Horizon Contact integrates with your CRM allowing your team to be able to access customer details whilst their inbound call is in progress and also allows them to click to dial from the CRM record for outbound calls.
Your supervisors will be able to access live data for call queues and agent performance. Staff can be logged into the call queue by the supervisor at busy times.
Multiple reports are also available to be scheduled and viewed with the Contact portal to provide information on calls, web chat and email communications to view the teams’ performance in dealing with customer queries.
VIP Customer Treatment
We all have those extra special customers who need an enhanced customer experience. With Horizon Contact, these customers can be jumped to the head of the call queue when they call in or they can be connected directly to a specific person or group of people to deal with their request.
Customers in the call queue will have an option to receive a callback when it is their turn to speak to a member of staff. This gives the customer extra time to do what they please instead of holding on until they receive an answer.