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Easily Controllable Features

You can manage Horizon through an easy-to-use web interface

No More UK Call Charges

Free site-to-site calls and inclusive minutes to UK Landlines & Mobiles

No Hidden Cost On-Demand Service

Horizon has minimal CAPEX, so you only pay for what you need on a simple per seat basis

Enables Flexible Working

Horizon enables flexible work through hot-desking, home working, and mobile integration

Business Continuity Solution

Unexpected events such as snow, floods or strikes won’t disrupt your business

Use Any Geographical UK Number

Port your numbers or take new geographical numbers from any UK location

Horizon Phone System Overview

Stickmen Holding Arrow Up

Horizon is a complete communications service for your business no matter what size, it provides an extensive range of fixed and mobile telephony capabilities via an easy-to-use web portal. The service allows you, to easily manage your environment whilst enabling your employees to maximise their productivity. Horizon has the world’s leading call controller platform BroadSoft at its heart, meaning horizon delivers the richest user experience in unified communications.

Reporting

Do you know how many calls you are getting? Do you know how they are being handled or who is handling them?

With The Horizon hosted phone system, you can report on each site, team or user. There are easy to understand graphs that are automatically generated advising, busy hours, calls answered, unanswered or engaged, geographical locations of where your calls are being generated from and number of calls generated weekly or monthly.

For more comprehensive contact centre reports, you can bolt on Akixi Reporting

Home Working

As Horizon is a hosted solution; you can unplug your handset from the office, take it home, and connect it to your home router, all your configuration settings will remain the same. If you’re concerned about the voice quality, you can change your codec quality to suit your connection speeds. Horizon IP Hosted phone system flexible home worker image.

In addition if you don’t have your handset with you, you could take advantage of the Remote Office Feature.

By adding any landline number (hotel / home phone / holiday home) in the web portal or app. Horizon will call you and once connected will call the party you are dialling. Your number presentation and call recording will be retained, just like you were sat in the office.

Mobile Client

The Android and iOS Apps enable users to make and receive calls on a mobile device, as well as providing access to key settings for their service. It works seamlessly with the Horizon service to ensure that you can control your user account and handle calls efficiently, wherever you are.

New features such as Presence and Instant Messaging add to the core Horizon services and provide an informed way of communicating with your colleagues, as well as giving you a new route to gain immediate responses when it might not be convenient to speak on the telephone.

This is an ideal bolt-on for users who often work remotely or who are regularly on the move with access to WiFi (e.g. in hotels).

Receptionist

Manage incoming calls and call routing to single or multiple sites via a simple, easy-to-use interface.

Horizon Receptionist Console adds a low-cost way of managing your key call routing and monitoring multiple contacts or sites, where this is not achievable through a more traditional phone and side car solution.

Softphone

The Horizon Desktop Client lets you connect your office phone to your preferred business device, such as a laptop or PC. It works seamlessly with the Horizon service and mobile client to ensure that you can control your user account and handle calls efficiently, wherever you are.

The Horizon Desktop Client provides a new way to interact with Horizon and using existing devices you can reduce the cost of entry to a hosted solution, as well as minimising telephony costs incurred whilst on the move or in different locations.

Call Queuing

Horizon Call Queue helps you present a professional image to your customers by managing incoming calls effectively and delivering them to groups, as soon as users become available.

Horizon Call Queue adds a low-cost way of managing your incoming calls professionally and provides constant information and choices to your callers, reducing the risk of losing valuable incoming calls.

Integrator CRM

Integrator CRM takes the Integrator software a step further. Compatible with over 20 of the top CRM packages including Salesforce and Microsoft Dynamics, Integrator CRM helps users to be even more efficient and productive by providing quick access to contacts and the ability to dial directly from your CRM system.

Disaster Recovery

You can access cloud services from almost anywhere. If you can’t access the office due to hazardous weather conditions, Horizon can empower you to work from home. In addition using the Call Handling feature, you can plan for the eventually that you may lose internet connection.

Horizon IP Hosted phone system disaster recovery from anywhere imageYou could route all calls to mobiles or a DR location, depending on the size of your organisation.

Using Horizon you can plan for these invents, and unlike most other hosted solutions whereby you have to invoke some form of disaster recovery plan by clicking a switch. Horizon will perform according to what you have enabled.

For instance if a call can't connect due to an data connectivity issue, you may have the call routing to a DR location. This will automatically take effect, ensuring effective and fluid disaster recovery failover.

Horizon Phone System Contact Centre

Stickmen In Call Centre

Horizon Call Centre is a cloud based service with an extensive range of inbound call centre capabilities that can be configured and managed via an easy-to-use web portal, complementing our other product portfolio. An extension to our Horizon hosted telephony platform, this add-on service enables businesses to easily manage their call centre environments, boost productivity of call centre agents and the overall efficiency of their call centre and help them deliver a first-rate service to their customers.

Call Queues

To help manage expectations when it comes to call wait times and avoid customer’s hanging up before their call is answered, a message can be played which indicates an estimated wait time, with periodic updates as they move closer to the front of the queue.

The messaging played during the queue can also be used for marketing purposes, for example to advertise a new service or promotion. Up to 50 calls can be queued at one time.

Monitoring Agents

Supervisors can monitor agents and call queues. They can re-order call queues so important customers can be prioritised when needed. Agent’s statuses can be monitored and changed by supervisors, giving greater control when dealing with periods of high call traffic.

Call Barging

Flexible supervision that lets supervisors start a conference between the caller, the agent and themselves, without an invite. This helps them spot potential problems before they become serious and identify training needs.

Unavailable Codes

When agents are unavailable to take calls, a code can be selected to specify why they’re not available, for example when they’re at lunch or in training. This allows for more accurate reporting, while giving more of an insight into the agent’s behaviour through the working day.

Escalations

Sometimes agents need a little extra help from a supervisor or team leader when dealing with certain customer queries. By being able to quickly escalate a call, the customer’s issue can be resolved efficiently, leaving them satisfied and the agent free to move on to the next call.

Call Escalation: An agent can choose to escalate the call to a supervisor or team leader. The call is placed on hold and the agent can consult privately with the supervisor before bringing them into the call.

Emergency escalation: Ideal for more urgent issues as it enables agents to bring the supervisor or team leader straight into the call without the initial consultation.

Agent Log In/Out

Agents log in at the beginning of their shift and log out when they are finished, either via their compatible handset, agent client, Akixi or Horizon interface.

Ensuring agents are only ever offered a call when they are available to accept it.

Agent State

When logged in, agents are displayed as ‘Available’, ’unavailable’ or in ‘Wrap up’

Available: Ready to take a call

Unavailable: Not available to take a call

Wrap up: Agent needs some time before the next call, for example to process an order or ask a question – the administrator sets the time limit.

Call Distribution

To ensure calls get answered efficiently, Horizon Call Centre lets you easily set-up how your incoming calls are distributed – including the flexibility to define which agents are allocated to which types of calls, based on experience and how long it’s been since their last call was completed. This can help ensure calls are assigned to the most suitable agents.

Regular call distribution: Incoming calls hunt through agents in list order until an available agent is identified as available. For each call that comes in, it starts from the top of the agent list.

Circular call distribution: Incoming calls hunt through agents in list order, taking into account who took the last call. When the search reaches the end of the list, it loops back to the top and continues until it has tried all users.

Uniform call distribution: Incoming calls hunt through all agents, in order of who has been idle the longest.

Simultaneous call distribution: Incoming calls alert all agents at the same time. The first agent to answer handles the call.

Weighted call distribution: Incoming calls are routed through to idle agents based on their assigned percentage as set-up in the call centre profile. This feature supports an element of skill-based routing, as a higher percentage of calls can be routed to more highly skilled agents.

Horizon Phone System Handsets

Cisco SPA504G

Cisco SPA504G Handset

Ideal for general office use

  • Backlit display (mono)
  • 2 line keys
  • 2 programmable keys / busy lights

Yealink W52P

Yealink W52P Cordless Handset

Ideal for customers needing mobility

  • High-quality sound
  • Business-essential call features
  • 50m indoor/300m outdoor range

Polycom VVX310

Polycom VVX310 Handset

Ideal entry-level for low to moderate call volumes

  • 6 lines or speed dials
  • 208x104 pixel resolution
  • 2x Ethernet 10/100/1000

Polycom VVX411

Polycom VVX411 Handset

Mid-range business media phone

  • 12 lines or speed dials
  • 3.5" colour TFT
  • 320x240 pixel resolution
  • Polycom HD VOice up to 7KHz on all audio paths
  • 2x Ethernet 10/100/1000

Polycom VVX500

Polycom VVX500 Handset

Performance business media phone, best-in-class desktop productivity and unified comms for busy professionals

  • 12 line appearances or speed dials
  • 320x240 pixel resolution
  • 3.5" colour touch screen

Polycom VVX600

Polycom VVX600 Handset

Premium business media phones delivering best-in-class desktop productivity for corporate executives and managers

  • Large (4.3") TFT (480x272) capacitive touch-screen
  • Up to 16 line appearances/speed-dials
  • Hard keys: 12-key keypad, home, speaker, mute, volume, headset
  • Integrated Bluetooth

Horizon Phone System Benefits

Work Efficiently

  • Last Number Redial for convenient repeat dialling
  • Easily make a call with Click to Dial through the user interface or client
  • Assign calls to cost centres using Account Codes
  • Use Presence or Pre-set Availability Profiles to manage incoming calls
  • No more unwanted calls with Anonymous Call Rejection or Selective Call Rejection
  • Automatic Calback so that you can stay productive
  • Call your colleagues when they are free using Busy Lamp Keys
  • Show you are unavailable using Do Not Disturb
  • Company directory available from the handset and up to speed dials for your favourite numbers
  • Use Call Recording for audit trials, compliance or training purposes

Work Flexibly

  • Manage incoming call efficiently with Call Forwarding
  • Home Worker lets you take your profiles and settings to your home office
  • Play a Voicemail message from your desktop, save it or forward a copy to your entire team
  • Never miss a call with One Number Anywhere and Sequential Ringing
  • Keep track of important calls with Call Notify by Email
  • Use your number and preferences on any enabled phone in your company with Hot-Desking
  • Use your number and porfile on any phone, anywhere with Remote Office

Work Together

  • N-Way Call for convinent collaboration with colleagues
  • Hunt Groups for distributing and allocating calls across your team
  • Call Transfer for any internal or external number
  • Common or customisable settings for Sites, Groups and Departments
  • Hold a call and pick it up on another phone with Call Park
  • Answer a group member's phone with Call Pickup
  • Instant Group Call enabling efficient collaboration

Improve Company Image

  • Call Waiting ensures you're ready to take your next call
  • Get your messages across wth Music on Hold
  • Avoid your calls being passed on and on with Diversion Inhibitor
  • Provide callers with menu options for call routing using Auto Attendant
  • Enhance your brand by uploading your company logo and specific adverts
  • CLI Flexibility to allow you to present any number you have permission to call on behalf of

Ensure Security

  • Use Call Histry to view all calls made, received and missed
  • Bar unapproved call types with Call Barring
  • Allow access to phones using Authorisation Codes

Manage Anywhere

  • Intuitive User Interface
  • Easy To Follow Wizards
  • Instant Changes
  • Access Anywhere
Ethernet Access

Use our Ethernet checker, providing instant pricing for speeds up to 1GB with Disaster Recovery failover options, to your offices in less than 60 seconds.

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Inbound Numbers

Choose a non-geographic 08 or 03 number from our extensive selection of numbers. Hosted on our Inbound platform changing call plans and access to live reports are standard.

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AuditWise

Quality assessment using Excel can be time consuming, unreliable and counterproductive. Use AuditWise to deliver measurable results into your Contact Centre.

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SIP Trunks

Competitively priced inclusive UK landline and mobile minutes are provided with all our SIP services. Utilising the largest UK SIP networks our platform is inherently resilient.

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Hosted Phones

A seamless cloud based plug and play hosted phone system. Ideal for SoHo to Enterprise, Horizon offers a feature rich low cost alternative to a traditional phone system.

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Telecoms Audit

Did you know over 54% of UK businesses are charged for services they no longer require? Take advantage of our no-obligation audit where we’ll highlight obsolete services and reduce costs.

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