Bendata has announced a new release of HEAT, the company's call-management software.
HEAT 4.1 incorporates new knowledge-management tools, certified Windows 98 compatibility, Oracle 8 certification and refinements to the application's 32-bit architecture.
New features include a user-definable, dockable toolbar making HEAT easier for new users to learn and allowing administrators to give each user only the buttons required for their job.
With the look and feel of Office 97, the toolbar can be customised to launch any combination of functions.
Shortcut buttons can be added that automatically generate reports, initiate actions and Email tickets to clients, for instance. A new AutoTask feature provides single click execution of one or more actions from the HEAT toolbar.
According to the company, field-level security has been improved to include multiple work groups to log calls for the same customer, viewing only those fields that relate to their respective business functions.
Administrators can design unique screens for different groups, providing field-level security that blocks specified user access to sensitive data.
Call Groups, a feature that allows the grouping of call records according to user-specified criteria now may be defined as global or personal; or they may be restricted to users with a specific security level.
HEAT 4.1 now integrates with iKnow knowledge-management software and the iKnowBuilder knowledge-creation tool.
The Knowlix products allow technicians to perform natural-language searches simultaneously across multiple knowledge bases, and to receive relevancy-ranked results.
They also enable users to build new knowledge content in real-time as part of the workflow and to distribute knowledge bases over the Internet, intranet, CD-ROM or LAN.
Knowlix products are now offered as an optional add-on feature to the HEAT application.
HEAT 4.1 ships this month and is a free upgrade for existing users on support contracts.
Five-user systems typically cost #12,995 while 10-user systems are #17,970.
Bendata 01793 428200.
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