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:

• An interaction management system and Internet chat server for handling multimedia e-mail, voice mail, fax and Web interactions in addition to phone calls.
• Unified messaging that puts e-mail, voice mail, fax messages, and escalated tickets in a complete queue for each user, streamlining the messaging process.
• 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.
• 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.

• Computer Telephony Integration (CTI) displays customer information into HEAT before your agent picks up the phone.
• 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.
• Skills based routing allows calls to be routed to the agent with the proper expertise to answer the call - correctly and the first time.
• 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.
• 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.

These other HEAT add-on modules can create even greater value!

• HEAT® Service & Support™ – Award-winning service and support technology for your help desk transforms your organization into a proactive service organization.
• iHEAT™ - Provide your technicians access to HEAT from anywhere – no plug-ins required.
• HEAT® Self Service™ - Reduce help desk calls up to 15% by providing automatic 24/7 support via software.
• HEAT Asset Tracker delivers significant IT savings by managing hardware, software and non-scannable assets throughout their lifecycles.
• HEAT Plus Knowledge — Knowledge management product that can save up to 30% off service and support center budgets by reducing training costs, unnecessary escalations, and call lengths.