HEAT achieves “one of the highest overall ranks due to the well-roundedness of the solution”.

DUBLIN, Calif.--FrontRange Solutions announced today that HEAT®, the fully customizable Help Desk and external customer support tool, has achieved a Leader position in a comparison of five help desk software solutions conducted by Info-Tech Research Group. The report, released January 11, provides an evaluation of the help desk software market, along with an analysis of HEAT. This evaluation examines HEAT as a help desk solution, and provides key points of consideration for the enterprise’s help desk software decision.

Info-Tech Lead Analyst Brenda Kerton notes, “FrontRange™ HEAT® is generally more cost-effective than solutions with similar functionality, customizability, and interoperability.” She also says, “FrontRange HEAT is a well-designed, versatile solution from a vendor with a strong track record. It is ideal for enterprises with low to moderate call volume demands and a clearly defined set of functionality needs.”

HEAT is a help desk solution that logs and tracks issues through resolution. Built on more than a decade of service management experience, HEAT integrates core service and support components into one complete solution to reduce costs and drive higher customer satisfaction. One new 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.

Info-Tech Research Group is a global leader in providing IT research and advice. In their inaugural review of the IT research industry, Outsell, an independent research house, ranked Info-Tech as a "Rising Star" in the IT research arena.

HEAT recently 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 full Info-Tech report can be purchased online.

About Info-Tech Research Group

With a paid membership of over 20,000 worldwide, Info-Tech Research Group is the global leader in providing tactical, practical Information Technology research and analysis. It is one of North America's fastest growing full-service IT analyst firms.

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, Électricité de France, Mack Trucks, Campbell Soup, Avaya, Bechtel Corp, Bank of America, and Turner News Network. For more information, call (800) 776-7889 or visit www.frontrange.com.

Written by Don Panek - CRMDirectory Editor
Friday, 19 January 2007