Software provides customer service and support.
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Press Release Summary:
HEAT® Service & Support(TM) v7.0 includes Directory Services integration using Lightweight Directory Access Protocol, allowing organizations to access HEAT profile information from common repository. Documents such as maps, schematics, photos, and test files can be linked with customer information. HEAT Plus Call Center companion module allows users to transform service centers into complete customer interaction organizations by integrating communications system with computer telephony functions.
Original Press Release:
FrontRange Solutions Announces New Version of HEAT, Its Award-Winning Customer Service and Support Software
COLORADO SPRINGS, Colo.--(BUSINESS WIRE)--Oct. 7, 2002--
Companion Module Offers Increased Productivity and Improved Call
Handling for Call Center Organizations
FrontRange Solutions, a leader in customer relationship management (CRM) and customer service and support software, today announced the launch of HEAT(R) Service & Support(TM) 7.0, the newest version of its award-winning service and support software.
Developed specifically for medium-sized companies, HEAT 7.0 software offers increased functionality for customer support and service organizations, and internal help desks.
Additionally, the company announced new modules including HEAT(R) Plus Call Center, featuring a complete call center solution that integrates interaction points like phone calls, e-mails and chat sessions with rich customer information from HEAT 7.0. This module marks the company's entry into providing complete call center applications.
"HEAT has always combined a low total cost of ownership with great functionality and ease-of-use," said Raj Patel, chief technology officer at FrontRange Solutions. "It also allows companies to track and respond to issues in a timely manner and get control over their calls and costs to generate higher customer satisfaction. Our new computer telephony integration module also allows us to bring a complete service and support solution to call centers."
Officials at Greyhound Lines Incorporated in Dallas, a user of HEAT software since 1996, cite the software's customization capabilities and low total cost of ownership as key factors in the decision to use the software for its customer assistance and internal help desk systems, which handle a combined total of 23,000 tickets per month.
"HEAT's simplicity of design, affordable cost and ability to easily customize it made it an easy choice," said Chauncey Brandom, business analyst III at Greyhound. "The new version brings welcome enhancements, such as the abilities to add command buttons to forms, perform calculations and build super auto tasks, which will automate key functions and increase productivity. Through HEAT, we've reduced training and installation time significantly, enhancing our ability to respond quickly to both customers and employees."
HEAT Version 7.0 offers rich out-of-the-box functionality, while simultaneously enabling users to easily customize the software for use at internal help desks and call centers. New features include:
-- Directory Services integration using Lightweight Directory Access Protocol (LDAP) -- allows organizations to access HEAT profile information from a common repository. Platforms supported include Microsoft(R) Active Directory(R) Service and Sun(TM) ONE (formerly known as iPlanet).
-- Customization engine does not require programming -- offers
administrators greater flexibility by offering the ability to place buttons on forms to streamline workflow and make it easier to accomplish day-to-day tasks.
-- Documents can be attached to profiles for personalization --
allows documents such as maps, schematics, photos and test files
to be linked with appropriate customer information.
"The CRM industry has seen a lot of consolidation recently," said Jerry Lumpkin, senior vice president of marketing at FrontRange. "When selecting a software partner, it's important for users to consider the company's overall financial stability and customer service and support capabilities, as well as product features and functionality. Since 1990, FrontRange continues to bring the latest technology and products to market, and this introduction further solidifies our leadership position."
HEAT Plus Call Center Integrates CRM with Computer Telephony for Increased Workflow and Improved Call Handling
As a companion module to HEAT 7.0, HEAT Plus Call Center enables users to transform service centers into complete customer interaction organizations by integrating a comprehensive communications system with computer telephony functions, which include phone switching capabilities, interactive voice response (IVR), skills-based routing, and supporting other forms of communication like e-mail and chat in call centers. These features increase customer personalization and offer improved workflow and call handling because important call information is available when agents activate the call.
HEAT Plus Call Center combined with HEAT 7.0 gives users a solution that provides greater customer satisfaction with a low cost of ownership. FrontRange Solutions' module is built on technology from Interactive Intelligence Inc., a leading developer of software-based interaction management solutions, to provide integrated computer telephony features for the mid-market.
Other modules to HEAT 7.0 include HEAT(R) Asset Tracker (HAT) 2.0, which enables users to track software assets within the organization; HEAT(R) Plus Knowledge, a Web-based knowledge management solution that offers easy-to-use authoring and enables distributed content across a network; and iHEAT(TM) 6.4.2, an updated version of its remote access software. All of the modules work together to offer even greater productivity and a measurable return-on-investment through increased functionality and access to the network and data systems.
Pricing and Availability
HEAT Version 7.0 is available now from FrontRange Solutions' nationwide network of resellers and system integration partners. Cost is $3,250 per single concurrent user, with a volume discount after five concurrent licenses. HEAT Plus Call Center starts at $795 per call center agent.
About FrontRange Solutions
From its inception in 1989, FrontRange Solutions Inc. develops software and solutions that allow organizations to deliver extraordinary customer relationships and service. An international market leader in customer-centric software for almost 15 years, the company has headquarters in Colorado Springs, with offices in Los Angeles, the United Kingdom, France, Germany, Italy, South Africa, Australia and Singapore.
Solutions include: industry-leading GoldMine(R) software family for customer relationship management (CRM), team-based contact management and sales force automation; and the award-winning HEAT(R) software line for world-class customer service and support. FrontRange drives business decisions for profitability in market-leading companies such as Shell Oil, Coca-Cola, Chevron, Prudential Securities, Electricite de France, Mack Trucks, Turner News Network and Salomon Smith Barney.
Industry awards for FrontRange include Software Magazine's "Hot 500," Call Center Magazine Product of Year, Entrepreneur Magazine's Best Software, Users Choice Awards and PC Magazine "Editors' Choice."
For more information on FrontRange, call 800/776-7889 or visit www.frontrange.com.
CONTACT: FrontRange Solutions, Colorado Springs
David Phelps, 719/532-7335
E-mail: david.phelps@frontrange.com
or
Benjamin -- A Weber Shandwick Company
Linda Waters or Cambria Morgan, 949/260-1300
E-mail: cambria_morgan@benjamingroup.com
