From September, the Horizon Contact infrastructure will be migrating from our own data centres into scalable public cloud infrastructure operated by Amazon Web Services (AWS). This move brings exciting benefits to customers, allowing us to scale faster as we grow and lay the foundation for future integrations and flexibility.
Information for new vs existing customers #
New customers:
New customers will automatically be onboarded to the cloud-based version of Horizon Contact and will be able to access the platform via https://horizon.contact.gammagroup.co.
Existing customers:
Existing customers will continue to access Horizon Contact using the current URL https://contact.unlimitedhorizon.co.uk/, and migrations of existing customers will begin in Q4.
| Note: For both new and existing customers, it’s important to ensure any additional integrations or apps are configured using the most up-to-date version of the files or URLs. You can find links to the relevant articles with this information below. |
Key changes #
CRM Integrations: #
In order to ensure CRM integrations continue to work, all customers will need to download the most up-to-date version of CRM files or update the channel URL for MS Dynamics.
You can find the latest links and information on changing the channel URL in the following articles:
Care Connect and ConConnect Apps: #
It is also essential that customers use the latest version of the Care Connect and ConConnect apps. For existing customers, this update must be made before migration in Q4 (exact dates TBC).
The apps are available to download in the following articles.
Network Configuration: #
The network will need to have IP ranges updated as the cloud platform uses separate IP ranges from the existing platform. Firewall updates are mandatory for any customers who restrict Contact connectivity. The new ranges and information on how to configure this can be found in the Network Configuration Guidelines which are available on the Gamma Academy Knowledge Base.
Good to know #
Why the move? #
This migration is a key step in evolving Horizon Contact to better serve our customers.
Moving to AWS enables us to:
- Scale faster as we grow.
- Deliver new features more quickly.
- Lay the foundation for future integrations and flexibility.
We’re managing the transition carefully to ensure a smooth experience.
What’s staying the same #
We’re doing a lot of work behind the scenes to make this transition as seamless as possible. Here’s what won’t change:
- URL continuity for existing customers: When migrated, customers will still be able to use their current URL to access the platform.
- SSO Access: Partners singing into Horizon Contact via the Gamma Portal will still be able to click through as usual. The portal will direct logins to the correct URL automatically.
- User onboarding: New customers will continue to receive user account creation emails. If they’re on the new URL, the links will simply point to the new platform; no extra steps are needed.
- Customer experience: There are no frontend changes to Horizon Contact. Aside from the URL, the platform will look and behave the same for both new and existing customers.
What you need to do #
To ensure a smooth experience for customers on the new platform, please take the following actions:
- Use the correct CRM files:
- For customers on the new URL, make sure you’re using the updated CRM connector files (Salesforce, Zendesk, MS Dynamics).
- Using existing files or processes will not work for new customers.
- Care Connect (Optum/EMIS and SystmOne) and ConConnect setup:
- Make sure you’re using the new version of CareConnect/ConConnect which supports both URLs.
- The new apps will be available from August 18th.
- Custom integration files:
- If you’ve built custom integration files for your customers, please visit the Academy for guidance. You may need to make changes to ensure compatibility with the new platform.
- Navigating between companies:
- When switching between companies in Horizon Contact, you’ll now only see companies that are on the same URL. This is a change from the previous experience where all companies were visible.
- New URL awareness:
- Companies signing up from September – and partners accessing it via SSO – will see a different URL in their browser. Please ensure your teams and customers are aware of this.
- Update your user guides:
- If you’ve created your own documentation or guides for Horizon Contact, please update it to reflect:
- New URLs.
- Integration steps.
- Network configuration requirements.
- If you’ve created your own documentation or guides for Horizon Contact, please update it to reflect:
- Update network configuration:
- Customers on the new URL will need to follow a different set of firewall rules. This applies to any customers who manage their own network configuration.
- Firewall updates are mandatory: calls will not work without them.
- Update spam filters:
- System emails, such as reports or password reset emails, will come from noreply@horizon.contact.gammagroup.co. Please ensure your spam filters are updated to ensure you can receive emails correctly.
Migration of existing customers and the changes to expect #
Migration of existing customers to the new cloud platform will begin in Q4, in coordination with partners.
- We will be in touch with a further communications closer to the time to support planning and preparation.
- In order to be ready for migration you need to follow the steps outlined in the What you need to do section above.
When being migrated into the cloud there are a few things that will change:
- Customers will be able to log in via the new URL https://horizon.contact.gammagroup.co
- This URL will also be used for Partners signing into Contact via the Gamma Portal
- System emails, such as reports or password reset emails, will come from an updated email address: noreply@horizon.contact.gammagroup.co
- Following the migration, customers may need to update their spam filters with the new email addresses.
- Webchat snippets taken from the cloud based system will include URLs in the new format
| Note: Despite these changes, the existing URL and old format of webchat snippets will continue to work. |
FAQs #
- Who is affected by this change?
- Only new customers onboarded from September 2025 will be placed on the new AWS-hosted version of Horizon Contact. Existing customers will remain on the existing platform until their migration is scheduled.
- What’s the difference between the existing and new platforms?
- The new platform is hosted on Amazon Web Services (AWS), offering greater scalability and flexibility. It introduces a new URL and updated integration requirements. There are no functional or UI changes.
- Do I need to change anything for existing customers?
- No. Existing customers will continue using the existing platform and UROL until they are migrated. The guidance only applies to new customers onboarded from September onwards.
- Where can I find the updated CRM integration files and app versions?
- All updated files are available on the Gamma Academy and Administrator Knowledge base. You can find the links in the article above.
- What if I’ve built custom integration files for my customers?
- You may need to make changes to ensure compatibility with the new platform. Please refer to the custom integration guidance on the Academy.
- Will the URL change for customers on the new platform?
- Yes. Customers on the new platform will access Horizon Contact via the new URL: https://horizon.contact.gammagroup.co
- How do I know which customers are on which platform?
- Customers onboarded from September 2025 will be on the new platform. You can also identify them by the URL they use to access Horizon Contact.
- Why can’t I see all my companies when switching between them?
- You’ll now only see companies that are on the same URL (platform). This is expected behaviour and part of the new architecture.
- Do I need to update my internal or customer-facing guides?
- Yes. If you’ve created your own documentation for Horizon Contact, please update it to reflect the new URLs, and integration steps.
- Who do I contact if I have questions or need support?
- Please reach out via your Account Manager.