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FrontRange Releases IPCC 5.0

July 28, 2005

We recently met with FrontRange in our offices here at TMC and were given an excellent preview of some of the products that can be expected out of FrontRange in the near future. We heard about version 5.0 of the company's IP Contact Center (IPCC) product, which was formally announced today.

Version 5.0 was created with improved integration into existing business applications in mind, and offers optional access to FrontRange's quality management (call recording) module. Version 5.0 was designed for very fast implementation/installation, and for easy interoperability with FrontRange's other popular solutions, desktop integration between ITSM, GoldMine and HEAT

The full release is below.


FrontRange Solutions Delivers Enhanced IP Contact Center Solution

FrontRange Solutions USA Inc., a global leader in service management, CRM, and voice application solutions for the growing and distributed enterprise markets, announced the availability of IP Contact Center 5.0 (IPCC) to the Communication Management solution family.† The new version of FrontRange's Voice Over Internet Protocol-based (VoIP) software suite features Quality Management and integration with other FrontRange product families, including the company's award-winning HEAT®, GoldMine® Corporate Edition, and the new IT Service Management (ITSM) modules.

As contact center managers continue to scrutinize and manage costs meticulously, IPCC's integration to industry leading business applications reduces implementation as well as ongoing costs. FrontRange IPCC 5.0 enables users to train staff more effectively with features like the optional module Quality Management with which a supervisor can record calls with† server based recording and call rating.

"FrontRange IPCC 5.0 is a major step forward in supporting the convergence of voice and service applications and enabling businesses of all sizes to easily and quickly gain the benefits of an integrated contact center solution," said Kevin J. Smith, FrontRange Vice President of Products.† "Our rapid deployment and reduced implementation costs are key benefits. Customers want a solution that is easy to use without sacrificing power and flexibility."

IPCC 5.0 enables users to increase customer satisfaction while lowering costs by providing seamless access to information from FrontRange applications. Upgrades begin at the IPCC 5.0 Dashboard with its desktop integration between ITSM, GoldMine and HEAT. Additional highlights include:

-Quality Management: The new Quality Management module allows the assurance consistent service quality by means of monitoring and recording of live calls. Monitoring provides supervisors options of one-way listening, coaching agent without customer hearing it or conference participation. Recording can be activated by schedule, call scenario or upon supervisor request. Recordings can be rated to provide information for agent performance reviews and agent training.

-Business Application integration:† Because IPCC is a native FrontRange Solutions application and an integral part of the FrontRange solutions mix of products, serviced and supported by the same company, the requirement for complex middleware applications, and highly complex and costly Professional Services is reduced or not required.

-Languages: New localizations include Russian and German
-Reporting: Interaction reporting, Application reporting†
-Agent Productivity: Desktop Fax, Agent to Agent Messaging and Desktop buffered recording

With IPCC 5.0 and its complementary products, Smith believes FrontRange is poised to take advantage of major market trends.† As evidence, he referred to recent comments by Forrester Vice President and Research Director John Ragsdale.

"While the technical landscape for service management, both IT service desks and external customer call centers, continues to become more complex, the majority of clients [are taking] a back-to-basics approach to doing things more simply: buying software that meets but does not exceed requirements, fostering internal collaboration for problem solving instead of complex knowledge capture and training initiatives," Ragsdale wrote in a May 2005 research report entitled Simplicity Theme Appeals To Service Management.† "Catalysts for this trend range from enhanced compliance and governance to learning from earlier, failed projects, and the outcome is good news for the business: more focused, clearly defined, and better executed initiatives to meet and exceed customer expectations."

About FrontRange Solutions
FrontRange Solutions develops award-winning software and solutions used by more than 130,000 companies and over 1.2 million users worldwide to manage a wide variety of business relationships and provide exceptional service. FrontRange product families, designed specifically for small-to-medium-enterprise (SME) and distributed enterprise organizations include: GoldMine® for business relationship management, team-based contact management and sales force automation solutions; IT Service Management (ITSM) with HEAT® and ITIL standards-based modules for complete service management; Communication Management including IP Contact Center (IPCC) for reduced telephony costs and increased agent productivity, streamlined customer service and communications; and Infrastructure Management, which provides the ability to optimize the full lifecycle of a company's assets. Customers representing 44 percent of the Fortune 100 and 76 percent of the FTSE 100, include Coca-Cola, Shell Oil, Prudential Securities, …lectricité de France, Mack Trucks, Campbell Soup, Avaya, Bechtel Corp, Bank of America, and Turner News Network. For more information, call (800) 776-7889 or visit

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