IP Contact Center & HEAT FrontRange Communications Management Mike Heberling

1. IP Contact Center & HEAT FrontRange Communications Management Mike Heberling Communications Management Specialist Mike.Heberling@frontrange.com

2. Points to cover: • Communication Management from FrontRange • IP Contact Centre • HEAT & IPCC working together • Interactive Demonstration with HEAT and IPCC

3. FrontRange - Creating the Next Generation of Solutions FrontRange is delivering the next generation Business Application solution by providing service management, CRM, and voice applications on an integrated platform which provides our customers with: Enterprise Class Functionality Fast Implementation and Fast Time-to-Benefit Low Total Cost of Ownership High Ease-of-Use Affordability

4. Why FrontRange & Communications Management • No Standards - Proprietary Systems • Advanced Enterprise Features = High Cost • Custom integration = High Cost • Everything is new and bespoke • Multi vendor implementation • High Complexity = High Risk

5. Telephony Solutions The FrontRange Advantage Call Center Technology Allows the value of your business intelligence manage your customer relationship Application Convergence FrontRange provides the first Help Desk application with integrated voice • Intelligence based call routing • Based on availability • Based on customer • Based on profile • Retain more information • All interactions become ‘visible’ • Net outcome • Create customer loyalty • Improve customer experience • Improve user productivity • Widen availability CRM Solutions

6. Telephony Solutions IT Service Management Customer Relationship Management The FrontRange Advantage CRM Solutions Call Center Technology Communication Interaction Management True value of applications lies in convergence How can you manage what you cannot measure!! FrontRange Application Convergence Integrated applications – Changing the Game!!

7. FrontRange Solution Families IT Service Management Customer Relationship Management HEAT Incident Problem Change Release Availability Configuration Service Level Mgmt Self Service Knowledge Mgmt ITSM MSP Inventory DiscoverNET Patch SW Licensing Business Services Asset Lifecycle IP Contact Center Unified Messaging Application Builder Quality Mgmt Outbound Dialer Redundant Server GM/IPCC Integration HEAT/ITSM Integration GoldMine IP Voice Suite IP Office Suite IPCC ASP GoldMine CE Campaign Mgmt Lead Mgmt Relationship Mgmt GoldMine SE Sales Automation Case Mgmt GoldMine Mobile GoldMine ASP Quoting Communication Interaction Management BPML Workflow Multi Tenancy Messaging Analytics Dashboards Security Reporting XML Web Services FOUNDATION

8. Outbound Dialler Outbound Dialler IP Contact Centre GoldMine IP Voice Suite IP Office Suite IP Office Suite IP Office Suite VoIP Softswitch Phone System GoldMine Productivity Solutions IP Contact CenterApplication Builder Communication Management Product Family

9. The FrontRange IP Contact Centreworking with HEAT Data Directed & Skills Based Routing Unified Messaging Sophisticated Self Service IVR IP Dashboard Softphone Commitment Quality Management to the Channel Presence Management IP SIP Based Solution Pre Integrated to GoldMine, HEAT & ITSM Integrated Text To Speech Engine Integrated Interaction Management

10. Common Help Desk problems • Maximising analyst skills • Routing calls to assigned agents • Managing out of hours calls • Managing service level agreements • Managing calls for shared incidents • Providing consistent levels of service • No real time telephone management • Matching call reports to ticket reports • Managing repeat problems like password resets

11. IPCC & HEAT – Some real scenarios of improvement

12. IPCC & Integration to HEATAreas for immediate attention! • 24x7 Self Service • Automatic Password resets • Customer and ticket recognition • Screen pop any page • Manage shared incidents • Remote access • Quality management • Outbound ticket management • Escalate tickets by SLA

13. IPCC IVR Self Service Heat Enabled Help Desk Public Telephone Network Windows Domain Controller Benefits • Decrease user workload and increase service offering • Improve first call resolution rates • Offers customers and employees alternative interaction methods e-mail Notification FrontRange IP Contact CenterChanging the way you do Business Improving Business Practices • Automate repetitive tasks • Priority Based & Data directed Routing • Extended Hours Self Service • Connect calls to correct person

14. IPCC IVR Self Service Heat Enabled Help Desk Public Telephone Network e-mail Notification FrontRange IP Contact CenterImproving Business Efficiency Improving Your Business and Employee Efficiency • Handle more calls in less time with fewer people • Quality Management Agent/Supervisor tools • Manage data to maximum effect • Automate delivery of information Benefits • Lessen Impact of unpredictable high call volumes • Extend access with out of hours service without increasing headcount • Improve capability to manage and improve customer interactions

15. FrontRange IP Contact CenterAgility, Scalability and Adaptability Introducing Agility into Your Business Practices • IP Softphone • Dynamic system management • Quality Management • Reporting • Centralized Management Benefits • Take control of your business processes and management • React quickly to unpredictable changes to business processes • Flexibility to extend business functions across multiple locations

16. Help Desk Efficiency • Self Service for Major shared incident handling • Quality management – • Information Delivery with call and screen pop on transfer • Outbound dialing FrontRange IP Contact Centerwith HEAT - Demonstration Making a Difference in Your Business Help Desk Agility • Automated Password Reset • Priority Based Routing and Call Escalation • Extended Hours Self Service • Self Service Ticket Logging and Status Updates • Skills Based and Data Directed Routing • Softphone • Application Builder Quality • Management and Centralized Recording • Reporting

17. Mike Heberling, FrontRange Solutions mike.heberling@frontrange.com 801-451-6096