Fit
When this is your problem
"SLAs are slipping and the backlog keeps growing."
"Cost per contact is under pressure every quarter."
"Volume peaks, headcount does not."
"Our CX program is stuck at survey level."
Proof
Itaú mapped its call center at scale: 82+ interviews, focused on SLA impact.
Method
How Horizon does it
- 01
Horizon interviews every agent, ~25-35 minutes each.
- 02
Horizon quantifies friction against hours, volume, and SLA impact.
- 03
Horizon delivers a ranked list of contact drivers to automate and a roadmap for bots and agents.
Outcomes
What you get
- The voice of every agent, not just supervisors
- Friction tied to hours, volume, and SLA impact
- The contact drivers you can automate, ranked
- A grounded roadmap for service bots and agents
FAQ
Customer Center Optimization on a process intelligence platform
How is this different from a CX survey?
Surveys capture satisfaction scores. Horizon captures how the work actually happens (the friction, hours, and SLA drivers behind the scores) from every agent.
Which contacts should we automate first?
Horizon ranks contact drivers by hours, volume, and SLA impact, so automation starts where the return is highest.
Do we need to interview supervisors only?
No. Horizon hears every agent, which is where the operational truth lives.
Pick a use case. We'll prove it in a week.
Horizon is an enterprise intelligence platform, a new category of process intelligence, that turns what your people know into evidence, hours, and initiatives.