HEAT Plus Voice, brings much-needed help to the help desk with voice-activated support. Part of the FrontRange multi-channel communication platform, 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

• Improve service access to the right agents with skill-driven routing

• Reduce Costs with Shorter and Fewer Calls

• Extend the service desk with 24x7 Voice Self Service

• Shorten Calls by using Caller I.D. and "Reason for Call" before Ring

• Improve SLA Escalations with Real-Time Call Ticket Screen Pop

• Dynamic Processes with Outbound IVR Notification Calls

• Optimize service staff levels