Key Features

• HEAT Quick Start Wizard™ - Tailors the system to your business environment quickly and easily.
• Call Logging - Provides all the tools necessary to log and track 100% of your calls and resolve them more quickly than ever before.
• Business Process Automation Module™ (BPAM) - Allows you to create automation and escalation rules easily and intuitively. Automates many business processes and monitors the system for problem issues using a wizard-like interface.
• Auto Ticket Generator - Automatically creates new call tickets and updates existing call tickets via a variety of sources, including MAPI (i.e. Outlook, GroupWise, etc.), VIM (i.e. Lotus Notes) and POP3. Additionally, Auto Ticket Generator can automatically respond to requests for call ticket information and status.
• HEAT Answer Wizard™ - Provides easy selection from more than 200 predefined reports, which provide answers to key business questions.
• HEAT Manager’s Console™ - Monitors key metrics and graphically illustrates service and support center status at-a-glance.
• iHEAT™ - Provides technicians remote access to HEATor HEAT PowerDesk over either network connections or dial-up access with no additional plug-ins required. Enables 24/7 remote access to core HEAT functionality, allowing technicians greater mobility and productivity.