FrontRange HEAT Voice:

HEAT Voice

Offering 24 / 7 self service access ensures that customers can use automated service options driven by business application information, improving accessibility and reducing load to agents and queue times

 

Key Features:
  • Improve call handling with complete automated call distribution (ACD)
  • Integrated voice response (IVR),
  • Skills-based routing and screen pop features
  • Quality Management - Supervisors can silently listen to agent conversations to ensure the agents are representing the business accordingly.
  • Call Center Analysis - HEAT Voice provides real-time information updates as well as historical call center statistics. view instant information regarding key performance indicators, service delivery times and agent accomplishments
  • Application Configuration & Administrative Control - The application is designed so that non-technical staff can configure the application, such as, IVR blocks, agent skills, queues and call analysis with simple, easy to use configuration wizards
  • Service Management Application Integration - HEAT Voice is integrated out-of-the-box with the HEAT Service Management solution. Unlike third party add-on call center solutions which require extensive customizations at a high cost and with little benefit, HEAT Voice natively supports the vital components a voice enabled service desk solution should provide, all from one vendor
  • Multi-Channel Queue Support - Queues can be established to manage any type of phone call placed into the system, with any type of service being requested.

 

 Key Benefits:
  • Offering 24 / 7 self service access ensures that customers can use automated service options driven by business application information, improving accessibility and reducing load to agents and queue times
  • Wait times are dramatically reduced by efficient call routing and by allowing the caller’s ultimate destination to be identified by using information from within the business application, without having to wait in a general queue. 
  • Either on premesis or Cloud deployment ensures high call quality while keeping internet bandwidth usage and costs to a minimum
  • Automation frees up your service personnel for more productive revenue generating work. Voice self-service applications enable customers to do more for themselves, at a time of their choosing.

 

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