Enhancements

Horizon-Contact call presentation 

Horizon and Contact users will now be able to understand easier who is calling them. If a Contact agent either calls or consults a Horizon user while they have an active call: 

• The Contact agent is presented with the Horizon users name during each step of the call. 
• Horizon user is presented the agents name and number on their handset when they receive the call and while on the call. 

Other enhancements

Call recording 

• We have simplified call recording so agent recording will contain consults, but queue recording will not. 

Contact Safe-Pay

• We have updated some of the Safe-Pay PSP configuration to make this easier. 

CRM

• We have added the ability to search the CRM using all contact fields. 

Reporting tooltips

• We have updated the tooltips around reporting to be clearer and more comprehensive.