PLEASANTON, CA (November 23, 2004) FrontRange Solutions (Company
Profile, Past
Stories, Case
Studies), an international leader in Service Management, Customer Relationship Management (CRM) and customer contact technology, today announced the availability of its IP Contact Center 3.7 software suite. Sharing an integrated architecture with other FrontRange products, IP Contact Center helps small to mid-size enterprises (SMEs) and distributed enterprises reduce telephony costs and increase agent productivity.
Developed to promote organizational efficiency, the product can be deployed on a modular basis either as part of the existing communications infrastructure or as a stand-alone solution.
"We designed IP Contact Center to enable companies to deliver superior customer service and drive revenue by streamlining customer communications," said Kevin J. Smith, FrontRange vice president of products. "The key to productivity gains is the ability to integrate the voice and data platform enabling calls to be routed according to pre-defined criteria, such as agent skills or the customer's last interaction with the organization."
IP Contact Center 3.7 has a single point of administration, which reduces the typical complexity required to support a traditional telephony infrastructure. The product delivers real-time and historical reporting, queuing, automated call distribution (ACD), integrated voice response (IVR), and screen-pop capabilities, as well as integration with the award-winning FrontRange HEAT® and GoldMine® products.
"Traditional contact center solutions are expensive to install and require extensive on-going maintenance, which prices them out of the market for SMEs," said Craig Anderson, President of Acts Automation, a top FrontRange partner. "IP Contact Center takes full advantage of application integration to provide the agents and the organization with meaningful data about the type and frequency of customer calls. In addition, it takes full advantage of low-cost, tried and trusted SIP IP-based technology to deliver high functionality with a low total cost of ownership."
Key Features include:
-Real-time and Historical Reporting: FrontRange IP Contact Center provides an in-depth set of historical reports and real-time views accessed through an easy-to-use dashboard.
-Agent Dashboard: The product uses a software-based SIP-phone, providing click-to-dial, dial-from -directory and desktop-conferencing features to elevate agent productivity, as well as presence management of queue-monitoring features.
-Advanced Skills Based Routing: IP Contact Center has priority, skills-based and group routing, as well as the ability to incorporate real-time business data from applications such as GoldMine and HEAT as a means of directing customer calls to the appropriate agent the first time.
-Virtual Agent: The product provides the customer with self-service options, speeding up customer queries and reducing administrative calls to the contact center. Agents are more productive, and customers receive a better service.
-Web-based Application Builder: The software includes an easy-to-use graphical interface that enables the administrator to quickly and easily build new call treatment and IVR schemes, as well as conduct powerful business application integration functions. This alleviates the need for expensive external resources.
-HEAT and GoldMine integration: Integration with FrontRange's Service Management and CRM solutions streamlines workflow by transferring live calls and screen pops.
About FrontRange IP Contact Center 3.7
IP Contact Center works with SIP VoIP gateways, eliminating the need for a separate PBX and voice infrastructure that is expensive to maintain. It uses standards-based gateways and IP-phone hardware, enabling a "best of breed" approach. Bandwidth is only used during a call and when voice is present. Because there is no custom-built telephony hardware, most changes are performed at the software level, eliminating expensive technical support.
About FrontRange Solutions
FrontRange Solutions USA, Inc. is a leading international provider of Service Management and Customer Relationship Management (CRM) solutions that have been used by more than 130,000 companies and over 1.7 million users worldwide to automate and manage IT projects and customer-facing initiatives.
A leader in consolidated sales and service solution suites, FrontRange established its reputation with two award-winning products: the GoldMine® family of solutions for business relationship management, team-based contact management and sales forces automation; and, the HEAT® solutions for complete service management, including Help Desk, Knowledge Management, Asset Management and Service Level Management.
The expanded FrontRange family of solutions includes: IT Service Management (including HEAT), Infrastructure Management, Contact Center Management, Customer Service, and Sales, Marketing & Relationship Management (including GoldMine.) FrontRange products are designed specifically for small- to mid-size enterprises and distributed enterprises. Customers represent more than 50 percent of the Fortune 500 and more than 75 percent of the FTSE 100. Organizations in more than 80 diverse industries use FrontRange products, including 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.
email this article