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FrontRange Solutions Expands Market Leadership With New IP Contact Centre Product Colorado Springs, CO (30th April, 2004) FrontRange Solutions, a global leader in the Small-to-Mid Enterprise (SME) and distributed enterprise markets, introduced today its new suite of integrated Contact Centre applications that provide robust contact centre functionality at a fraction of the cost of traditional legacy solutions.Michael McCloskey, FrontRange Solutions CEO, sees the new solutions as a natural progression for the company and says the move comes with a deep understanding of market needs. “FrontRange’s entrance into the contact centre market is a natural progression of our product strategy as a large number of our customer’s applications are in this market. Our new offering provides robust voice (PBX/ACD), screen pop, data integration, IVR, unified messaging, and reporting capabilities to provide a solution uniquely designed for the small to mid-sized contact centre.” A key component of FrontRange Contact Centre Management product suite, IP Contact Centre enables companies to increase customer loyalty. In addition, the product seamlessly integrates with HEAT® so agents have complete access to data that reduces discovery time with customers. Future modules will include analytics, contact optimisation, speech recognition and full multi-media capability. HEAT® Service & Support™, used by over 7,500 companies in over 70 industries, continues to anchor the FrontRange IT Service Management family of solutions and is extensible via ITIL compliant modules to enable best-practices in service delivery and management. Modules include Incident, Problem, Change, Release, Availability, Knowledge and Service Level Management. According to Gartner/Dataquest, contact centre solutions for the SME (21-75 agents) are the fastest growing market segment. -ends – Notes to Editors About FrontRange Solutions FrontRange Solutions develops award-winning software and solutions that have been used by more than 130,000 companies and 1.2 million users worldwide to manage a wide variety of business relationships and provide exceptional service. FrontRange product families include GoldMine®, for business relationship management, team-based contact management and sales forces automation solutions; and HEAT®, for complete service management including Help Desk, Knowledge Management, Asset Management and Service Level Management. FrontRange products are designed specifically for small- to mid-sized enterprises and distributed enterprise organizations. Customers represent 44% of the Fortune 100 and 76% of the FTSE 100, and are from diverse industries represented by Coca-Cola, Shell Oil, Prudential Securities, Électricité de France, Mack Trucks, and Turner News Network. For more information, visit www.frontrange.co.uk More from: Emma Lattimer FrontRange Solutions +44 (0) 870 401 7317 [email protected] Sarah Brambley/Laura Slade The Whiteoaks Consultancy +44 (0) 1252 727313 [email protected] |