04 May Gamma Horizon Contact offers your callers more
Let’s be honest, the two major aims of any contact centre are to maximise customer satisfaction and reduce call times. And considering how quickly a bad experience can be shared on social media, spread like wildfire and cause irreversible harm to a business, those two targets remain paramount for any contact centre worth its salt.
But, since the pandemic turned the working world upside down and many have been forced to make-do with stop-gap solutions, those metrics have fallen by the wayside. Plus, customers now have more methods of contact to choose from, like text, instant messaging and chat bots, where immediate responses are pretty much expected already.
Now that the light at the end of the tunnel is fast approaching, businesses need to rethink their operations and adopt new communication strategies. Solutions like Gamma Horizon Contact are ideal for businesses looking to enable a more hybrid way of working. One that will ensure that no matter what the future holds, staff have the ability to work from home just as effectively as in the office. And that vital metrics like customer satisfaction scores and wait times are protected.
What is Gamma Horizon Contact?
Horizon Contact is an integrated, cloud-based communication and customer contact solution that simplifies multi-channel customer interaction. It’s perfect for organisations who want to maximise customer experience by making it easier for customers to engage with them from whatever method of communication they prefer.
Unlike most Contact Centre solutions, Horizon Contact provides an easy to use, self-service feature set, for small to medium businesses, at a price point they can afford. It also supports inbound and outbound voice channels, web chat and email, enabling a highly personalised customer experience.
Why choose GH for Contact Centres?
Horizon Contact is cloud-based and as such Agents can log into any device and work anytime, anywhere. Plus, it’s scalable from 2 – 500 seats and licences can be added at any time, as and when your business grows on 30-day contracts for managing peak demand.
Handling customer call volume can be a struggle, but with easy to create interaction flows, dynamic skills-based routing and IVR self-service options, Horizon Contact allows you to connect your customers to the right person in real time. Not only safeguarding the on-hold experience for callers and delivering an enhanced level of customer service but improving first contact resolution statistics too.
Download our infographic to learn more about Gamma Horizon Contact and the impact it can have on your customer services.
Horizon Contact Key Features:
- Voice calling from anywhere
- Advanced Queue Management
- Call Back support
- Call Recording
- Skills-based Routing
- Wallboards and Live Data
- Management Reporting
Horizon Contact also comes complete with a comprehensive reporting tool that enables multiple reports to be created across all channels which can viewed within the Horizon Contact portal. There are also Salesforce and Microsoft Dynamics API integrations to ensure agents can efficiently record their interactions and combine this data with all associated outcomes within a single consolidated database.
Why choose to work with IC Group UK?
With over 25 years of experience in the telecommunications industry, we pride ourselves on our customer-focussed approach which has led to a high level of repeat business and customer recommendations, from companies impressed by our ability to provide high quality solutions, delivered on time and within budget while also remaining at the forefront of technological innovation.
We are industry leaders, forming strong bonds with influential sector suppliers to ensure our customers are always connected. Our relationships allow us to stay ahead of technological developments and bring the very latest solutions to your business.
We are designers, creating tailored solutions that fit you and your business. Our team of specialist thoroughly analyse your existing plans and identify ways to save you time, effort and money. Our aim is to create a fully tailored solution.
We are listeners, carefully considering your requirements, goals and challenges before we recommend a cost-saving solution. We don’t just sell communication – we embody it – and effectively represent what it means to communicate without disruption.
More reasons to choose us
Dedicated Engineering Team
Our certified engineers provide both on-site and remote support provisioning and fault resolution.
Unique Account Management
We believe in a face to face approach and aim to develop strong relationships across multiple levels with your organisation.
Is available 24/7, 365 days a year, giving you invaluable peace of mind.
Nationwide presence, local support
With offices all cross the UK, IC Group UK is perfectly placed to service customers with a nationwide team.
1. https://cloudblogs.microsoft.com/dynamics365/no-audience/2019/11/21/the-global- state-of-customer-service/