Ensure charities are available 24/7 with

Horizon - the Hosted telephony system

Background

Due to the nature and urgency of the work that takes place within charities a reliable telephony system is vital. Helplines need to be available 24/7 and should a crisis occur there must be a continuity plan in place.

 

The challenge

Charities deal with many sensitive subjects, therefore privacy is a big issue when it comes to technology. The phone system must ensure that information is held confidentially and securely.

 

Many charities have shops and help points spread over a wide area which makes it very difficult to administrate. They need to provide a reliable, efficient service which will be able to provide help to those who need it, and also deal with calls from people wishing to make donations.

 

Many charities have shops and help points spread over a wide area which makes it very difficult to administrate. They need to provide a reliable, efficient service which will be able to provide help to those who need it, and also deal with calls from people wishing to make donations.

 

An issue for many charities is the high number of employees spread across different locations. The phone system must allow people to get through wherever they are, and to the correct person and location.

 

While the telephony system is a crucial aspect especially for charity helplines, a reliable service is needed within a limited budget. Unfortunately high quality telephony features often come with a high price tag.

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"Horizon ensures charities are always available, 24/7 whenever the need arises."

The solution

Sophisticated disaster recovery - for charity helplines

this will enable calls to continue to be received even in

the event of a disaster. They can be sent to a mobile,

another office, or any UK number.

 

Advanced call reporting - staff allocation can be difficult

for charities that take a lot of inbound calls. But, with an

advanced call reporting solution they can see where the

peaks and troughs are in terms of calls that come in, and

allocate staff accordingly.

 

Centrally managed administration portal - many

charities operate from a central office and then have

multiple satellite shops, making administration a very long

and often expensive affair, with engineers travelling large

distances just to make small changes to a system. This

ensures changes can be made remotely, saving travel

costs and time.

Sequential ring sequence - should a call come into a

shop that is unable to take it, a sequential ring sequence

can be initiated to enable the call to bounce from one

shop to the other. Likewise within a call centre

environment, if an agent is not available, the call can

be bounced from one agent to another. This way, calls

(whether from donors or a call seeking help) need never

be missed.

 

Affordable and user-friendly - some charities are

stretched financially, and therefore simply cannot afford to

hire a full time telecoms or IT engineer to administrate the

systems. Horizon is jargon-free and although is a product

that is advanced, you do not need technical experience to

administrate it.

Who we work with

Panasonic phone systems logo
Virgin Media logo
Vodafone mobile phone logo
BT telephones logo
O2 mobile phone network logo
Mitel communication solutions and phone systems logo
TalkTalk logo a brighter home for everyone

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