Hosted Applications

Hosted Applications

Bring the power of Horizon to your Windows desktop, laptop, Android or iOS device and access a range of features to ensure your colleagues and customers are always in contact.

Soft client options

The Horizon Desktop Client lets you connect your office phone to your preferred business device, such as a laptop or PC. It works seamlessly with the Horizon service and mobile client to ensure that you can control your user account and handle calls efficiently, wherever you are. The Horizon Desktop Client provides a new way to interact with Horizon and using existing devices you can reduce the cost of entry to a hosted solution, as well as minimising telephony costs incurred whilst on the move or in different locations.

New features such as Presence and Instant Messaging add to the core Horizon services and provide an informed way of communicating with your colleagues, as well as giving you a new route to gain immediate responses when it might not be convenient to speak on the telephone.

The Android and iOS Apps enable users to make and receive calls on a mobile device, as well as providing access to key settings for their service. It provides all the same functionality as the desktop client above, with the exception of Click to Dial and Group Chat. This is an ideal bolt-on for users who often work remotely or who are regularly on the move with access to WiFi (e.g. in hotels).

Using Horizon soft clients you can:
  • Reduce the cost of entry to an IP hosted service by using the desktop client as a softphone and simply adding a headset
  • Reduce telephony costs when on the move or in temporary access points such as hotels, coffee shops and customer premises
  • Monitor your favourite contacts’ Presence status to check their availability to take calls or to communicate with you
  • Send an Instant Message to get an immediate response from a colleague when their Presence status tells you it might not be convenient for them to take a voice call
  • Connect customers who use other messaging services to your company so you can quickly communicate with them and build a new route for direct customer support
  • Directly control your user account to implement Call Forwarding, Do Not Disturb or other call features

Horizon Integrator options

Unleash even more of Horizon’s capabilities across your desktop with Horizon Integrator. Horizon Integrator is a powerful piece of software that gives you control of your Horizon service from your desktop without having to log in to your Horizon Portal. It also provides interaction with key programs such as Microsoft Outlook® and Skype for Business®. Our CRM Integrator can be added to enable easy integration with your CRM program, in addition to the full set of features Horizon Integrator offers.

Features include:
  • Call Preview – Available from Outlook. Allows Horizon users to prepare for the incoming call and respond appropriately. This can make the caller feel more welcome and gives a professional feel to your company
  • Click to Dial – Available from Outlook and web pages. Makes Horizon even simpler to operate as users can make calls instantly and accurately from the information on their screen
  • Integration with Skype for Business® – Presence changes to reflect On a Call or Do Not Disturb. Improves efficiency as colleagues and customers can only contact you when you are available
  • Desktop Control – Instant access from the desktop to Call History, Call Forward, Presence and a wealth of other features
Integrator CRM

Integrator CRM takes the Integrator software a step further. Compatible with over 20 of the top CRM packages including Salesforce and Microsoft Dynamics, Integrator CRM helps users to be even more efficient and productive by providing quick access to contacts and the ability to dial directly from your CRM system


Call queuing option

Horizon Call Queue helps you present a professional image to your customers by managing incoming calls effectively and delivering them to groups, as soon as users become available.

Horizon Call Queue adds a low-cost way of managing your incoming calls professionally and provides constant information and choices to your callers, reducing the risk of losing valuable incoming calls.

Horizon Call Queue ‘Users and Groups’ benefits:
  • Customised messaging – Customise your welcome and hold music and set up a comfort message at timed intervals to let the caller know their call is important
  • User breakout – Add a specific digit to the Call Queue Group to let a caller break out of the queue to leave a voicemail message
  • Queue up to 25 calls
  • Simultaneous Hunt Group – Instantly deliver the call to all available contacts within the Call Queue Group

Management reporting option

Do you know how many calls you are getting? Do you know how they are being handled or who is handling them?

Horizon offers a number of key measurements through its reporting section. However, there is a growing requirement for more in-depth call management reporting and wall board integration to help organisations gain a real-time understanding of calls.

Through our partnership with Akixi, the leading hosted call-management service provider, you can now get a data feed for your Horizon service, which will let you export the statistics you need to help manage your business.

Additional benefits available by using Akixi:
  • No server on site – Enables multi-site monitoring and supports business continuity
  • Real-time stats – Provides wall boards with real-time call-traffic information and alarms to ensure critical routes into the business are constantly monitored
  • Accessible from any internet-enabled device – Use the service via traditional desktop devices or monitor on the go through your mobile
  • Push reporting and alarms – Customisable push reporting and alarms to ensure business-critical metrics are always available
  • Cradle-to-grave reporting – Monitor a call throughout its path with visibility of every divert leg and call detail, easily and accurately segmented for identification
  • Track after-hours calls – Highlight suspicious activity or unauthorised calling
  • Abandoned call recovery – Missed a call? See instantly if it has been returned
  • Activity and extension activity monitoring – Quickly and easily monitor key extension or call routes to ensure maximum efficiency
By using management reporting you can:
  • Instantly see what needs to be changed to improve customer service
  • Monitor time to answer and manage calls more efficiently
  • Analyse internal call patterns
  • See how many calls are being abandoned with the ability to return them
  • Optimise resources by ensuring the right number of operators is in place at all times

Receptionist console option

Manage incoming calls and call routing to single or multiple sites via a simple, easy-to-use interface.

Horizon Receptionist Console adds a low-cost way of managing your key call routing and monitoring multiple contacts or sites, where this is not achievable through a more traditional phone and side car solution.

Ensure that every one of your calls is answered professionally and efficiently, improve customer service and increase business efficiency with Horizon Receptionist Console.

Receptionist Console benefits:
  • Full control over incoming calls to single or multiple sites, ensuring every call is answered or redirected, as required
  • Access and monitor up to 800 directory contacts, meaning call routing decisions can be made quickly and efficiently to ensure the best available outcome
  • Monitoring and manipulation of call queues with caller priority
  • Cradle-to-grave reporting – Monitor a call throughout its path with visibility of every divert leg and call detail, easily and accurately segmented for identification
  • Establishment and management of multiple conference calls, connecting key contacts and resources to deal with incoming queries in the most effective way
  • Multiple receptionists managing single or multiple numbers

Horizon Call Centre

Horizon Call Centre is a cloud-based service with an extensive range of inbound call centre capabilities that can be configured and managed via an easy-to-use web portal.

An extension to our Horizon hosted telephony platform, this add-on service enables businesses to easily manage their call centre environments, boost productivity of call centre agents and the overall efficiency of their call centre and help them deliver a first-rate service to their customers.

Horizon Call Centre is ideal for any business that receives inbound calls; for example those with sales teams, help desks, accounts departments, receptionists or customer service representatives, right through to more formal inbound call centre environments.

Call Centre benefits:
  • Intelligent call distribution - ensures calls are answered efficiently and get through to the right people
  • Quality caller experience - easily monitor inbound call activity, with barge in and emergency escalation when needed
  • Enables flexible working - as Horizon is cloud-based, agents can be base anywhere. Users can also easily take calls for multiple departments from one device.
  • Quickly escalate difficult customer queries - for those times when agents need support from more senior members of staff
  • Gain valuable insight - access to historical and real-time data to help address training needs and identify potential gaps in resource during peak times
  • On-demand, scalable service - customers only pay for what they need and can simply scale up or down when needed