COLORADO SPRINGS, CO (March 2, 2004) FrontRange Solutions USA Inc. (Company Profile, Past Stories, Case Studies), 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