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FootPrints 5.0 Offers Powerful New Web-Based Tool to Easily Deploy an Integrated Service Desk for Online Self-Service, Collaboration and Knowledge ManagementEDISON, NJ (October 3, 2001) – UniPress Software, Inc., a leading provider of help desk and issue management software, today announced a major upgrade to its flagship product, FootPrints®. FootPrints provides an affordable, easy-to-use, web-based system for organizations to deploy an integrated service desk in less than a day, with a range of facilities to automate internal and external service and support operations. New features in FootPrints 5.0 include support for Microsoft® Active Directory® and LDAP directories, extensive email integration, asset management, advanced remote control and diagnostics, software change management and version control and more.FootPrints offers a single, comprehensive tool to track and manage all types of issues and resolutions, for a range of business functions. The software maintains a comprehensive knowledge base, providing a means to deliver online self-service, knowledge management and interactive, real-time eSupport. Targeting corporate departments of all sizes as well as mid-level companies, FootPrints provides an organization-wide system to significantly improve help desk and support center efficiencies, while reducing costs and speeding problem resolution. The software can typically be up and running in one day, without high costs and complex administration. Additionally, FootPrints can be used for other issue management initiatives, including CRM projects, software development, bug tracking and IT resource tracking. “Organizations increasingly want to use the web to develop an integrated service desk that automates internal and external support operations,” said Mark Krieger, President of UniPress Software, Inc. “FootPrints 5.0 is a low-cost, streamlined system to manage a range of business initiatives, and reduce the time and cost of delivering quality support.” “Since installing FootPrints, we have seen a real difference in the effectiveness of our internal help desk,” added Dave Marshall, Systems Administrator for the Colorado Springs Manufacturing facility of Vitesse, a leading multi-national semiconductor company. “By improving the level of service we provide to our own employees, we can turn our full attention to our customers, and continue to provide them with top-quality products.” Extend Issue Management Across the Organization FootPrints 5.0 now offers a more powerful engine to provide issue management capabilities for multiple business areas. The software can be easily customized and scaled to support internal and external users, working on different platforms, in single or multi-location environments around the world. Providing centralized access to information and resources through any browser, FootPrints 5.0 builds a comprehensive, fully searchable online knowledge base to support web-based collaboration and centralize workflow for all types of business initiatives. The new version features extensive email integration and enhanced knowledge base capabilities, including the ability to search public, online knowledge bases, better manage FAQ lists and offer advanced search functionality for technicians while entering a ticket. Facilitate Customer Self-Service Online The FootPrints knowledge base also facilitates complete self-service online, enabling users, agents and field teams to submit their own tickets, track status and search for issues and solutions on their own via the web, email and wireless tools. This reduces workload while speeding issue resolution, offering immediate access to information and boosting customer satisfaction. To further improve the delivery of service and support, FootPrints 5.0 features a host of expanded tools for automated routing and task management, live eSupport, remote control and more. FootPrints Advanced Live eSupport, powered by Control-F1, is also available, featuring a full suite of diagnostic tools, advanced remote control, system management and real-time, integrated chat. Simplify Integration with LDAP and Exchange Directories FootPrints Dynamic Address Book Link provides integrated support for Microsoft Exchange/Active Directory and other LDAP address books, enabling seamless access to up-to-date contact information already maintained in these existing directories. Organizations can ensure accuracy, and eliminate the need to import, manage and update contacts in a separate address book. FootPrints 5.0 is certified by the Open Group as an application that meets the LDAP 2000 Product Standard for working with multiple directory servers. Tie Issue Management to Asset Tracking and Software Development Organizations can expand FootPrints’ existing capabilities with FootPrints Asset Management, powered by Centennial, to dynamically identify and track complete PC and other network assets, hardware, software and changes from within FootPrints. While providing support, technicians can automatically access a snapshot of a user’s PC configuration, identify where PC assets are located and view which assets are responsible for specific incidents or types of incidents. Related management reports can be run by asset, or by incident per asset. FootPrints also offers complete software change management plus integrated version control and release management capabilities. Organizations can use FootPrints to centralize the help desk, manage requests, track bugs, manage software changes and handle other project/issue management tasks in a single place. In addition, an integrated Version Control and Release Management module, powered by AllChange, provides development teams with an integrated tool to link software configuration information flow between initial problem reporting, help desk/support center activity and software development. Expand Volume Capacity In addition to its own proprietary database, FootPrints 5.0 features an advanced, open relational database architecture which supports Microsoft SQL Server and Access. This provides organizations with the capability to accommodate and scale to very high volumes of clients, projects and tickets – without compromising performance. No Microsoft SQL Server database administration is required to install and maintain FootPrints. Enable Worldwide, Multi-Lingual Collaboration FootPrints now offers the flexibility to run multiple languages simultaneously, supporting global organizations with international users. FootPrints 5.0 also includes expanded reporting options, LDAP authentication, automatic spell check, additional customization options and more. Visit www.getfootprints.com for more details. Pricing and Availability Available today, FootPrints 5.0 starts at $3995 for 3 help desk agents or other users. Other volume as well as site license and concurrent pricing is available. For a custom quote, contact UniPress at 732-287-2100. FootPrints is available on the GSA schedule under contract number GS-35F-0391L. For DOD divisions, UniPress’ CCR (Central Contractor Registration) number is 742065. Giga Information Group recently developed an IdeaByte, highlighting the new features in FootPrints 5.0. To read the IdeaByte, visit www.unipress.com/footprints/ideabyte.pdf. About UniPress Software, Inc. Headquartered in Edison, New Jersey since 1983, UniPress Software, Inc. is a developer of web-based issue management software used by departments within large enterprise organizations, as well as small- and medium-sized businesses to support various internal help desk, external support center/CRM, development/bug tracking, IT resource tracking, consulting and other project management activities. FootPrints® has received TMC’s CRM Excellence Awards in 2000 and 2001, Customer Interaction Solutions’ Product of the Year 2000 and Call Center CRM Solutions’ Editors Choice 2000 Award. FootPrints customers include 50,000 users worldwide at corporate organizations, government offices and educational institutions. UniPress is also a global distributor of PC and UNIX connectivity tools, and has served more than 20,000 customers since its inception. For more information, contact UniPress at 732-287-2100, or access the company’s web site, www.unipress.com. Editorial Contact: Kevin McLaughlin Springboard PR 732-863-1900 ext.103 kmclaughlin@springboardpr.com top of page |
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