Reading, Berks, 20 April 2005: The helpdesk has taken another major step forward with the recent introduction of FrontRange Solutionsâ new business applications suite, built on a common Microsoft .NET platform and being demonstrated at the HDI Show 2005 for the first time.
Steve Feeney, FrontRange Solutionsâ Northern European sales and marketing director, believes that, "the helpdesk has evolved significantly from its origins as a purely tactical and transactional management tool, driven in large part by our own pioneering HEAT product suite."
"Now with the introduction of IT Service Management (ITSM) and IP Contact Center (IPCC) in particular, the helpdesk should be viewed as a key, integral component of any businessâs broader customer management strategy."
FrontRangeâs modular ITSM solution is designed both to improve the performance of IT and support organisations for new customers and to provide additional functionality for existing users of HEAT. "ITSM helps companies of whatever size to manage their infrastructure effectively, allowing other parts of the business to get on with what they do best and so improve overall competitiveness," confirms Feeney.
With its new IPCC product set, FrontRange enables companies to take advantage of sophisticated call centre technology beyond the narrow confines of the traditional call centre. By using telephony applications such as IVR, ACD and skills-based routing within a mixed media IPCC solution â so integrating business application and call centre technologies â users gain from improved internal efficiencies. "The level of service also increases dramatically," he adds, "as customers are connected to the appropriate agent first time, every time."
Critically, and in common with other parts of the new business applications suite, FrontRangeâs ITSM and IPCC solutions are fully ITIL best practice-compatible. At the same time, building on the companyâs strong legacy experience, the productsâ high application functionality, speed of deployment, ease of use, low total cost of ownership and affordable pricing make them ideally suited for the SME and distributed enterprise markets.
In addition to exhibiting its new products, the FrontRange team will also be happy to talk to existing HEAT users on the stand about the companyâs exciting plans for the future. "HEAT will continue to offer essential helpdesk support to many companies in running their business effectively," confirms Feeney. "In short, HEAT is here to stay."