CustomerHub UK chose Horizon as it's telephony and communications system. Horizon offers a complete communications service and provides an extensive range of fixed and mobile telephony capabilities. This system gives us complete control of our environment, maximising our productivity and enables us to offer you, our customer, a reliable and proven service.

Benefits include:

• Complete control of our phone system
• An extensive range of call handling and management features
• We never miss a call*
• Number choice – Keep your existing numbers or get a new number*
• Improved customer contact - calls are moved seamlessly offering the best experience to your customer when calling
• Business continuity solution – We can carry on whatever the weather or circumstances

* Dependent on contractual agreement.

Call Handling and Management Features 

The system allows us to conveniently access a wealth of information including call history, voicemail and recorded calls:

• Call Recording - records (all, some or on demand, dependent on your requirements) inbound and outbound calls for compliance, audit or customer services purposes
• Auto Attendant - used to provide callers with routing options for different departments of the business or create announcements informing callers of, for instance, opening hours, website details etc.
• Call queuing - allows for a professional image to your customers as we manage incoming calls effectively, with customised messages, delivering calls to specified groups offering information and choices to each caller​

Management Information

We offer a number of options through our management information system (Akixi 1000 call-management service provider):

Wallboard - offers real-time call traffic information and alarms to ensure we can constantly monitored activity
Reporting - we can customise push reporting and alarms to ensure business-critical metrics are always available
Cradle to grave call monitoring - we can monitor a call throughout it's life cycle allowing accurate identification
After-hours calls - allows us to track and highlight suspicious activity and/or unauthorised calling
Missed a call? - the call recovery option let's us see instantly if a call has been returned
Extension activity monitoring - we can quickly and easily see key extensions or call routes to ensure maximum efficiency