We help companies to design effective contact strategies to maximise the impact of customer contacts on subsequent behaviour. Recognising that influencing customer behaviour is the key to delivering long term profitability, companies are having to rethink their contact strategies in an effort to improve the quality of customer experience at a lower overall operational cost. Customers increasingly choose to contact companies via a multi-channel world, with the same enquiry potentially spanning fixed and mobile voice, email, SMS and web browsing depending on a combination of channel availability, perceived task complexity and importance and situational circumstance.

Understanding the nature of these contacts, acknowledging the context rather than just the content, offering the most suitable channel (for the customer and the company) and managing the cross channel transitions are key to an integrated,lowest cost contact strategy. horizon2 provide the tools and methodologies to analyse contacts across all your channels, help you to decide which channels should support which contact types, work with you to design and deliver the infrastructure to deliver the strategy and design a consistent cross channel quality management strategy to support the improvements you are making into the future.