Enhance customer satisfaction,
lower costs and streamline your call center.
Whether you're a small or mid-sized organization, you
simply can't afford to throw money and technology at
your support center. And yet, if you're outgrowing
your existing communication system or expanding your
operations, you need a flexible, cost-effective
solution that will meet your needs today-and tomorrow.
You need a real solution that offers real ROI.
HEAT Plus Call Center is an affordable,
out-of-the-box interaction management solution that
replaces or enhances your costly multisystem
communication architecture. HEAT Plus Call Center is
integrated with HEAT Service & Support to provide
your support center customer service center with a
seamless flow of information and workflow so you can
increase customer satisfaction and lower costs. Best
of all, HEAT Plus Call Center has a low cost of
ownership and a quick time to value.
Reduce
call center costs and enhance user productivity.
HEAT Plus Call Center gives you everything you need to
get up and running:
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An interaction management system and
Internet chat server for handling multimedia e-mail, voice
mail, fax and Web interactions in addition to phone calls. |
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Unified
messaging that puts e-mail, voice mail,
fax messages, and escalated tickets in a
complete queue for each user, streamlining the
messaging process. |
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A
complete phone system plus a basic
automatic call distributor (ACD) that routes
calls to departments and users throughout the
organization, even across multiple offices. |
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Central
system administration from a single
interface, reducing your time and costs. |
|
Support
for work groups, remote users and new
communication technologies like voice over IP (VoIP)
and the Session Initiation Protocol (SIP) to
inexpensively carry phone calls and other
interactions over the Internet. |
Improve
your bottom line now
Out of the box, HEAT Plus Call Center provides a
return on investment few other communication systems
can match, no matter how long you use them. From its
plug-and-play implementation and simple administration
to features for every business purpose, HEAT Plus Call
Center offers a complete solution for complex
communications-plus benefits that boost your bottom
line.
HEAT®
Service & Support integration
HEAT Plus Call Center integrates with HEAT® Service
& Support™, giving you the tools you need to
manage your call center and your help desk.
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Computer
Telephony Integration (CTI) displays
customer information into HEAT before your agent
picks up the phone. |
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Business
Process Automation Module integration
lets you place customer call tickets into live
agent call queues based on custom rules,
improving work flow and ensuring prompt
handling. |
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Skills
based routing allows calls to be routed
to the agent with the proper expertise to answer
the call - correctly and the first time. |
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Web
chat integration improves customer
service by linking your self-service Web site
with your call center. Additionally, your
support staff can handle more issues at once by
managing multiple chat sessions at the same
time. |
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Reporting
allows you to evaluate the big picture
all the way down to the details. Track your
overall call center as well as specific agents. |
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