Leader in help desk solutions for mid-range organisations, FrontRange Solutions` HEAT division, and Eclipse Networks, a leading Business Service Provider, have announced that SimpleCT has been selected to drive the Computer Telephony Integration (CTI) for award-winning HEAT help desk software.
As part of the HEAT division`s Independent Software Vendor Programme, SimpleCT CTI middleware was selected to allow HEAT help desk administrators improve customer service performance. With SimpleCT, increases are seen in the overall number of calls handled per day, plus a reduction to network costs - attributable to extensive hold time and call length. Additional Help Desk improvements realized through effective CTI implementation include enhanced technician productivity, as well as the elimination of redundancies in technician`s requests for caller information. "HEAT software is an industry standard in Help Desk and service and support management," said Edwin Gear, HEAT Division president. "This seamless integration will offer our customers the means to easily streamline these processes and realize immediate bottom-line support savings."
SimpleCT combines telephone and computer systems to form CTI-enabled service and support platforms that enable businesses to "supercharge" service and support applications and provide improved customer service and increased productivity. With SimpleCT, CTI functionality is added to Help Desk products, or embedded directly into underlying applications, resulting in seamless integration.
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Eclipse Networks
Eclipse Networks (www.eclipsenetworks.com) is a leading Business Service Provider (BSP), delivering complete end-to-end business solutions to its clients to enable their entry into the networked economy. The firm focuses exclusively on the design and integration of networked e-CRM (customer relationship management) solutions to the integrated communications industry and its customers. Under one roof, Eclipse Networks can develop, design, integrate, manage and maintain networks and applications. Through the combination of the capabilities of a Network Management Service Provider (NSP) and an Application Service provider (ASP) with a full-service Applications Consulting and Systems Integration firm, Eclipse Networks provides a comprehensive, cost-effective value proposition that is unmatched in the marketplace. Eclipse Networks has been backed with a $50 million investment by Thoma Cressey Equity Partners (www.thomacressey.com).
FrontRange Solutions
(formerly GoldMine Software Corp.)
Founded in 1989, FrontRange Solutions is a leading provider of front office solutions to enable small to medium-sized organisations to buy, sell and support customers with Web-based applications designed for the New Economy. The company sells its products and services through value-added resellers and other distribution partners.
FrontRange Solutions has its headquarters in Colorado Springs, Colo. For more information, visit www.frontrange.com.