FrontRange to Debut GoldMineTM Customer Service

FrontRange Solutions, a leader in business software solutions, today announced that it will debut its new GoldMineTM Customer Service Edition, designed to help organizations improve customer satisfaction by supporting multiple touch points and providing key performance metrics, at the upcoming SpeechTEK 2009 in New York, August 24-26.

Building on the success and reputation of the GoldMine product range, the new edition targets mid-market organizations (25 – 500 users) looking to simplify their complex relationship management processes, which track every interaction between the organization and its customer base. Key to the new release is an upgraded case management system, allowing businesses to organize their relationship management with multi-dimensional contacts, while also automating routine and repetitive tasks to increase efficiency. IT support staff can prioritize queries and identify trends more quickly, while greater visibility and additional voice functionality enables companies to offer continual coverage without the need to take on additional staff.

The new skills-based routing system included in GoldMine Customer Service Edition ensures that calls are automatically transferred to the most appropriate technician, by identifying trends concerning the caller and matching the customer to the expert instantly. By decreasing the waiting time for callers, the new tool aids customer retention, as customer issues are worked through to resolution in the minimum time, while widespread problems are exposed and dealt with proactively. visit FrontRange's GoldMine portal for complete solution details