DUBLIN, Calif.--(BUSINESS WIRE)--Aug. 1, 2006--FrontRange Solutions,
a global leader in IT Service Management, Voice Application, and
Customer Relationship Management (CRM) solutions for small to
mid-sized enterprises (SME) and distributed enterprises, announced
today the general availability of the latest version of HEAT®
Service & Support(TM), the fully customizable Help Desk and external
customer support tool that logs and tracks issues through
completion. HEAT® 8.4 not only features enhanced and improved
functions based on HEAT® 8.38, but also offers brand new streamlined
technology and additional automation.
The newest feature to
HEAT is the Call Logging Dashboard, which provides a one-stop
location for common views and metrics. The new dashboard allows
individual users to add hyperlinks to personal call groups, allowing
for quick access to incident records based upon commonly used search
criteria. In addition, the Metrics Section gives end users access to
popular Help Desk metrics. A new Administration Navigation Dashboard
has also been added to help the administrator quickly find and
locate information and functions with a few simple clicks.
HEAT 8.4 is currently
available to new customers, as well as to current users on
maintenance as an upgrade. Additional enhancements to HEAT 8.4
include the ability to run Auto Ticket Generator (a utility used to
update and create incident records through e-mail monitoring) as a
Windows NT Service, which allows greater functionality on any
computer. Improved layouts, better navigation controls and
redesigned icons simplify the new interface, which helps simplify
the workflow, as well as ramp time for new users.
"FrontRange is proud to
say that HEAT leads the way as one of the most widely used IT help
desk and service management applications," said Kevin J. Smith, Vice
President of Products for FrontRange, of the latest version of HEAT.
"We have enhanced the user experience in several ways because more
than 8,000 organizations rely on HEAT for IT Service Automation. We
are constantly looking for ways to improve."
Earlier this year, HEAT
won "Best Help Desk Solution, Best in Americas" from the 2006
Members' Choice Awards, a recognition program hosted by
ContactCenterWorld.com, the global support organization for
contact-center industry professionals. The Members' Choice Awards
are based entirely on customer feedback, and the winners are
organizations that receive the highest average scores as voted by
their customers. There are no judges and no panels. The 2006
Members' Choice Awards attracted more than 70 entrants, and more
than 3,000 customers voted in this year's competition.
About FrontRange
Solutions
FrontRange Solutions
develops award-winning software and solutions used by more than
130,000 companies and over 1.7 million seats worldwide to manage a
wide variety of business relationships and provide exceptional
service. FrontRange product families are designed to optimize
customer investment by their interoperability, specifically for
small-to-medium-enterprise (SME) and distributed enterprise
organizations.
Solution families are
defined by three customer-centric market areas: Customer
Relationship Management (CRM) including GoldMine®; IT Service
Management including the HEAT®, ITSM and Infrastructure Management
product lines; and Communication Interaction Management, including
IP Office, GoldMine® IP Voice Suite and IP Contact Center. This
comprehensive product set provides a unique customer service and
support scenario, unrivaled in the market today.
Customers
representing 44 percent of the Fortune 100 and 76 percent of the
FTSE 100, include Coca-Cola, Shell Oil, Prudential Securities,
Electricite de France, Mack Trucks, Campbell Soup, Avaya, Bechtel
Corp, Bank of America, and Turner News Network.
GoldMine, HEAT and other
FrontRange Solutions products, brands and trademarks are property of
FrontRange Solutions USA Inc. and/or its affiliates in the United
States and/or other countries. Other products, brands and trademarks
are property of their respective owners/companies.
