Horizon Contact streamlines way of working and provides clear integrated reporting

Support to Win provides professional and support services to partners and resellers for the telephony and UC market.

The company was founded in 2013 and offers a complete range of services including project management and deployment, complex migrations and in-life customer care.

The Benefits

  • Increased efficiency
  • Better customer service
  • Clear integrated reporting
  • Quick and easy to deploy
  • Streamlined way of working

The Challenge

In 2021 the Support to Win Projects Office diversified and began to juggle multiple projects simultaneously. This expansion required the team to move from an outbound Calling Line Identification (CLI) which was quite static, to needing a system that would enable both inbound and outbound calls with various CLI presentations.

Their current system had served the team well, but with the increase in the number of projects to manage, it now needed a solution with an omnichannel capability. With a need to service multiple customers at the same time, the team wanted to increase their efficiency, and further improve the service they offered, by having just one interface to manage calls, call backs, messages and emails.

The Solution

As a Gamma Professional Services partner, Support To Win was involved with the onboarding of Horizon Contact, Gamma’s new cloud contact centre solution. The team could see how quick and easy it was to deploy, and as it is aimed at small to medium sized businesses, the solution was also at the right price point.

Support To Win began by implementing the voice and email channels and will look at adding the WebChat channel in the future as their expansion continues. The reporting capability was a key requirement and the integrated reports within Horizon Contact meant there was no longer a need for an additional bolt-on.

Tamsin Deutrom-Yue, Managing Director at Support To Win, explains another of the features that attracted her to the new solution: “One of my favourite features is the ‘break statuses’ feature provided with Horizon Contact. This allows for accurate reporting on availability and comfort breaks. This was a function of the old system but it wasn’t as easy to set up and manage. It’s also now very clear and visual as it’s on the agents’ dashboard.”

The Results

Moving to Horizon Contact has enabled the team to expand what they can do and allowed them to successfully handle more projects. They were already very customer-service driven but adopting the new solution has given more visibility and transparency for them and their customers. They easily know who they are servicing, and they can switch between different ‘hats’ as necessary.

Horizon Contact allows the Project Office to scale agents realtime according to demand and requirements. It has also streamlined their way of working because rather than having to manage multiple mailboxes, they now have just one interface that is managing all their customer interactions.