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Horizon has developed a centralized architecture that securely serves and manages our solution applications, reporting systems, and data over a converged global IP network.
 

 

Horizon Technology
  • Exceptional voice, data and call center management solutions
  • Redundant unified communication call center platform
  • Industry leading ACD, campaign scripting and call center applications technology
  • Scalable and reliable processes and technology.
  • An open, secure and reliable architecture
  • An integrated and comprehensive solution for tracking, reporting and managing performance
  • An award- winning call recording platform to capture, record and log both voice and data interactions for multimedia channels
  • Advanced workforce management software
This enables Horizon to deliver to our clients:
  •  High quality services for our clients 
  • A Global on- demand customer interaction platform
  • A 360 degree performance of the contact center view
  • Bespoke client campaign requirements
  • To maximizing the customer experience
  • Ability to gain valuable insight into the customer's interaction that can help us and you improve performance
Call Center Platform Capabilities and Benefits
 
Our Avaya technology platform allows us to deploy an inbound or outbound contact centre services enabling us to deliver an excellent customer experience.  The features of our contact centre platform include, but are not limited to:
  • Skills-based call routing
  • Full function Interactive Voice Response (IVR) for self service
  • Sophisticated multi- channel contact management options (email, voice, fax and web)
  • Call recording for quality assurance
  • Detailed supervisor reporting
  • Screen popping - CTI integration
The benefits of these features allow us to have:
  • Enhanced Productivity and customer service through advanced call management
  • Totally scalable and with the flexibility to handle changing staff levels and call volumes
  • Home workers can be integrated
  • Improve interaction quality with call recording
  • Improved productivity through integration of email and web based interaction
Workforce Management
 
Horizon’s Workforce Management (WFM) software provides a centralized platform for optimizing the performance of our contact center, enabling us to forecast and plan more accurately and schedule more effectively. It supplies real-time information allowing us to better manage the performance of our agents and our client’s account. We have integrated our WFM software seamlessly across our enterprise and hence automated many time- consuming and labor-intensive processes.
 
Horizon’s Workforce Management software gives our contact center total visibility into every area of operation, enabling us to deliver customer-winning service at the lowest possible operating cost.
 
Performance Management
 
Horizon’s performance management is tailored to meet the unique needs of our client customer service offering for the contact center and other supporting functions. We have designed and implemented our performance management solution with in-depth knowledge of organizational needs, equipping our business with cutting edge business intelligence superior to traditional business intelligence or other standard analytical and reporting tools.
  • Agents can view their metrics for better self- management and performance improvement.
  • Supervisors can spend less time reviewing performance data and more time coaching agents.
  • Executives can make faster, more accurate decisions with dashboard visibility, allowing them to drill down into all elements of the business, all the way to the agent level.
  • Streamline and improve the employee appraisal and review process.
  • Access a variety of sales and performance data from multiple sources in a single application.
  • See near immediate results with a cost effective tool that delivers a rapid, significant return on investment.

Horizon’s Performance Manager Platform is designed along open standards enabling faster speed-to- market by integrating multiple data sources into one source.    

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