Create happy, loyal customers! HTK Horizon enables a more personalised approach to customer service and marketing automation, helping you to deliver timely, relevant and engaging content to your customers and marketing prospects.

1. HTK Horizon
Customer Experience Management (CXM)
Customer experience matters! Unlocking your CRM Potential
With products becoming commoditised, price reductions HTK Horizon can help to unlock the potential of a CRM
not sustainable and customers shopping harder for value, implementation, using CRM data to enable a more
companies are focusing on customer experience as a personalised approach to customer service and
means to differentiate, compete and win. marketing automation.
In fact, customer experience has emerged as the single Traditionally “dumb” contact channels such as interactive
most important factor in achieving financial success. voice response (IVR), mobile text messaging (SMS) and
Brand loyalty is purely and simply the sum-total of all email can be made more intelligent and personalised,
experiences served-up by an organisation, and loyalty enabling the management and delivery of dynamic,
adds to bottom-line profit. targeted and consistent content, offers, products, and
service interactions across digital consumer touchpoints.
By acknowledging customers as individuals and treating
them accordingly, negative experiences can be avoided.
Instead, positive emotions such as feeling valued and “HTK has helped to revolutionise the way we
cared-for can add to a positive experience and enhance manage our information IVR.
loyalty.
Horizon is a market leading solution that gives our
On average, customer experience leaders in millions of customers a personalised, easy way to
any given market will have a loyalty self-serve a huge range of information,
advantage of more than 14%. maintaining great customer experience and
satisfaction.”
And because Horizon is web-based, a step-change Chris Brown,
transformation IN customer experience can be achieved Communications Manager, O2 UK
rapidly and without capital cost.
Horizon Insight Horizon Portal Horizon Adaptors
Dashboards and reports, Web-based user interface for Packaged components to
analysis, data-mining and multi-channel marketing and integrate Horizon with CRM,
other business intelligence customer-engagement CMS and other platforms
Horizon Service Horizon Gateway
Tracking, management and Application programming
reporting of customer service interfaces (APIs) and tools for
level agreements and issues custom third-party integration
Horizon IVVR Horizon I-Modules Horizon Messaging
Interactive voice and video Value-added applications High-volume email, SMS, fax,
response for real-time to communication-enable a web and other event-based
interactive services range of business processes messaging and workflows

2. HTK Horizon
Customer Experience Management (CXM)
HTK Horizon for CXM
HTK Horizon is a web-based enterprise platform for
Customer Experience Management (CXM), enabling a
dynamic and customer-centric approach to marketing
and customer service automation.
Applications include:
 Multi-channel marketing, using opt-in customer
preferences and a powerful campaign engine to
improve acquisition and retention strategies.
 Speech-enabled IVR, with dynamic content rather
than flat “press 123” menus. Calls are shorter and
self-service containment rates are higher.
 Proactive outbound service, using IVR, SMS and
email to notify customers of service-related issues
and collect information for two-way automation.
 Personalized inbound call queue, treating every
caller as an individual. Frustration is reduced and
sales can be increased with on-hold interaction.