|
For Immediate Release
FrontRange™ HEAT® 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, CA
Friday, January 19, 2007
FrontRange Solutions announced today that HEAT® ,
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 .
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™ HEAT® 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. 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, 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 Ticomix, Inc.
Ticomix focuses on the Fusion of Industry Best Practices
and Award-Winning Technology™ to provide premier technology solutions and
services to small to mid-sized enterprises in Midwest
in the areas of Customer Relationship Management (CRM) and Service Desk
Management. The Ticomix mission is to help its clients succeed through
effective technology implementation and management. In addition to being named
one of FrontRange Solutions top HEAT software Partners in 2005 and 2006, Ticomix is a
leading provider of award-winning GoldMine for CRM, ITSM software, built on the ITIL
framework for complete service management, IPCC for communication management,
and IM for comprehensive asset management. Through various technology
partnerships, certifications, and event offerings, Ticomix continues to show
their commitment and dedication to the CRM and service desk industries. For
more information, call 866.842.6649.
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 1.2 million users
worldwide to manage a wide variety of business relationships and
provide exceptional service. FrontRange product families, designed
specifically for small-to-medium-enterprise (SME) and distributed
enterprise organizations include: GoldMine® for business relationship
management, team-based contact management and sales force automation
solutions; IT Service Management with HEAT® and ITIL® standards-based
modules for complete service management; Communication Management
including IP Contact Center for reduced telephony costs and increased
agent productivity, streamlined customer service and communications;
and Infrastructure Management, which provides the ability to optimize
the full lifecycle of a company's assets. Customers representing 44
percent of the Fortune 100 and 76 percent of the FTSE 100, include
Coca-Cola, Shell Oil, Prudential Securities, Électricité de France,
Mack Trucks, Campbell Soup, Avaya, Bechtel Corp, Bank of America, and
Turner News Network.
###
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 and/or other countries. Other products, brands and
trademarks are property of their respective owners/companies.
###
Media Contact:
Emily Seagren
866.842.6649
\n
This email address is being protected from spam bots, you need Javascript enabled to view it
This email address is being protected from spam bots, you need Javascript enabled to view it
|
