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Horizon Advanced Features

Horizon hosted telephony comes with a an easy to use dashboard and applications to help you monitor and manage your communications and call centres.

Dashboard

The dashboard provides an easy to read overview of your Horizon hosted telephony, user details, ACD and hunt group configurations, calls logs and more.

Call Centre ACD

Call Centre ACD enables easy management of calls between a group or team.  Horizon ACD enables the management of call flows.  Supervisors can easily monitor and manage the activity of their agents and add new team members to groups.

Call Reporting

Monitor and display real time and historical call statistics:

  • View calls in real time
  • Longest waiting call
  • Calls received
  • Calls answered
  • Calls abandoned
  • Schedule tailored, automatic reports

Call Recording

Record inbound and outbound calls for training and compliance purposes. Calls can be downloaded and stored locally or stored within the Horizon platform for up to 1 year.

  • 12 months
  • 180 days
  • 30 days

Reception Consoles

Choose from a softphone reception console or use expansion modules with Busy Lamp fields (lights that tell you whether an extension is busy or available for a call to be transferred) on your handset.

The softphone reception console enables users to manage and monitor up to 300 extensions.

CRM Connect

Integrate call control with your CRM system and increase productivity. Features include:

  • Automatic screen popping of customer files when inbound calls are received
  • Call control from PC
  • Click-to-dial from CRM

For more information on any of the above, please contact us by phone, email or use our enquiry form.