CRM Software Comparison Blog

IP Contact Center offers HEAT® users major workflow and efficiency enhancements Dublin, CA Tuesday, September 12, 2006 FrontRange Solutions, a global leader in IT Service Management, Communication Interaction Management, and Customer Relationship Management (CRM) solutions for small to mid-sized enterprises (SME) and distributed enterprises, announced today the general availability of version 5.0.3 of IP Contact Center (IPCC), the communications interaction management solution which provides an integrated voice communications platform that extends the functionality of other FrontRange™ software products, such as the HEAT® Service and Support™.

FrontRange IPCC is now deeply integrated with HEAT, the FrontRange help desk management solution, to address many vexing challenges at the help desk.  IPCC’s interoperability with HEAT means organizations now benefit from inbound call routing, customer self-service options, screen pops with pre populated customer data with status information, after-hours service and management of shared incidents that affect multiple users.

Self service is one major enhancement to IPCC, allowing business to offer callers the option of completing a service request without needing to speak to a live service representative. Callers may now initiate and log a service ticket or check on an existing ticket without speaking to a live agent.  When callers identify themselves, IPCC creates a ticket and updates the database with the appropriate caller data and issue reported.  The integration to third party text-to-speech engines allows IPCC to read ticket numbers and status updates from HEAT journal entries for tracking and follow-up purposes. 

IPCC also performs “data dips” in HEAT to intelligently route callers based on skill sets, or to route callers to agents with whom the caller last spoke.  Agents also handle calls more effectively because screen pops with corresponding information accompany the inbound call.  Help desks run more efficiently when after-hours calls automatically open new service tickets that include caller contact information and voicemail attachments within the ticket.

Another advantage of the latest version of IPCC is the ability to automate the handling of major “shared incidents” such as network outages or product recalls.  The contact center communication platform can dynamically update the Interactive Voice Response (IVR) so that callers hear options for the leading open issues.  If the caller presses “1” to indicate a product recall issue, the system automatically initiates a service ticket and groups the ticket for appropriate handling by the help desk.  This eliminates analysts taking hundreds of individual calls on a single service issue. Analysts now take just a few calls, freeing them up to work on a resolution instead of being tied up on the phone with redundant conversations.  Once a shared incident is resolved, the system automatically outdials to all affected users to notify them of the resolution, as well as provide an option to close a service ticket.  Callers may also opt to talk to an agent if they wish.

“FrontRange is fortifying and expanding its position as a leader in communications management software with this latest release of IPCC,” said Kevin J. Smith, Vice President of Products for FrontRange.  “We are using IPCC to unlock the greater potential of other FrontRange applications, such as HEAT.  This allows our customers to provide unparalleled customer service.”

Earlier this year FrontRange IP Contact Center (IPCC) was named one of Call Center Magazine’s 2006 Products of the Year for helping “enhance agents’ and call center managers’ productivity, boost sales and/or improve overall customer service.”  Every year, the editors of Call Center Magazine, a preeminent publication from CMP Media LLC covering “technologies, services and strategies for contact centers,” seek to recognize “new or existing products that offer a substantial advance as part of an upgrade or new module to an existing product.”

Filed under: Goldmine