Horizon Contact is a comprehensive contact centre solution specifically designed to integrate seamlessly with Horizon, delivering a unified experience and shared feature set for all users. This solution provides a rich customer contact experience across voice, email, webchat, and outbound SMS. Horizon Contact supports a wide range of handsets and utilizes WebRTC technology to enable the use of softphones, ensuring versatile and efficient communication options for your contact centre.
Agents can view all the queues they have been given access to. Agents can take calls via an Horizon handset or a softphone using the Horizon Contact portal.
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.
Horizon Contact is managed using its web interface, which provides information and management control to authenticated operations users. The Administrator Portal part of the interface allows users logged in at the Administrator level to customise their Contact Centre features and functionality.
Transforming customer interactions, Horizon Contact offers a comprehensive Omnichannel menu view, empowering employees with real-time status updates, detailed call information, and intuitive call controls. Seamlessly integrated with CRM systems, staff gain access to vital customer information
and personalised scripts, enabling them to navigate tasks effortlessly. With customisable prompts guiding them at every stage, staff deliver exceptional customer experiences with every interaction, ensuring a seamless and informed service journey.
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 channels, web chat and email, enabling a highly personalised customer experience.
With easy to create complex interaction flows, dynamic skills based routing and IVR self-service options, Horizon Contact allows you to connect your customers to the most appropriate person faster, improving first contact resolution and delivering an enhanced level of customer care.
The shared phonebook and presence information between agents and back office staff, allows agents to transfer calls with full consult functionality. All interaction history is stored within the included CRM and available to the agent when connected to a recognised customer.
I used to be a customer of one of the major UK networks. Billing or tech queries took a hours of waiting. Each time I contact Fidelity Group they get back to me promptly with the answer. The service is impeccable.
Our preferred provider, Fidelity Group, came to our rescue. Other companies pretend to be the best but Cristian was not just a step ahead – he was miles ahead!! Thank you, Cristian, Thank you Fidelity Group!
We have been a customer of Fidelity for a number of years now and the service is always impeccable….SIM cards are sent out next day, which is extremely helpful for our fast-paced business. I would highly recommend working with Fidelity Group.
My old supplier took hours of me waiting on hold and I was never able to get a clear answer. Each time I contact Fidelity Group they get back to me promptly with the answer regardless if this is about billing, a technical issue, roaming. The service from Fidelity is impeccable.
We moved to Fidelity 2yrs ago. Moving to Fidelity was extremely simple and the saving was significant. The service received from you is amazing. You always deal with everything in the a professional manner responding to all queries in no time.
I have had difficulties using Horizon on my mobile and Carl has helped me to get the new hub connected with a lot of patience. Found out that my broadband provider had to give permission for connection as it wasn’t their hub I was using anymore. He has been very calm throughout.
I spoke with Carl after my system was down. He guided me through the problems and kept me informed. The follow up was excellent until the problem was resolved.
We recently changed from a standard broadband line to a leased line with Fidelity. It was installed within two months of signing (and that included the Christmas/New Year break), so much quicker than we expected. And it is far superior to our old line. A very efficient service.
Been a hosted telephony customer of Fidelity now for almost a year and be delighted with the service. The tech support is first class as you get a dedicated adviser to handle your case all the way through, which I love! I would definitely recommend.
Marco has helped a great deal on the problem and has helped to improve the services after discussion, some of which I did not realise were available. He kept in touch until we were fully happy.
Great company, helpful and always available when required.
Fidelity is an excellent telecoms provider. The levels of support we receive pre and post-sales are second to none.
If you have any other questions or need further clarification on the benefits of Horizon Contact, reach out to Fidelity Group.
I used to be a customer of one of the major UK networks. Billing or tech queries took a hours of waiting. Each time I contact Fidelity Group they get back to me promptly with the answer. The service is impeccable.
Our preferred provider, Fidelity Group, came to our rescue. Other companies pretend to be the best but Cristian was not just a step ahead – he was miles ahead!! Thank you, Cristian, Thank you Fidelity Group!
We have been a customer of Fidelity for a number of years now and the service is always impeccable….SIM cards are sent out next day, which is extremely helpful for our fast-paced business. I would highly recommend working with Fidelity Group.
My old supplier took hours of me waiting on hold and I was never able to get a clear answer. Each time I contact Fidelity Group they get back to me promptly with the answer regardless if this is about billing, a technical issue, roaming. The service from Fidelity is impeccable.
We moved to Fidelity 2yrs ago. Moving to Fidelity was extremely simple and the saving was significant. The service received from you is amazing. You always deal with everything in the a professional manner responding to all queries in no time.
I have had difficulties using Horizon on my mobile and Carl has helped me to get the new hub connected with a lot of patience. Found out that my broadband provider had to give permission for connection as it wasn’t their hub I was using anymore. He has been very calm throughout.
I spoke with Carl after my system was down. He guided me through the problems and kept me informed. The follow up was excellent until the problem was resolved.
We recently changed from a standard broadband line to a leased line with Fidelity. It was installed within two months of signing (and that included the Christmas/New Year break), so much quicker than we expected. And it is far superior to our old line. A very efficient service.
Been a hosted telephony customer of Fidelity now for almost a year and be delighted with the service. The tech support is first class as you get a dedicated adviser to handle your case all the way through, which I love! I would definitely recommend.
Marco has helped a great deal on the problem and has helped to improve the services after discussion, some of which I did not realise were available. He kept in touch until we were fully happy.
Great company, helpful and always available when required.
Fidelity is an excellent telecoms provider. The levels of support we receive pre and post-sales are second to none.
If you’d like to find out more, why not call us now on 0800 840 6800 or simply fill in our contact form below and we’ll be in touch.
