Contact Solutions for Exceptional Customer Experiences

Agent Interface

Agents can view all the queues that they have been given access to view. Agents can take calls via a Horizon handset or via 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 own web interface, which provides information and management control to authenticated operations users.

The Administrator Portal part of the interface allows users who are logged in at the Administrator level to customise their Contact Centre features and functionality.

Wallboards

Wallboards can easily be constructed to show powerful live data from the minute an agent starts to handle a call, email or webchat.

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 that they have been given access to view. 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.

Horizon Contact provides a consistent quality Omnichannel solution.

The interface gives agents a master view of customer communication across all channels, so they can ensure a seamless experience.

Horizon Contact supports inbound and outbound voice calls, webchat, email and outbound SMS, enabling a highly personalised customer experience.

Leverage the connected technology stack to explore new ways of working; risk free and at minimal cost. Create new services quickly and easily in your personal sandbox and take them for a test drive. For more complex configurations, experts are available to lend a hand. It’s all part of the service.

Everything you might need is already live and connected to the network. There is no additional software to install, no servers to provision or racks to commission. You have access to instant provisioning and near limitless scalability.

Many years of successfully deploying hundreds of new systems has led to the development of a smart deployment strategy. Rather than waiting for a quiet time, we want you to migrate when you’re busy. This is when you will have the most contact centre and IT staff available to provide support.

First of all, we will have decoupled the pain of telephone line switchovers from the project by having your lines ported (or pointed) to the Gamma platform long before the planned go-live date. Calls would be delivered back to your existing system and we would simply sit as an overlay.

Of course, functional and load testing will have taken place. However, we aim to reduce the time between training and go-live by training agents on the day of the launch. Working with Cirrus, we typically take a group of agents aside and conduct a 20-minute training session before getting them back to their desks and straight on to the Cirrus platform, handling live calls.

The test group only will be using the new system, all other agents will be using the legacy system, so there is no hard cut-over. We continue to migrate users a group at a time, until your entire contact centre is using the Cirrus platform. This is a low-risk approach with little or no impact on customer calls.