FrontRange Unveils HEAT Cloud 2012.3

Dec 21, 2012 (Close-Up Media via COMTEX) -- FrontRange, a provider of hybrid IT service management solutions, announced the latest release of its cloud-based ITSM platform, HEAT Cloud 2012.3, which features significant enhancements in three primary areas: social IT, global and local support, and cloud infrastructure improvements.

According to a release, HEAT Cloud 2012.3 is designed to support critical workflow-based service management tasks that range from service desk operations to more complex and configurable service management operations built on industry standard best practices.

"It is vital that modern social media concepts be adopted within IT service management processes in order for teams to stay informed and collaborate efficiently," said Jarod Green, Research Analyst with Gartner, Inc. "By merging social collaboration and service management functions, customers and their support teams can stay up to date in terms of knowledge, alerts and notifications without using a separate system of record. This is a key capability customers should look for in any ITSM solution." As described by the company, specific features to HEAT Cloud 2012.3 Social Service Management include: - Social Board: a central location for agents or customers to post, receive and comment on messages.

- Self-service Portal: users have up-to-date information at their fingertips to solve their own issues, reduce the volume of service tickets, and reduce email and phone traffic for the service desk.

- Integrated Knowledge Management: provides a centralized location for previously submitted posts and messages containing useful knowledge.

- Integrated Incident Management Processes: service agents can create new incident reports based on social feeds directly from the social board.

- Publish Release and Change Request Information: enables customers or employees to receive change or release information so they can stay informed of the service delivery process.

"By offering customers the ability to service and empower themselves with real-time knowledge capture and sharing through social collaboration while providing service desk team members the opportunity to actively communicate with each other, the velocity and cost of service delivery can improved dramatically," said Kevin J. Smith, Vice President and General Manager, Cloud Business Unit with FrontRange. "By tightly integrating 'social collaboration' into the platform, we're extending the reach and impact of service management best practices. In addition, we're ensuring our customers have the most secure and configurable cloud-capable ITSM platform on the market." More information: www.frontrange.com ((Comments on this story may be sent to newsdesk@closeupmedia.com))

[ Back To Contact Center Solutions Homepage's Homepage ]

Related Contact Center Solutions Articles

MetricNet Publishes 4 New Australian Benchmarks for IT Support, Contact Centres
[ Read More ]
05/21/2013

Liverpool Bosch Contact Center Hopes for Threefold Expansion by Year End
[ Read More ]
05/03/2013

Bunchball Unveils Augmented Gamification Tools for Jive Platform
[ Read More ]
04/08/2013

Teleperformance Earns the Multimedia Contact Center Award
[ Read More ]
03/19/2013

Shangri-La Unveils Customer Contact Center in China
[ Read More ]
03/13/2013

B. Braun Uses NextiraOne for UC and Contact Center Support
[ Read More ]
03/12/2013

Contact Centre Australia Generates Job Growth in Wellington, New Zealand
[ Read More ]
03/04/2013

[ View all Contact Center Solutions Articles ]

Contact Center Solutions Glossary of Terms

A B C D E F G H I J K L M N O

Featured Whitepaper

Microsoft® Lync® in the Contact Center: Integrating with Customer Interaction Center™ to Provide a Barrierâ€free Customer Experience To implement contact center functionality, organizations using Microsoft Lync Server 2010 can follow the unified communications blueprint of open standards interoperability and integrate to a contact center solution of their choice. Customer Interaction Center (CIC) from Interactive Intelligence is a proven best of breed contact center solution that merits consideration ...

Featured Success Story

Interactive Intelligence all-in-one IP communications software suite integrated with Microsoft Lync helps Bentley save $200,000 annually.

Featured Product Demo

Contact Center Solutions Interaction Analyzer™

Interaction Analyzer™
Real-time word and phrase spotting. Alerting. Analytics. Scoring. Coaching. Watch how Interaction Analyzer turns every moment, of every past and present call, into data that lets you deliver an exceptional customer experience.