Industry Support

Finance

Financial institutions are distinguished by their customer service. FrontRange Voice enables you to provide superior customer service by knowing your customers when they call. Built in integration with GoldMine allows your bankers and brokers to have a screen pop of the customer, and their accounts in real time so that you can provide more personalized customer service. You will be able to see what transactions they have requested, and what their account status is to ensure the highest possible first call resolutions.

You can extend your service hours, without extending your staff. FrontRange Voice allows you to perform customer self service transactions for things like password reset, change of address, and other common requests without the need for an agent to be present. This allows you to provide service 24x7. Even if the customer request is unique, and will eventually require an agent to perform the service, you can allow the caller to automatically generate a service ticket, so the agent can handle it as part of their normal activities.

Education

Higher learning institutions have a heavy load during certain periods of the year, such as during student registration. FrontRange Voice makes it easier to manage these loads by allowing very easy moves adds and changes to scale up the registration center. During the inevtiable hold time that arises during these peaks, FrontRange Voice can automatically notify the students of the current hold time, which is proven to increase patience and satisfaction of the caller, so they stay with you to get the service they need.

Healthcare

Healthcare institutions need to be available 24x7. Even in the event of an emergency, it is important that people can get their calls through. Because FrontRange Voice is based on voice over IP, in the event of a local emergency such as a storm or tornado, agents can still log in remotely and take calls, using their PC and the FrontRange Agent Dashboard.

If the emergency is more widespread, the system can automatically escalate the calls to larger groups of agents, and even automate logging of the calls, and generating serivce requests.

The system has built in caller ID and call recording capabilities, ensuring all critical data is captured, even if the connenction is lost.

You can automate many of your tasks using outbound dialing. It can be set up to provide appointment reminders, notifications in case of natural disasters, etc.

Manufacturing

If you build it, they will have questions. It doesn't matter what you build, from iPods to enterprise software, customers want to use your products to their fullest potential. FrontRange Voice helps you manage this load with skills based routing, integration with ITSM and HEAT to track service tickets, and unified queuing so that you can manage requests from multiple sources including email and phone.

If you want to automate transactions, FrontRange Voice can help. With text to speech and external data dips, you can provide RMA status updates directly through the IVR. Have a recall? Frontrange Voice's outbound dialing capabilities will enable you to place an automated call to all your registered users and let them know how to handle the situation.