The Trainers - Heat Plus Knowledge, Mobile, Self Service, IT Asset Management, Voice

By: The Trainers  09-12-2011

HEAT®Plus Knowledge

With HEAT® Plus Knowledge, Service Agents can publish and retrieve intellectual capital across the entire organization. Most of an organization’s knowledge resides in the minds of its employees. To remain responsive and increase productivity, service organizations need to capture and maintain documented subject matter expertise.

HEAT®Plus Mobile

With HEAT® Plus Mobile, the Service Team can come to the customer. Technicians can be in the field, in the middle of a service call, yet still receive new service tickets and up-to-the-second alerts, just as though they were sitting at their desks. The HEAT® Plus Mobile interface for the BlackBerry provides access to the HEAT console, tracking tools, customer data, assignments, data-logging functionality and more.

HEAT® Self Service

With HEAT Self Service, employees or customers can submit service requests or get status updates over the web. Web-based self help and access to the knowledge base reduces how-to support requests. HEAT Self Service is an easy, intuitive and convenient self-help tool that tightly integrates with HEAT® Service & Support and HEAT® Plus Knowledge to leverage all the company's information assets. The powerful self service module lets customers access the problem-solving capabilities of the HEAT application from any web browser when issues arise day or night.

HEAT®IT Asset Management

With Centennial®, integrated IT Asset Management for the HEAT help desk brings clarity to distributed IT environments and peace of mind to those who manage them.

HEAT®Plus Voice

HEAT Plus Voice, brings much-needed help to the help desk with voice-activated support. Part of the FrontRange multi-channel communication platform, integrated IP telephony greets callers with automated prompts for intelligent call routing. Routine requests can be handled automatically with menu-driven self-help and automated password resets. Using FrontRange Voice technology, the platform is scalable, flexible, and cost-effective—HEAT users gain enterprise-level functionality at an affordable price.

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