FrontRange Customers Leveraging Voice-Enabled Service Management to Improve Customer Satisfaction and Accelerate Time-to-Incident Resolution

Agent-less Password Resets and Cutting-Edge Voice Automation Improve IT Desk Efficiency and Reduce Operational Expenses


Agent-less Password Resets and Cutting-Edge Voice Automation Improve IT Desk Efficiency and Reduce Operational Expenses

Milpitas, Calif. | Tuesday, November 12, 2013 — FrontRange, the Hybrid IT software company, today announced a surge in the adoption of its HEAT Voice solution that seamlessly integrates a customer’s existing phone infrastructure with its business-critical service management organization. HEAT Voice provides productivity-enhancing capabilities that include call routing, integrated voice response (IVR), voice self-service, screen-pops and call management to dramatically improve the productivity and incident resolution capabilities of an organization’s service desk.

HEAT Voice, a tightly integrated option for FrontRange’s HEAT Service Management solution, is suitable for internal employee service management needs or external customer service requirements. As a comprehensive voice-enabled service management solution, HEAT Voice enables organizations to guarantee its clients and end users will be intelligently routed to help desk agents most qualified to handle specific issues. As a result, FrontRange customers are reporting superior end user satisfaction levels and significant productivity improvements in the time allocated to resolving technical and service issues.

“Our end users expect their service calls to be handled at their convenience,” said David Mora, Manager, Randstad IT Help Desk. “There is little tolerance for having to wait on hold for the next available agent or be transferred repeatedly around the organization. Thanks to HEAT Voice, caller wait times, transfer rates and abandoned calls have been dramatically reduced. And this has produced measurable improvements in customer satisfaction rates and workforce productivity.”

Additional advantages offered by HEAT Voice include:

  • Agent-less Password Resets: offload ~ 20-30% of incidents with agent-less password resets and get employees back to work faster even when they can’t get to web self-service.
  • Call Distribution: automated call distribution (ACD) and integrated voice response capabilities ensure calls are delivered correctly the first time.
  • VoIP/SIP/PBX Integration: connectivity to HEAT Voice is provided via industry standard SIP trunks from an IP-enabled PBX, media gateway or VoIP service provider. With a locally installed server application, all audio, monitoring and call recording is managed in the local area network to dramatically reduce bandwidth, harden the security of hosted phone systems and increase call quality.
  • 24 x 7 Service Desk with Voice Self Help / Voice-Mail Generated Incidents: Eliminates the “I left a message conflict”, reassigns gatekeepers, breaks down data silos, and enables better management of busy hours and after hours call volume.
  • Cut Operational Expenses by 15-25%: broadcast notifications, emergency outage updates and voice-based change approvals reduce operational expenses significantly.
  • Easy Deployment: enterprise connector installed onsite keeps audio local reducing network, firewall changes; Extends any phone system, no rip and replace.

“One of the key advantages of HEAT’s integrated voice capabilities is that it keeps our service desk agents highly accountable since calls can be recorded and monitored by supervisors to improve agent performance,” said Mora. “In addition, we can learn how to improve service quality by studying agent/client interactions and implementing this knowledge in future training programs. It’s a powerful tool for increasing the value and efficiency of our service desk throughout the organization.”

“Our organizational productivity hinges on the effectiveness of our service management teams who play a vital role in optimizing the efficiency of our workforce,” said Mora. “By integrating HEAT Voice with our core HEAT Service Management Platform, we’re adding a powerful customer service capability to our service desk that is increasing satisfaction levels, improving call center efficiency and eliminating a wide range of time-consuming issues.”

About FrontRange
FrontRange is a leading provider of Hybrid IT software solutions for organizations of all sizes. With our suite of HEAT applications, FrontRange is the only company in the world that provides, from a single platform, Service Management and Client Management software on-premise and in the cloud. HEAT manages millions of service interactions and millions of devices every day for more than 15,000 leading organizations around the world. Our customers deliver world-class service while maximizing operational efficiencies with reduced cost and complexity. FrontRange is headquartered in Milpitas, California and can be found at


Media Contact for FrontRange:

Sabrina Hengehold
PR Manager
(408) 601-2815