• October 7, 2002
  • By David Myron, Editorial Director, CRM and Speech Technology magazines and SmartCustomerService.com

FrontRange HEATs Up Competition

FrontRange Solutions today announced the availability of HEAT Service & Support 7.0 to provide such enhancements as easier access, editing tools, and document linking capabilities. Developed specifically for midsize companies, HEAT 7.0 includes Directory Services integration using Lightweight Directory Access Protocol (LDAP), which allows organizations to access HEAT profile information from a common repository. HEAT 7.0 supports Microsoft Active Directory Service and Sun ONE (formerly known as iPlanet) platforms. The customization engine, which requires no programming, enables administrators to place buttons on forms to streamline workflow to accomplish day-to-day tasks. Additionally, documents such as maps, schematics, photos, and test files can be linked with customer profiles. "[HEAT] 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," says Raj Patel, chief technology officer at FrontRange. Additionally, FrontRange announced new modules including HEAT Plus Call Center, a call center solution, which integrates interaction points like phone calls, e-mails, and chat sessions with customer information from HEAT 7.0. HEAT 7.0 is available from FrontRange's nationwide network of resellers and system-integration partners. The 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. Other modules to HEAT 7.0 include HEAT Asset Tracker (HAT) 2.0, which enables users to track software assets within the organization; HEAT Plus Knowledge, a Web-based knowledge management solution that offers authoring and enables distributed content across a network; and iHEAT 6.4.2, an updated version of its remote access software.
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