HEAT Plus Voice

Most service desks are overwhelmed with calls. Wouldn’t it be great if some routine requests could be handled automatically, without involving an agent? And when calls do come through, wouldn’t it be nice if just taking the call could jumpstart problem resolution?

FrontRange Solutions HEAT Plus Voice brings much-needed help to the help desk with voice-activated support, “screen pops”, and intelligent call routing. For routine problems, callers are greeted with automated prompts to start issue resolution instead of waiting on hold. Intelligent routing makes sure callers are transferred to the right agent. When agents pick up the call, screen pops provide key information so agents can hit the ground running, solve problems faster, and take less of the caller’s time. Everyone wins.

HEAT Plus Voice works with existing phone systems, creating a centralized self service and response system that allows a help desk to:

• Reduce call volume with agent-less support for common problems like password reset, self-help and after-hours voicemail for auto-logging incidents.
• Speed up service request logging with screen pops to capture and display the caller’s contact information and PC inventory and compliance data.
• Accelerate response time with HEAT Auto Tasks to perform standard HEAT Plus Voice application tasks without leaving the incident console.
• Increase communication with voice notification that lets customers track the progress of their incident.
• Reduce support costs by eliminating the need to add costly, proprietary phone systems, network components, and gateways.
• Reduce service-related business impact with outbound calls and proactive alerts.
• Optimize the service desk with a consolidated service console, easy access to the desktop softphone, and linking Auto Tasks.
• Provide differentiated multi-department support with voice-prompted navigation menus.
• Increase workforce flexibility by allowing remote agents to access VoIP extensions through high-speed internet connections.

 

HEAT Plus Voice automation features: 

• Anytime Access
  
• After-hours Support
  
• User Self-service
  
• User Authentication
  
• Intelligent Ticketing
  
• Agent-less Password Reset
  
• Outbound updates
  
• Ticket Routing
  
• Status Notifications
  
• Customer Surveys
  
• Group Broadcasts
  
• Quality Management
  
• Call Recording
  
• Statistical Reporting

 

HEAT Plus Voice is a great way to streamline help desk interactions— or avoid them altogether. It enhances the customer experience, raises call center productivity, and respects the time of agents and customers alike.