Bendata's HEAT for Windows Version 2.0 Released

COLORADO SPRINGS, Colorado (April 20, 1995)--Bendata, Incorporated, a
leading provider of support center software solutions, has released its
HEAT for Windows, Version 2.0. Several new features, designed to expand on
the functionality and ease of use of HEAT for Windows have been included.

"HEAT for Windows, Version 2.0, builds upon our initial Windows release
offering increased automation and even greater flexibility," said Kathy
Hendrickson, HEAT product manager. "The enhancements we have incorporated
in HEAT 2.0, coupled with the variety of productivity links and
third-party integrations, make HEAT the most product for the price."

"HEAT for Windows 2.0 has definitely increased our ability to provide
support in a more efficient and timely manner," said Greg Johel, Help Desk
Specialist for WISPLAN, Computing Service for the University of Wisconsin
Cooperative Extension. "We looked at several products and were most
impressed with HEAT, particularly the Report Writer and First Level
Support."

New features include automatic call escalation, a statistics monitor,
automatic ticket generator and HEAT Alert. All four have a positive impact
upon support center efficiency.

The automatic call escalation feature allows the support center manager to
set criteria which automatically escalate the priority of a call, setting
in motion a series of actions to ensure that the call is responded to
quickly. These include assigning it to a specialist and/or sending
messages within HEAT or to a VIM- or MAPI-compliant e-mail system. Overall
support response rates improve and calls no longer "slip through the
cracks."

The statistics monitor constantly monitors the call traffic at the help
desk or support center. It then analyzes and displays the data in the form
of pie charts, graphs and/or bar charts, providing excellent, up-to-date
representation of the current call situation.

The automatic ticket generation provides the ability to automatically
create a call ticket in HEAT for Windows via a VIM- or MAPI-compliant
e-mail system. This allows customers who need support to open a call
ticket directly from their desktop computers, eliminating the need for
separate calls to the help desk.

HEAT Alert announces messages, assignments or new information to the
analyst via a pager or audio signal on the lower part of the screen. It
eliminates the need to constantly check HEAT for new information or
messages.

Other enhancements to HEAT for Windows have resulted from a series of
strategic alliances within the industry. These include the integration of
HEAT for Windows and Tally Systems' NetCensus, which allows a HEAT user to
view a workstation configuration to aid in quick resolution of problems.

Another integration, between HEAT for Windows and Funk Software's remote
control application, Proxy, allows HEAT users to launch the Proxy
application from a button or menu option and take over the caller's
workstation. It also provides the ability to dial directly into a LAN and
establish a connection to the corporate network.

HEATLink to Lotus Notes allows users to view HEAT data from within Lotus
Notes. Assignees can dial in remotely via Lotus Notes and view new calls
assigned to them Management can view statistical information quickly
without launching HEAT or running a report.

Powerful management reporting through Crystal Report Writer is another
important feature of HEAT for Windows, Version 2.0. With nearly 40
pre-defined reports provided, it possesses the tools to produce reports
quickly. Custom reports can also be created

Planned for release later this year are HEATLink with IBM 3270, HEATLink
with Telephony, HEATLink with SYMON and Customer HEATLink with IBM.

Scheduled for release in June, the HEATLink with IBM 3270 will allow
two-way communication between HEAT and the mainframe. Bi-directional file
transfer between HEAT and the mainframe and object oriented scripting for
fast, easy script writing are also featured. It is Windows HLLAPI
compliant.

HEATLink with Telephony will link the analyst's PC and telephone using
Telephony Application Programming Interface (TAPI) or Telephony Server
Application Programming Interface (TSAPI). This makes a wide range of
solutions available, including the automatic generation of screen pops
providing information on the caller. Online information to customers
waiting in the call queue will allow many customers to solve problems on
their own, reducing the calls to the help desk. It will also allow the
creation of automated reports on customer satisfaction surveys and the
attachment of voice recordings to call tickets.

HEATLink with SYMON will combine the power of HEAT with the wide range of
monitoring capabilities of SYMON by SYMON Communications. SYMON will trap
alert information from a mainframe, network or automatic call distributor
(ACD), translate it and automatically open a call ticket in HEAT. The link
will also allow HEAT users to send information to the SYMON system.

Customer HEATLink with IBM will dramatically expand support centers'
problem-solving capabilities by making the resources of IBM's End User
Support Center available at the push of a button within HEAT The service
is available 24 hours a day, seven days a week.

One of the most unique features of HEAT for Windows is its open system
architecture. Bendata has expanded upon this benefit in Version 2 0 by
offering compatibility with several databases. These include: GUPTA,
Oracle, Watcom, Sybase, SQL Server, Access and dBase. Database platforms
include: Netware, OS/2 and Windows NT, Windows and Windows 95.

Bendata's HEAT for Windows offers compelling benefits to support centers in
managing the fast-paced atmosphere of a help desk and the high volume of
complicated challenges from employees and customers. In addition to
comprehensive call logging and call tracking, it features management
reporting via Crystal Reports and Bendata's First Level Support knowledge
and information sources. HEAT for Windows is a native Windows 3.1
application and 100-percent customizable.

Bendata, Inc. is a leading international provider of software for the
support center industry In addition to world headquarters in Colorado
Springs, Colorado, Bendata maintains regional offices across the U. S. and
offshore locations. Products include HEAT for Windows, HEAT Expert,
HEATLink series and First Level Support, and the largest selection of
knowledge and information sources available. For additional information on
Bendata products and services, call 1-800-776-7889

Bendata Inc
Suite 100
1125 Kelly Johnson Blvd
Colorado Springs, CO
80920
800-776-7889,  fax 719-536-9623

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