Telecoms Services
Inbound and Outbound calls, email services and webchat are integrated to improve management of customer communication.
Contact UsAs long as your team have access to the internet, they will be able to use Horizon Contact. You will be able to enable your staff to work flexibly at any time with an appropriate device.
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.
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.
Your staff can benefit from Hybrid Working as long as they have internet access. Staff performance can be monitored, so you have control and vision as to their daily output.
Horizon Contact makes it easier for your customers to contact you with great features and functionality such as webchat, VIP queue jumping, IVR self service options and callback request among many more.
Your staff can benefit from Hybrid Working as long as they have internet access. Staff performance can be monitored, so you have control and vision as to their daily output.
Horizon Contact makes it easier for your customers to contact you with great features and functionality such as webchat, VIP queue jumping, IVR self service options and callback request among many more.
Want to know more about our experience-led approach? Have a business challenge you want to discuss? Need advice from an expert? The Aurora Telecoms team is ready and waiting to support you.
020 7503 3020
ictsolutions@aurora.co.uk
