In an independent

survey, 98%of HEAT users

said they would

recommend

HEAT to a peer.

HEAT® Service & Support™:Winner of the Users ChoiceGold Award three years in a

row–1999, 2000, 2001

Enhance customer satisfaction and streamline yourcall center operations.

w w w. f ro n t r a n g e . c o m

Whether you’re a small or midsized

organization, you simply can’t afford to

throw money and technology at your

customer service center. And yet, if you’re

outgrowing your existing communications

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:A complete solution offering quicktime to value.

HEAT Plus Call Center is an affordable, out-

of-the-box interaction management solution

that replaces or enhances your costly

multisystem communications architecture.

HEAT Plus Call Center is integrated with

HEAT® Service & Support™ to provide your

customer support center with seamless access

to information and streamlined work flow

so you can increase customer satisfaction

and lower costs.

As your business grows and new technologies

emerge, you can protect your investment by

expanding HEAT Plus Call Center—without

adding more systems or paying for expensive

customization. All the while, the underlying

foundation of HEAT Plus Call Center,

Interaction Center Platform™, gives you

reliable software technology already proven

in more than a thousand organizations

worldwide.

Reduce call center costs and enhanceuser productivity.

HEAT Plus Call Center gives you everything

you need to get up and running:

• An interaction management systemand Internet chat server for handlingmultimedia e-mail, voice mail, faxand Web interactions in addition tophone calls.

• Screen pops that automatically retrievecustomer account details (includingprevious transactions) and display themon your agent’s screen. Because theinformation is available before youragents answer the phone, they becomemore productive and better able to helpyour customers.

• Unified messaging that puts e-mail, voicemail, fax messages and escalated ticketsin a universal inbox for each user. Withall communication in a single location,your employees can provide fasterservice with ease.

HEAT Plus Call Center workstation requirements:

• Microsoft® Windows® 98 SE

• Microsoft Windows Me

• Microsoft Windows NT® 4.0 Service Pack 6

• Microsoft Windows 2000

• Microsoft Windows XP Professional

• 63 MB hard drive space

• Sound card (recommended)

• 100 MB network connection

• 800 x 600 video with 2 MB memory

Server and technical requirements:

• A TCP/IP network with a domain controller

• Windows 2000 or Windows NT 4.0 PDC

Operating system

• Microsoft Windows 2000 Server, Service Pack 2, sized accordingto the number of trunks, stations and active workstation clientlicenses on the system. Server requirements begin with anIntel® Pentium® II 450 processor (or better) and 256 MB RAM.RAID is recommended.

• A minimum 12-trunk-by-24-station system capacity; Dialogic,Aculab or Cisco hardware for telephone trunking and stationsignaling; and sufficient PCI slots for telephone hardware.

• If implementing unified messaging (a “universal inbox” forincoming voice mail, fax and e-mail), an e-mail server is required.

• If implementing Web services, Microsoft® Internet InformationServices, Netscape®, Apache® or similar type of popular serveris required.

• If you add reporting options to your HEAT® Plus Call Centersystem, Microsoft® SQL Server™ 7.0 or higher is required.

Telephony services:

• I3 company line

• Support Cisco® AVVID IP

Copyright © 2002 FrontRange Solutions Inc. All Rights Reserved. GoldMine, HEAT and other FrontRange products and brands are registeredtrademarks or trademarks of FrontRange Solutions Inc. in the U.S. and/or other countries. Other products and brands are registered trademarksor trademarks of their respective owners/companies. HPCMM0001

w w w. f ro n t r a n g e . c o m

A sneak peek at HEAT—with no obligation.No forms. No data capture. View the new and powerfulHEAT Service & Support atwww.frontrange.com/heat/heat_demos.asp.If you would like to talk to a HEAT professional today,please call 888.276.0620 or your local solutions provider.

HEAT add-ons deliver even greater value.To learn more about HEAT add-on modules, such as HEAT® AssetTracker and HEAT® Plus Knowledge, plus other services and supportfor your HEAT Service & Support product, please visitwww.frontrange.com.

Accurate customerinformation, includingthe proper call screenand applicable calltickets, is automaticallytransferred to theagent.

Convenient Web chat gives your customerson-the-spot access to your call center agents.

• A complete phone system that routes calls to departments and users throughout the organization, even across multipleoffices.

• Support for work groups, remote users and new communicationtechnologies like voice over IP (VoIP) and the Session InitiationProtocol (SIP) to inexpensively carry phone calls and otherinteractions over the Internet.

Powerful reporting enables you to evaluate yourservice center’s performance, from the big picturedown to the details.

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.

• Business process automation integration lets you placecustomer call tickets into live agent call queues based oncustom rules, improving work flow and ensuring prompthandling.

• Web chat integration improves customer service by linkingyour self-service Web site with your customer service center.By handling multiple chats concurrently, your agents can helpmore customers.

Better business through better communication.

HEAT Plus Call Center lets your office, sales and mobile users access

calls, e-mail, fax and voice mail messages anytime, in or out of the

office. No more missed appointments, no more overlooked messages

from customers and no more crossed communication with colleagues.

HEAT Plus Call Center improves your support center process—and

your bottom line—with advanced features that fit your business

functions.

• Centrally manage all message types with the HEAT Plus CallCenter unified messaging option. Even access e-mail remotelyover the telephone.

• Follow-me and forward features let customers access yoursales and field service personnel at all times, regardless of theworker’s location or number.

• User in/out board and company directory enable HEAT PlusCall Center users to monitor the location and availability ofother team members. HEAT Plus Call Center informs customersof an employee’s availability and when he or she might return.

A single queue blends live agent requests across all channels fora complete view of incoming support needs.

Enhance customer satisfaction.

HEAT Plus Call Center offers features and functionality that help

you improve customer satisfaction. Give your customers more ways

to contact you and streamline call routing to enhance the overall

customer experience.

• Fax messaging and fax server keep customer faxes from gettinglost in a pile of paper.

• Web callback and Web chat offer online visitors real-timecommunication with your organization, enhancing their Webexperience and alleviating problems.

• Skills-based routing allows calls to be routed to the agentwith the proper expertise to answer the call correctly—thefirst time.

• Call routing and time-of-day menus let you change greetingsbased on Automatic Number Identification (ANI), DialedNumber Identification Service (DNIS), line, time of day or otherscheduled events.

• Automatic call distribution (ACD) offers customers customizablemusic and messages while they are on hold, and providesestimated wait time and queue position. Before routing callsto groups that are extremely busy or full, HEAT Plus Call Centeroffers options to reroute callers to an alternate group, operatoror voice mail.

• Caller prompting asks for a customer’s ID or account number,improving call routing.

Reduce communication and system costs.

Administering HEAT Plus Call Center from a single interface can

lower your implementation, maintenance and ownership costs

more than other solutions that require multiple administration

points and interfaces.

• A single administrative interface for all functionality: phonesystem, voice mail, fax server, ACD, screen pops, automatedattendant, intelligent on-hold messages and chat server(including intercom chats among users).

• Multisite administration via a wide-area network (WAN) orlocal-area network (LAN) for organizations with multiplelocations.

• Central HEAT Plus Call Center administration across sites allowsorganizations to replace multiple administrative applicationsper site and reduce costs even more.

Ease of implementation.

Choose from pre-engineered implementation levels sized for the

number of stations and trunks or channels you’ll need. The HEAT

Plus Call Center Setup Wizard enables you to configure stations,

lines and users—and launch your new multimedia business

communications system in one day.

• Efficient installation using information-gathering tools andthe HEAT Plus Call Center Setup Wizard. Reduce yourimplementation, IT and information service costs.

• Collected data helps determine specific organizational anduser needs for your HEAT Plus Call Center system configuration.

• Streamline installation by preintegrating required applications.

• Quickly integrate with your existing HEAT Service & Supportinstallation.

Improve your bottom line now.

Out of the box, HEAT Plus Call Center provides a return on investment

few other communications 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.

els sized for the

need. The HEAT

figure stations,

a business

ering tools anduce yourcosts.

nizational andm configuration.

red applications.

rvice & Support

s sized for th

ed. The HEA

gure stations,

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A sneak peek at HEAT—with no obligation.No forms. No data capture. View the new and powerfulHEAT Service & Support atwww.frontrange.com/heat/heat_demos.asp.If you would like to talk to a HEAT professional today,please call 888.276.0620 or your local solutions provider.

HEAT add-ons deliver even greater value.To learn more about HEAT add-on modules, such as HEAT® AssetTracker and HEAT® Plus Knowledge, plus other services and supportfor your HEAT Service & Support product, please visitwww.frontrange.com.

Accurate customerinformation, includingthe proper call screenand applicable calltickets, is automaticallytransferred to theagent.

Convenient Web chat gives your customerson-the-spot access to your call center agents.

• A complete phone system that routes calls to departments and users throughout the organization, even across multipleoffices.

• Support for work groups, remote users and new communicationtechnologies like voice over IP (VoIP) and the Session InitiationProtocol (SIP) to inexpensively carry phone calls and otherinteractions over the Internet.

Powerful reporting enables you to evaluate yourservice center’s performance, from the big picturedown to the details.

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.

• Business process automation integration lets you placecustomer call tickets into live agent call queues based oncustom rules, improving work flow and ensuring prompthandling.

• Web chat integration improves customer service by linkingyour self-service Web site with your customer service center.By handling multiple chats concurrently, your agents can helpmore customers.

Better business through better communication.

HEAT Plus Call Center lets your office, sales and mobile users access

calls, e-mail, fax and voice mail messages anytime, in or out of the

office. No more missed appointments, no more overlooked messages

from customers and no more crossed communication with colleagues.

HEAT Plus Call Center improves your support center process—and

your bottom line—with advanced features that fit your business

functions.

• Centrally manage all message types with the HEAT Plus CallCenter unified messaging option. Even access e-mail remotelyover the telephone.

• Follow-me and forward features let customers access yoursales and field service personnel at all times, regardless of theworker’s location or number.

• User in/out board and company directory enable HEAT PlusCall Center users to monitor the location and availability ofother team members. HEAT Plus Call Center informs customersof an employee’s availability and when he or she might return.

A single queue blends live agent requests across all channels fora complete view of incoming support needs.

Enhance customer satisfaction.

HEAT Plus Call Center offers features and functionality that help

you improve customer satisfaction. Give your customers more ways

to contact you and streamline call routing to enhance the overall

customer experience.

• Fax messaging and fax server keep customer faxes from gettinglost in a pile of paper.

• Web callback and Web chat offer online visitors real-timecommunication with your organization, enhancing their Webexperience and alleviating problems.

Enhance customer satisfaction and streamline yourcall center operations.

w w w. f ro n t r a n g e . c o m

Contact us for complete system requirements.

Whether you’re a small or midsized

organization, you simply can’t afford to

throw money and technology at your

customer service center. And yet, if you’re

outgrowing your existing communications

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:A complete solution offering quicktime to value.

HEAT Plus Call Center is an affordable, out-

of-the-box interaction management solution

that replaces or enhances your costly

multisystem communications architecture.

HEAT Plus Call Center is integrated with

HEAT® Service & Support™ to provide your

customer support center with seamless access

to information and streamlined work flow

so you can increase customer satisfaction

and lower costs.

As your business grows and new technologies

emerge, you can protect your investment by

expanding HEAT Plus Call Center—without

adding more systems or paying for expensive

customization. All the while, the underlying

foundation of HEAT Plus Call Center,

Interaction Center Platform™, gives you

reliable software technology already proven

in more than a thousand organizations

worldwide.

Reduce call center costs and enhanceuser productivity.

HEAT Plus Call Center gives you everything

you need to get up and running:

• An interaction management systemand Internet chat server for handlingmultimedia e-mail, voice mail, faxand Web interactions in addition tophone calls.

• Screen pops that automatically retrievecustomer account details (includingprevious transactions) and display themon your agent’s screen. Because theinformation is available before youragents answer the phone, they becomemore productive and better able to helpyour customers.

• Unified messaging that puts e-mail, voicemail, fax messages and escalated ticketsin a universal inbox for each user. Withall communication in a single location,your employees can provide fasterservice with ease.

HEAT Plus Call Center workstation requirements:

• Microsoft® Windows® 98 SE

• Microsoft Windows Me

• Microsoft Windows NT® 4.0 Service Pack 6

• Microsoft Windows 2000

• Microsoft Windows XP Professional

• 63 MB hard drive space

• Sound card (recommended)

• 100 MB network connection

• 800 x 600 video with 2 MB memory

Server and technical requirements:

• A TCP/IP network with a domain controller

• Windows 2000 or Windows NT 4.0 PDC

Operating system

• Microsoft Windows 2000 Server, Service Pack 2, sized accordingto the number of trunks, stations and active workstation clientlicenses on the system. Server requirements begin with anIntel® Pentium® II 450 processor (or better) and 256 MB RAM.RAID is recommended.

• A minimum 12-trunk-by-24-station system capacity; Dialogic,Aculab or Cisco hardware for telephone trunking and stationsignaling; and sufficient PCI slots for telephone hardware.

• If implementing unified messaging (a “universal inbox” forincoming voice mail, fax and e-mail), an e-mail server is required.

• If implementing Web services, Microsoft® Internet InformationServices, Netscape®, Apache® or similar type of popular serveris required.

• If you add reporting options to your HEAT® Plus Call Centersystem, Microsoft® SQL Server™ 7.0 or higher is required.

Telephony services:

• I3 company line

• Support Cisco® AVVID IP

Copyright © 2002 FrontRange Solutions Inc. All Rights Reserved. GoldMine, HEAT and other FrontRange products and brands are registeredtrademarks or trademarks of FrontRange Solutions Inc. in the U.S. and/or other countries. Other products and brands are registered trademarksor trademarks of their respective owners/companies. HPCMM0001