One desktop. Every channel. The whole customer history.
Horizon brings calls, emails, chats and social channels under one view. The customer is identified automatically, back-end systems open as tabs, and the whole history is visible before the greeting is finished.
Your agent opens four systems on every call.
CRM for one detail. The billing system for another. The ticketing tool for a third. Email for a fourth.
The customer waits. The agent stresses. A question that should take 30 seconds takes four minutes. And if the customer calls again tomorrow, the whole round starts over — because no one remembers what was agreed yesterday.
One view. The customer is identified from their number or email.
When a call comes in, Horizon identifies the customer, opens the right back-end views as tabs and shows the whole history — yesterday's email, last week's fault job, this month's invoice. Before the agent even says "hello".
Chat, email, social contact — one task list, the same tools.
The channel changes — the core logic stays. The agent doesn't learn six interfaces. They learn one, and the same works for everything.
- Voice, email, SMS, web form, chat, social — one inbox
- Same prioritisation, same SLA tracking, same reports
- One desktop's training is enough for the whole team
Six things your support team's day actually needs.
Horizon is not a CRM or a ticketing system. It's a customer-service desktop that brings together your existing systems and channels — plus automation that frees the agent from routine work.
Horizon doesn't care what you sell.
We deliver Horizon to operators, energy companies, water utilities, real-estate players and IT services. The industry changes — the core logic doesn't. The customer gets in touch, and you have the full picture.
Horizon connects to any browser-based back-end system — including those that international support solutions don't know.
Works on its own. Shines with 360°.
Horizon works on its own. But if you run Softera 360°, the flow of information between the systems is seamless — a new order is created during the call, an invoice appears in the history instantly, a service change registers in both systems at once.
- Can be deployed even without 360°
- Standard connectors to common systems
- Horizon Script brings browser-based systems in as tabs