Easily Controllable FeaturesYou can manage Horizon through an easy-to-use web interface
No More UK Call ChargesFree site-to-site calls and inclusive minutes to UK Landlines & Mobiles
No Hidden Cost On-Demand ServiceHorizon has minimal CAPEX, so you only pay for what you need on a simple per seat basis
Enables Flexible WorkingHorizon enables flexible work through hot-desking, home working, and mobile integration
Business Continuity SolutionUnexpected events such as snow, floods or strikes won’t disrupt your business
Use Any Geographical UK NumberPort your numbers or take new geographical numbers from any UK location
Horizon Phone System Overview
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.
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
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.
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).
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.
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.
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 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.
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
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.
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.
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.
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.
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.
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.
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.
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
Ideal for general office use
- Backlit display (mono)
- 2 line keys
- 2 programmable keys / busy lights
Ideal for customers needing mobility
- High-quality sound
- Business-essential call features
- 50m indoor/300m outdoor range
Ideal entry-level for low to moderate call volumes
- 6 lines or speed dials
- 208x104 pixel resolution
- 2x Ethernet 10/100/1000
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
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
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
- 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
- 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
- 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
- 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
- Intuitive User Interface
- Easy To Follow Wizards
- Instant Changes
- Access Anywhere