. Found out that my broadband provider had to give permission for connection as it wasn’t their hub I was using anymore. He has been very calm throughout.
Mac McGlone
I spoke with Carl after my system was down. He guided me through the problems and kept me informed. The follow up was excellent until the problem was resolved.
Richard Davies
We recently changed from a standard broadband line to a leased line with Fidelity. It was installed within two months of signing (and that included the Christmas/New Year break), so much quicker than we expected. And it is far superior to our old line. A very efficient service.
Matthew Finn
Been a hosted telephony customer of Fidelity now for almost a year and be delighted with the service. The tech support is first class as you get a dedicated adviser to handle your case all the way through, which I love! I would definitely recommend.
Neeta Patel
Marco has helped a great deal on the problem and has helped to improve the services after discussion, some of which I did not realise were available. He kept in touch until we were fully happy.
Mike Hawkes
Great company, helpful and always available when required.
Kevin Dowling
Fidelity is an excellent telecoms provider. The levels of support we receive pre and post-sales are second to none.
Frequently Asked Questions (FAQ)
What is required to enable the integration of Microsoft Teams with Horizon?
Is a Horizon subscription necessary?
What minutes bundle is available with Horizon for Microsoft Teams?
If I add the Horizon for Microsoft Teams bolt-on to an existing Horizon subscription, will it initiate a new contract?
Can Horizon for Microsoft Teams be deployed internationally?
How can phone access be retained in an emergency?
What if there is an office relocation?
Does the quality suffer compared to fixed telephony?
What is hosted telephony?
If you have any other questions or need further clarification, feel free to reach out to Fidelity Group for more information.
