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 FrontRange
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 self-help functions
• Improved service to access the right agents with skill-driven routing
• Reduced costs with shorter and fewer calls
• Extended service desk with 24x7 Voice Self Service
• 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 calls
• 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 metrics.
• 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 management.

Download the HEAT Plus Voice Brochure.

Email SMA to learn more about HEAT Plus Voice and to arrange for a demonstration.