UniPress Announces Next-Generation Version of FootPrints Hosting Service  (email this article)

Edison, NJ (November 9, 2005) – UniPress® Software (Company Profile, Past Stories, Case Studies), Inc., a leading mid-market provider of 100% web-based service desk automation software, today announced the latest version of its FootPrints® Hosting Service – version 7.0. The FootPrints Hosting Service is ideal for organizations of all sizes that require an on-demand web-based platform to centrally manage and automate customer support requests, and deliver web self-service capabilities without having to manage the IT infrastructure or use staff resources for administration. The newest version of the FootPrints Hosting Service offers organizations additional powerful resources, new integrations, expanded workflow options, and faster performance for support environments with a large number of agents.

The FootPrints Hosting Service offers all the functionality and benefits of the licensed version of FootPrints, without requiring the IT infrastructure associated with implementing and maintaining such a solution on-site. The FootPrints Hosting Service offers organizations centrally-managed multi-channel request and problem management, extensive workflow automation, customer self-service online, knowledge management, change management, two-way email management, live support, integration with telephony and sales automation solutions, along with dynamic access to proven solutions knowledge bases.

Significant new features and enhancements include the ability to define field level permissions by role and status - enabling organizations to control access to specific fields based on agent roles and issue status, generate master contact records - offering an easy way to organize contacts by company where contacts from each company can inherit properties from the master contact record, and easily add new integrations to their FootPrints implementation with a new XML/SOAP interface – providing two-way communication between FootPrints and other applications.

Additionally, the FootPrints Hosting Service offers more secure email capabilities, a new individual agent flashboard, an enhanced scheduling and availability matrix, more comprehensive escalations, additional project templates for training and resource management, and expanded reporting options.

Available at an additional cost, integrated add-on solutions that work seamlessly with the FootPrints Hosting Service allow organizations to integrate with sales automation solutions within leading CRM packages, including Salesforce.com® and Salesnet’s® hosted sales automation solution.

The FootPrints Hosting Service’s multiple-project support comes standard, with no additional costs, and allows organizations to set up and partition as many projects as desired within their service desk. This allows them to sort service and support by product, customer, department, or any other criteria they establish. For service and support outsourcing providers, this is especially valuable as they can create client-specific projects and databases, complete with custom product and service-oriented FAQs and self-service functionality.

With the FootPrints Hosting Service, organizations do not have to invest in database and web server tools, or hire a support staff or consultants to fully deploy and configure their service desk. They can be up and running with the FootPrints Hosting Service within days, and can easily and continuously customize and scale the system as their needs change.

“The latest version of our FootPrints Hosting Service product offers extremely high ROI and is a compelling value for our customers because it offers them an affordable, easy-to-customize system with a full set of comprehensive standards based service desk functionality,” explained Mark Krieger, President of UniPress Software. “Not only can they reduce support costs, improve workflow, and speed the customer-problem resolution lifecycle with this product, but with the FootPrints Hosting Service they can also remove the burden of implementing and maintaining costly IT infrastructure. Organizations that choose the FootPrints Hosting Service will put service and support control in their own hands, in an easy-to-use, flexible, and scalable environment.”

About the FootPrints Hosting Service
The FootPrints Hosting Service is a fully managed, web-based service desk solution that automates and tracks customer service operations. It provides all the features, functionality, and flexibility of UniPress’ award-winning FootPrints product and requires no back-end IT investment, use of corporate personnel, or ongoing administration. For more information about the FootPrints Hosting Service, please visit http://www.unipress.com/footprints/hosting.html or call UniPress at (800) 222-0550 or (732) 287-2100.

Pricing & Availability
Available today, a three-agent starter pack for FootPrints technology remains priced at $3,995. There is an annual FootPrints Hosting Service fee, which starts at 18 percent of the software license fee. Volume, concurrent user, site license, and annual fee pricing options are also available. UniPress provides discounts for educational institutions, non-profit organizations, and government agencies. FootPrints technology is available on the GSA schedule under contract number GS-35F-0391L. Contact UniPress for additional product and pricing information at 732-287-2100.

About UniPress Software, Inc.
Headquartered in Edison, New Jersey, UniPress Software, Inc. is a developer of web-based service desk automation software serving the mid-market, as well as large and small organizations. The company’s FootPrints® product line, launched in 1996, provides a comprehensive range of capabilities to significantly improve help desk and customer support operations, and is used worldwide by over 2,000 corporate organizations, government offices, and educational institutions, including Prudential Financial®, BHP Billiton® Petroleum, IBM®, Kampgrounds of America, Hunter Fan Company®, the IRS, and the University of Pennsylvania. UniPress’ FootPrints software is available in numerous versions, along with add-on tools and best-of-breed integrations. The company also offers a complete line of product and best practices training courses and professional services. For more information, contact UniPress Software at 1-800-222-0550, or via the web at http://www.unipress.com.

UniPress® Software and FootPrints® are Registered Trademarks of UniPress Software, Inc. All other trademarks are registered trademarks of their respective owners.