Horizon Contact
Integrate your business communications and customer contact systems with Horizon Contact, a multi-channel solution that simplifies multi-channel customer interaction.
With an easy to use, self-service feature set, this platform is perfect for small to medium-sized businesses who want to make it easier for customers to engage with them.
This cloud-based platform has been designed specifically to work alongside Horizon and Collaborate. Users already in the Horizon platform can easily be added as a Horizon Contact agent.
The use of soft phones means that agents only need access to a web browser to access the platform, though all Horizon handsets are compatible.
Extensive Management Reporting
With a comprehensive reporting tool, multiple reports can be created across all channels and viewed within the Horizon Contact portal. Reports can be scheduled for delivery to team members or managers when needed.
Access Any Time, Anywhere
This cloud-based system allows agents to work any time, anywhere. As well as being compatible with any Horizon handset, Horizon Contact can work with just a laptop and headset through a web browser.
Quick, Secure & Scalable Deployment
Horizon contact has no financing costs, major hardware to purchase or software to roll out. With a scalable platform from 2-500 seats, licenses can be added at any time and are available on 30-day contracts for managing peak demand.
CRM Integration
By integrating Horizon Contact with your CRM, you can immediately find a contact's information and history, display a caller's details during an inbound call, and make an outbound call to any contact in the database. Currently, integration is available with Salesforce and Microsoft Dynamics, with other CRMs available soon.
Enterprise-Grade Architecture
Communication without interruption has never been so important, so you can have the peace of mind of running a system built on an architecture that will deliver at least a 99.99% uptime SLA across four data centres.
Horizon Contact
Horizon Contact users are split into Agents and Supervisors, with Administrators able to edit the functionality of the system.
Supervisors have the same access as Agents but are also able to manage and monitor the activity of Agent users. As a cloud-based platform, Horizon Contact can be accessed at any time through a web browser, no matter where you are working.
Our simple pricing model allows you to add licences when you need them, from just two users up to a maximum of 500 seats on one package. The users are used across the Horizon platforms for ease of management.
Voice Channel
Horizon Contact provides a comprehensive set of voice features to enable agents to make and receive calls and manage current and historical communication with customers.
Call Queues
Inbound telephone calls can be queued and managed all within the contact centre environment. Calls can be prioritised into VIP queues, based on the caller’s telephone number to ensure they are provided with a premium service.
Wallboards and Live Data
Wallboards can easily be constructed to show powerful live data from the minute an agent starts to handle a call, email or web chat. The dashboards present information relating to service numbers, queues, and live status events such as the availability of Agents, which is fundamental for Supervisors to review performance and in addition change the status of Agents if they are no longer available.
Call Recording
With Horizon Contact, you can choose if you want to record inbound, outbound or internal calls for customer service, training or audit purposes. Callers can also be provided with the choice to opt-out of their calls being recorded, however, Agents can still select to record their part of the call.
Email Channel
Horizon Contact can be connected to email servers to send and receive emails using the POP3, SMTP and IMAP protocols. This allows customers to use existing email services such as Gmail or Microsoft 365 and multiple email addresses can be configured, which can then be assigned to different queues
Management Reporting
There is a comprehensive reporting tool built into Horizon Contact that enables multiple different reports to be created and viewed with the Horizon Contact Portal. Reports can be scheduled and exported either to a third-party reporting tool or to the manager’s email addresses.
Call Back
We understand that customers aren’t always in a position to wait in a queue to speak to an agent. Horizon Contact can be configured to assess a caller’s position in the queue, announce the estimated wait time and offer the caller the option of a call back if the wait time is too long. Selected time slots can also be offered to provide a more flexible call back option.
Webchat
Webchat is the fastest growing communication channel and using simple tools, you can embed code into your website that will connect your potential sales leads directly to the most skilled agent. Webchat conversations can be served between calls to ensure high agent productivity or agents can work on multiple chats at the same time.
How can we help you?
Below you will find the answers to the questions we get asked most frequently about. If you can’t find the answer you are looking for please contact us.
Questions about Horizon Contact
Can Cloud Contact Centre integrate with my existing platforms?
How is Cloud Contact Centre priced?
Will Horizon Contact help with productivity and efficiency?
How will this technology improve my customers experience?
Horizon Contact enables you to connect with your customers anytime, from anywhere; effortlessly managing interactions across multiple channels. Recognised as one of the most innovative cloud-based telephony and virtual contact centre solutions on the market, it provides personalised customer journeys, every time.
Is Horizon Contact Reliable?
Yes. The unique design of the Horizon Contact platform means uptime can be guaranteed at 99.999% with an industry-leading RTO and RPO of just 60 seconds.
Can’t find what you’re looking for?
Supporting your business growth
Pricing options for Horizon Contact
Agent Licence
£35.86 per month
(12 Month Term)
Make & Receive Calls
Send & Receive Emails
Change Availability Status
Offer Call Back
Supervisor Licence
£57.05 per month
(12 Month Term)
All Agent Features, Plus:
Listen in to Agent
Review Recorded Calls
View Historical Reports
Other Terms Available
Monthly Licence
Access Through Browser
Connect to Handset
CRM Integration
Call Statistic Reports
Technology built for your business
“We have always found that UK IT Networks will go the extra mile to resolve issues and combining our IT services under one umbrella makes our communication more efficient.”
“With 8×8, our employees can all talk to each other across different sites at the click of a button. UK IT Networks are proactive when responding to issues – problems are resolved quickly and efficiently.”
“Great customer services and account management with a great range of services available for all communications requirements. They grow with your requirements with no restrictions. Simply a great company to deal with.”
“First class from start to finish, I explained my requirements and was given a choice of speeds and services, along with the prices of each. All came through to sign off and installation dates were provided.”
“We recently moved our NGN Platform into the control of UK IT Networks, this has been a great move for our company. Not only has this saved us money on our existing setup but will continue to save us money as we move forward with them.”
“As a busy office products company who takes over 100 telephone orders per day UK IT Networks are a vital supplier. Their pricing is very competitive but much more important to us is the level of customer services that they provide, world-class, fast efficient and friendly.”
“We have formed strong professional relationships with UK IT Networks and, in an age where call centres prevail, it is refreshing to know who you are talking to and with a company who truly understands your organisation and its particular challenges.”
“Partnering with UK IT Networks has meant that communications between our sites are now seamless and most importantly, their expert account management team are on hand anytime we need them to help us make the most out of the hosted phone system they have supplied us with.”
Our Partners
Working with proven UK partners to deliver world class services.
Our Values
Approachable | Dedicated | Accountable | Professional | Trustworthy