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| [January 28, 2013] |
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FrontRange Introduces Latest Release of HEAT Help Desk Solution
MILPITAS, Calif. --(Business Wire)--
FrontRange, a leading provider of hybrid IT service management (ITSM)
solutions, today announced the latest release of its HEAT Help Desk
solution that delivers flexible customer service and support for IT help
desks, support centers and call centers. HEAT Help Desk 9.6 contains two
major enhancements: Mobile Field Service and web-based Managers Monitor.
"Field service reps need access to ITSM applications from wherever they
are at whatever time a support issue arises," said Dennis Callaghan,
senior enterprise software analyst at 451Research. "Delivering this
anytime, anywhere help desk access to end users can quickly and
efficiently reduce mean time to resolution. FrontRange remains an
innovative player in the IT service management market, with products
that meet market needs and match the latest end user trends."
HEAT Mobile Field Service
HEAT Mobile Field Service provides a powerful mobile interface for
iPhone (News - Alert) and iPad devices, offering access to relevant assignments,
assets, incidents, customer data and data-logging functionality. This
provides agents in the field complete service desk functionality
resulting in streamlined workflows and faster reported time to
resolution. With the immediate access to the information, service agents
become more agile and can respond to inquiries faster. HEAT Mobile Field
Service also supports instant data logging, which means service calls
are logged as they occur. Consequently, incident reports are more
accurate and complete, providing support personnel credit for every
service call they close.
Faster service delivery is another benefit of HEAT Mobile Field Service.
Because service calls start sooner, incidents are resolved faster
allowing support teams to meet the most aggressive service expectations
and service level agreements.
HEAT Managers Monitor
HEAT Mangers Monitor is a web based dashboard reporting tool that
delivers at-a-glance insights into the health and performance of the
service desk. This new functionality provides managers and executives
with anytime anywhere access to role based specific information using
multitude of browsers. The interactive, threshold based dashboards also
allow managers to monitor performance indicators as well as perform
basic analytical tasks by drilling down into the underlying HEAT data.
The simple drag and drop user interface for customizing and creating
dashboards also allows end users to quickly construct their own reports.
"FrontRange is committed to continuing to deliver world-class help desk
solutions to our customers and prospects as well as providing them with
a seamless migration up the service management Maturity Curve," said Udo
Waibel, chief technology officer at FrontRange. "We are excited to
deliver the most advanced solutions to the market and provide our
customers with the solutions needed to stay on top of current trends and
market standards. Mobile Field Service allows technicians to take the
office with them wherever they go transforming the IT service delivery
model."
HEAT Help Desk 9.6 is now generally available. For more information
visit http://www.frontrange.com.
About FrontRange Solutions (News - Alert)
FrontRange is the global leader in Hybrid IT Service Management (ITSM)
solutions for organizations of all sizes. With its suite of HEAT
applications, FrontRange is the only ITSM provider in the world that
delivers Service Management software with fully integrated Voice
Automation and Client Management capabilities on-premise and in the
cloud. HEAT manages millions of service interactions a day for more than
15,000 leading organizations around the world. HEAT enables customers to
deliver world-class service while maximizing operational efficiencies
with reduced cost and complexity. FrontRange is headquartered in
Milpitas, Calif. and can be found at http://www.frontrange.com/
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