Colorado Springs, CO -- FrontRange Solutions USA
Inc., a global leader in the Small-to-Mid-Enterprise
(SME) and distributed enterprise markets, today
announced the availability of HEAT® Plus Contact
Center 8.0, an IP Telephony solution designed for
SMEs. The newest offering in FrontRange's popular
HEAT family of Service Management solutions
represents the next generation of Interaction
Management for HEAT and enables companies to
optimize their Call Center/Contact Center workforce,
improve customer service and leverage the existing
IT infrastructure.
With HEAT Plus Contact Center, calls are delivered
to the most qualified agent with the HPCC advanced
skills-based routing engine, allowing faster
response times and improved customer satisfaction.
The telephony integration with HEAT personalizes the
customer experience by delivering key information to
the agent when the call is received, thus minimizing
manual discovery of information. Most important, the
new module delivers a complete service and support
solution to contact centers, enabling them to
generate higher customer satisfaction, key to the
top business priority of customer retention.
"With the introduction of HEAT® Plus Contact Center
8.0, we are providing companies with the opportunity
to leverage the most advanced technology to deliver
streamlined service to their customers," said Kevin
J. Smith, vice president of products for FrontRange
Solutions. "We will continue to incorporate new
technologies and functionality that enable simple,
low-cost, scalable products for our customers."
Ideal for Call Centers, Contact Centers and Help
Desks in the mid market space, HEAT Plus Contact
Center 8.0 minimizes hold times and maximizes
workforce efficiency by merging the worlds of voice
and data via an advanced skills-based routing
system. Interaction points like phone calls are
combined with rich customer information contained in
HEAT Service Management 8.0. HEAT Plus Contact
Center 8.0 is integrated with HEAT Service and
Support to provide customer support centers with
seamless access to information and streamlined
workflow, but can be easily implemented with
existing infrastructures, given its Voice-over IP (VoIP)
- SIP-based architecture. HEAT Plus Contact Center
8.0 also carries a significantly lower
implementation cost than the previous HEAT call
center solution.
Additional key features include:
• Advanced skills-based routing engine
• Session Initiation Protocol (SIP)-based solution
integrates seamlessly into exiting infrastructure
• Server-based call center solution
• Interactive Voice Response
• Reduces/eliminates need for expensive PBX/ACD and
proprietary equipment and specialized skills
• Integration choices (SIP Soft Phone or SIP IP
handsets)
• Presence Management
• Automatic Call Distribution without complex
routing equipment
HEAT® Plus Contact Center 8.0 demonstrates
FrontRange's leadership in delivering new products
to market while maintaining their popular legacy
service management solutions, and providing a
migration path between the two. Seats for HEAT Plus
Contact Center 8.0 start at $995 per concurrent
user.
About FrontRange Solutions, Inc.
FrontRange Solutions USA Inc. develops award-winning
software and solutions that have been used by more
than 130,000 companies and 1.2 million users
worldwide to manage a wide variety of business
relationships and provide exceptional service.
FrontRange product families include GoldMine®, for
business relationship management, team-based contact
management and sales forces automation solutions;
and HEAT®, for complete service management including
Help Desk, Knowledge Management, Asset Management
and Service Level Management. FrontRange products
are designed specifically for small- to mid-sized
enterprises and distributed enterprise
organizations. Customers represent 44% of the
Fortune 100 and 76% of the FTSE 100, and are from
diverse industries represented by Coca-Cola, Shell
Oil, Prudential Securities, Électricité de France,
Mack Trucks, and Turner News Network. For more
information, call (800) 776-7889 or visit
www.frontrange.com.
05.11.04 
