Cloud Contact Centre for Horizon

Horizon operates across multiple data centres, ensuring redundancy. If one centre encounters issues, calls can seamlessly switch to another. Gamma handles system maintenance, updates, and security patches, which significantly reduces the burden on your IT team. Scalability is straightforward; you can easily add or remove lines based on your business needs. Additionally, our cloud-based systems offer robust disaster recovery options. Even during disruptions at your physical location, calls can be rerouted to backup sites. Furthermore, Horizon can enable mobility, allowing employees to use their mobile devices or laptops as extensions of the office phone system. Keep in mind that reliability may vary depending on your network quality, and your internet connection – we recommend connectivity that ensures voice quality.

Yes absolutely, both voice and email channels can be queued and managed all within the contact centre environment.

They can be prioritised into VIP queues to be handled by skills ranked agents, based on either the customers telephone number or email to ensure they are provided with a premium service

No. With Horizon Contact, there are no financing costs, no major hardware to purchase and no software to roll out. You simply need a Horizon Premium Subscription and then either an Agent or Supervisor Licence. Admin Licences are provided free of charge

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, webchat and outbound SMS.

Quickly configured alongside your Horizon deployment and designed to work seamlessly with Horizon, agents and Backoffice staff can work collectively on the same telephony platform and as part of the same company directory, allowing you to share presence information and to deliver exceptional customer service.

Unlike other CCaaS services, terminating inbound calls into the platform does not attract a pence per min charge. Likewise, when an agent receives a call on the Horizon endpoint (handset or softphone) or via the native webRTC browser phone, there is no charge.

Horizon Contact Centre from Gamma 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.

Horizon Cloud Contact Centre from Gamma delivers an excellent customer experience, but a contact centre also needs to be efficient and deliver a return on investment. We work with you to deploy the solution in a way that optimises your environment; allowing you to choose the capabilities that best suit your business.