FrontRange's voice technology
integrates with many
HEAT Plus Voice can increase service levels and
productivity while lowering costs at the help desk with
FrontRange's voice-activated support.
HEAT Plus Voice's integrated IP telephony greets callers with automated
prompts for intelligent call routing. Routine
requests can be handled automatically with menu-driven
self-help and automated password resets. Using
Voice technology, the platform is scalable,
flexible and cost-effective - HEAT users gain
enterprise-level functionality at an affordable price.
Agents get help from the Voice system to accelerate
problem resolution, and callers get better service with
less time on the phone.
HEAT Plus Voice jumpstarts
service delivery with:
- Lower service costs with agent-less service for
- Improved service to access the right agents with
- Reduced costs with shorter and fewer calls
- Extended service desk with 24x7 Voice Self
- Shortened calls by using Caller ID and "Reason for
Call" before ring
- Improved SLA escalations with real-time call
ticket screen pop
- Dynamic processes with outbound IVR notification
- Optimized service staff levels
Provide Differentiated Multi-Department Support
- Password Reset: Allows customers to reset
their Windows domain password with a phone call.
"How-to" questions comprise 27-43% of help desk
contact volume (Gartner), and password requests are
a significant proportion.
- Shared Incident Management: For
incidents that affect many callers, such as a
network failure, integration with the HEATBoard
offers self-service options that can save the
organization from being overwhelmed. Callers
can open a new ticket by pushing a single button.
- Voicemail Call Ticket: A caller can create a ticket with a voice message
attachment, by entering a problem identifier and
leaving a message. A HEAT business rule can
automatically "pop" these voicemail call tickets to
analyst's screens during low call volume.
- Ticket Status IVR (Interactive Voice
Response): FrontRange Voice can access fields in
HEAT to generate automated status updates, utilizing
a variety of identification methods. For
example, "status," "journal notes," and
"description" fields can be read back to callers.
- Caller ID with Screen Pop: The system can
route calls to the person most qualified to answer.
Caller ID identifies the individual while the call
is in the queue. The system checks the HEAT
customer database for information to route the call,
for example, what product the customer owns or who
serviced the customer previously.
- Outbound IVR Notification: Automated
outbound follow-up calls can efficiently gather
information and effectively disseminate information.
Providing information about process milestones,
getting approvals, or identifying tickets with
insufficient or no activity improves service desk
- SLA Real-Time Screen Pop: A call ticket
nearing its SLA limit can automatically "pop" a
notification on the analysts screen, enabling timely
interaction with the customer and effective SLA
HEAT Plus Voice Brochure.
Email SMA to
HEAT Plus Voice and to arrange for a demonstration.