Pairing Horizon and Scout results in a system with the capabilities of an integrated, proprietary solution while maintaining the flexibility of a switch-independent platform. Horizon retrieves ANI & DNIS information and makes that information available to Scout. Scout can then route calls or lookup callers in a customer-supplied database. Horizon also monitors agents handset status, preventing Scout from sending calls to agents who pick up the phone to make outbound phone calls or receive phone calls from outside the Scout ACD.

To explore the benefits of digital integration to your project, speak with a Contact Point engineer at (770) 239-1643.

MobileAgent for Scout lets agents roam the shop floor while taking calls from Scout call center queues. The standard Scout installation requires that agents log into Scout through a computer interface. With MobileAgent, Scout supports wireless headsets, so agents are free to take calls while attending to other duties, such as servicing customers in the showroom, or working with inventory management tasks.

AudioManager for Scout lets agents make and retrieve digital recordings of conversations. Recordings can be indexed, stored, and played back to document commitments to pay and other critical conversation segments.