First-contact resolution tracking?

We’ve gotten a grant to purchase some software to track “first contact
resolutions” for our helpdesk.

In looking at potential software, we’re finding mostly all-in-one
solutions that come packaged with a work order tracker and everything.

(1) Is anyone aware of tracking software for this purpose that
integrates with RT, either home-grown or commercially-available.

(2) Jesse, does this sound like something that BP would be interested in
taking on? What kind of rate structure would we be looking at if we
commissioned this?

Mark Roedel
Web Programmer / Analyst
LeTourneau University
Longview, Texas USA