FrontRange(TM) HEAT(R) Earns Leader Position in Info-Tech Research Group Evaluation of Help Desk Software Solutions.HEAT achieves "one of the highest overall ranks due to the well-roundedness of the solution".
DUBLIN, Calif. -- FrontRange Solutions This article or section needs sources or references that appear in reliable, third-party publications. Alone, primary sources and sources affiliated with the subject of this article are not sufficient for an accurate encyclopedia article. announced today that HEAT[R], 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 Info-Tech Research Group (Info-Tech) is an information technology research, analysis and consulting firm. Info-Tech provides businesses with independent expertise in strategy, planning, implementation, optimization, management, staffing and education. . 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[TM] HEAT[R] 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 metrics Managed care A popular term for standards by which the quality of a product, service, or outcome of a particular form of Pt management is evaluated. See TQM. . 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 out·sell
tr.v. out·sold , out·sell·ing, out·sells
1. To surpass (another) in an amount sold: a book that outsold all others of its kind.
2. , 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 (1) (Small and Medium-sized Enterprise) See SMB.
(2) (Subject Matter Expert) An individual who is well-versed in the policies and procedures of a particular department or division. ) and distributed enterprise organizations.
Solution families are defined by three customer-centric market areas: Customer Relationship Management (CRM (Customer Relationship Management) An integrated information system that is used to plan, schedule and control the presales and postsales activities in an organization. ) including GoldMine([R]); IT Service Management including the HEAT([R]), ITSM ITSM Information Technology Service Management
ITSM Information Technology Security Manager
ITSM Indirect Tensile Stiffness Modulus
ITSM Information Technology System Management
ITSM Ibm Tivoli Storage Manager
ITSM It Service Management and Infrastructure Management product lines; and Communication Interaction Management, including IP Office, GoldMine([R]) 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 FTSE
A company that specializes in index calculation. Although not part of a stock exchange, co-owners include the London Stock Exchange and the Financial Times.
The FTSE is similar to Standard & Poor's in the United States. 100, include Coca-Cola, Shell Oil, Prudential Securities, Electricite de France, Mack Trucks Mack Trucks is one of the world's leading truck-manufacturing companies. It is now a subsidiary of AB Volvo, Volvo Group. The company's headquarters are in Allentown, Pennsylvania, in the Lehigh Valley region of the state. , Campbell Soup, Avaya, Bechtel Corp, Bank of America
Bank of America (NYSE: BAC TYO: 8648 ) is the largest commercial bank in the United States in terms of deposits, and the largest company of its kind in the world. , and Turner News Network. For more information, call (800) 776-7889 or visit www.frontrange.com.
GoldMine, HEAT and other FrontRange Solutions products, brands and trademarks are property of FrontRange Solutions USA Inc. and/or its affiliates in the United States United States, officially United States of America, republic (2005 est. pop. 295,734,000), 3,539,227 sq mi (9,166,598 sq km), North America. The United States is the world's third largest country in population and the fourth largest country in area. and/or other countries. Other products, brands and trademarks are property of their respective owners/companies.