How Horizon Contact Could Change Your Customer Contact Game

Providing a fantastic service to your customers takes a lot of work! Not only do you have to work hard on developing products and services that meet their needs, you also have to make sure there’s someone on hand to answer their calls efficiently and professionally.

As your business grows, that’s not always the easiest thing in the world. Traditionally, setting up and expanding a contact centre would mean investing in extensive new hardware and keeping track of lots of different queues and agent stats at once.

Now – some of that hasn’t changed. There’s still lots for you to juggle when it comes to managing your call centre operations – but, thanks to software like Horizon Contact, it’s easier than ever to set up a cloud-based, remote, work-friendly centre.

But what is it about Horizon Contact that sets itself apart from all the other contact centres-in-a-box solutions that have exploded since COVID-19? Let’s take a closer look.

What exactly is Horizon Contact?

Horizon Contact is a cloud-based contact centre solution that lets you manage customer calls and agent queues from a single, simple interface. Its aim is to help you reduce any headaches you might get from managing agent activity and ensuring customers get the seamless support they deserve!

Thanks to its multifaceted approach to tool and omnichannel integration, it’s never been easier for you and your agents to track customer journeys, pull up data, and ensure queries are handled by the right people at the right time.

Rather than being tied to a central series of hardware, too, you can scale Horizon Contact up and down as your team starts to embrace remote working, or as you start to take on more customers and staff.

For agents, getting started is a breeze, too. All they need to do is log in with their hardware into the Contact app, provided they have a superfast and reliable broadband connection. And, with VoIPer’s VoIP solutions in-house, it’s even easier for you to keep all your agents on the same page.

What are some of the software’s best features?

One of the best features available through Horizon Contact from the get-go is the brilliant agent interface system. As mentioned, your agents can simply log into the Contact portal and start managing their own queues and workloads as you’d usually expect them to.

However, the difference is the power and control that agents have over their queues! Instead of fumbling around awkwardly with different queues and deciding which call streams to connect to for the best, each agent has access to clear queuing data and can leap onto the next incoming call in just a click or a tap.

And, if they’re working remotely, provided they have access to a reliable and superfast internet connection, they can just log into the Contact app and start taking calls as they might from inside the office. With a VoIP solution from VoIPer, too, it’s even easier to help remote and home working agents connect to your call queues.

What’s more, agents also have access to prior data and conversations that customers have had when calling in previously. Thanks to integration with CRM software, agents can dip in and out of previous notes and conversations without having to access different tools or suites. That means customers can expect a more personalised and seamless experience.

For supervisors, too, there are other major feature benefits. For example, Contact’s supervisor dashboard functionality allows them to track individual agents and teams without having to stray into micromanagement mode, or having to physically speak to each individual employee.

That’s great news for teams that might be struggling to manage queues and service levels simply because they didn’t have enough real-time data to hand!

For operations managers, there’s also the software’s web interface – where it’s easy to customise how their contact centre is managed in just a few clicks. For example, if you want to add call features or scale your centre up and down – it’s sorted in seconds, rather than over weeks and months!

Beyond this, contact centre managers also appreciate having access to wallboard features – where it’s easier than ever for them to learn about agent performance, service levels, and overall target appreciation for the day.

Why are businesses getting behind Horizon Contact?

Admittedly, there are now more contact centre solutions in the cloud than ever before. However, where Horizon Contact stands apart from the pack is in its refreshing approach to keeping data simple.

If you’re tired of having to log in and juggle multiple suites and devices at once just to keep track of your KPIs, don’t worry – you have access to all the channels you want to manage from one screen. Even better, of course, is the fact that supervisors, ops managers, and agents can all manage their workloads through individual screens and applications.

It’s all going to work wonderfully for your customers, too. The last thing they want is for an agent to mismanage their concerns simply because they don’t have access to the right information. And, with remote and hybrid working having gone mainstream since the height of the pandemic, Horizon Contact establishes itself as one of the most viable ways to keep the team together, even when they’re apart.

VoIPer recommends Horizon Contact!

We’ve genuinely tried Horizon Contact and all its features for ourselves, and we’re all the more confident in recommending it to our customers and clients. What’s more, with reliable, superfast VoIP connectivity, managing a contact centre from day to day just got even smoother.

Make 2025 the year that you streamline your contact centre technology – and consider tools like Horizon Contact to help you get over any hurdles that might be in your way.

To start, get your business moved over to VoIP as soon as possible – especially with legacy phone systems due to go obsolete by the end of 2027.

Get in touch with VoIPer’s team now to learn more about the benefits of VoIP for UK businesses, and how we can help you move across to Horizon Contact with ease.