HEAT® Service & Support provides an out-of-the-box solution that enables mainstream businesses to streamline employee and customer interactions such that they are efficient, predictable, and personalized. HEAT is easy-to-use and robust software that provides the best time-to-value and scales to meet the needs of both the emerging and established service and support centers.

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. Auto Tasking - Group and perform several tasks with a single keystroke (i.e. sending e-mails, printing work orders, launching other applications).

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