Newest Version of UniPress Software’s FootPrints Web-Based Service Desk Offers New Integrations and Expanded Functionality for Help Desk and Customer Support Automation (email this article)

Edison, NJ (November 15, 2004) – UniPress Software (Company Profile, Past Stories, Case Studies), Inc., a leading provider of web-based service desk automation software targeting the mid-market, today unveiled an enhanced version of its FootPrints® product line designed to help organizations automate their help desk and customer support operations and other business-critical processes. Helping organizations streamline support operations, reduce costs, and facilitate best practices, the new version, FootPrints 6.6, offers greater speed and performance to accommodate larger ticket volumes, more database support, significantly expanded SQL database integration, and best practice support with built-in ITIL service management templates. Additionally, this version offers new integrations for affordable, real-time network security and monitoring, dynamic integration with web-based, on-demand CRM sales automation tools, along with an upgraded version of live esupport with expanded capabilities.

The FootPrints product line offers a 100% web-based platform to centrally manage all types of service and support requests received from multiple channels, including phone, email, instant message, chat and the web. The fully customizable line of FootPrints products enables organizations to streamline service and support operations and workflow, automate business processes, and improve the overall customer-support experience.

“To further help organizations of all sizes execute their help desk and customer support activities and further streamline workflow and other business-critical processes, the new FootPrints 6.6 includes an array of integration options,” said Mark Krieger, President of UniPress Software. “These new capabilities empower the service desk to leverage data from other SQL-based applications, improve network security, and deliver better service to internal and external customers.”

Network Security and Monitoring Integration
Addressing the needs of the service desk, the new FootPrints NetSecure offers a fully integrated add-on module that helps organizations combine service desk automation with network security and monitoring to protect critical systems by generating alerts and communicating with FootPrints on a two-way basis when a potential threat or intrusion occurs. This functionality allows agents to proactively track and manage security issues related to network infrastructure, such as firewalls, routers, switches, servers, and intrusion detection systems. It also provides an audit trail to manage and track compliance-related issues. Powered by NetMon2’s NetMonSecure technology, the new FootPrints NetSecure delivers real-time security event management combined with the ability to correlate network events, enabling the system to quickly administer dynamic triage by identifying and acting upon events that pose an immediate threat to IT operations.

Significantly Enhanced Dynamic SQL Database Link
The enhanced FootPrints Dynamic SQL Database Link enables organizations to integrate FootPrints products with other third-party applications and Microsoft® SQL Server, Oracle®, and Access® databases. The FootPrints Dynamic SQL Database Link now provides the capability of table views to link and configure a combined view of data from multiple tables located within third-party databases or applications, and then insert this information, dynamically, into FootPrints tickets. It also now provides more browsing capabilities, including support for partial matches and browsing for matches.

Enhanced Live eSupport
To further automate customer service operations, FootPrints Live eSupport, a FootPrints add-on module, is now provided on a hosted basis, which eliminates the need for any customer infrastructure. New features include an intuitive, web-based interface,, such as VoIP, a white board, and file transfer capabilities, as well as previously available screen-sharing and chat features. These enhancements offer organizations the key ingredients needed to deliver on-demand, online, and comprehensive live problem solving support.

Sales Force Automation Integration
FootPrints 6.6 is now integrated with Salesnet’s hosted sales-focused CRM solution. This integration helps organizations tie their web-based customer support tracking and automation with web-based CRM sales tracking processes to give sales and customer support teams direct access to the latest customer support interactions at any time.

Support for Oracle® Running on Windows®
FootPrints 6.6 offers broader database support and performance, and now supports Oracle Databases running on Windows. FootPrints already offers full support for Oracle databases running within Linux® and UNiX® environments. ITIL Service Management Template A new ITIL service management template available in FootPrints 6.6 helps organizations quickly and seamlessly establish ITIL-based projects that automate and enforce service and support business processes based on industry-proven best practices.

FootPrints 6.6 technology is now available in the entire line of 100% web-based service desk tracking and automation software, including FootPrints, FootPrints for eService, the FootPrints Hosting Service, and FootPrints for Exchange. The FootPrints product line also includes many integrated add-on modules that automate additional business processes through the service desk, including dynamic LDAP-based address book and SQL database integration, automated IT asset management, software distribution, telephony integration, web-based live esupport, and access to professionally written support-focused knowledge bases.

Pricing & Availability
Available today, a three-agent Starter Pack for FootPrints 6.6 begins at $3,995. Volume, concurrent user, and site license pricing options are also available. The FootPrints Hosting Service is available at no additional software cost, and requires a modest annual hosting fee. FootPrints NetSecure is available as an add-on module, with pricing starting at $3,995 for three supported devices. FootPrints Live eSupport is available starting at an annual fee of $2500 for up to 8 agents. UniPress provides discounts for educational institutions, non-profit organizations, and government agencies. FootPrints products are also available on the GSA schedule under contract number GS-35F-0391L. Contact UniPress for additional product and pricing information at 732-287-2100 or info@unipress.com.

About UniPress Software, Inc.
Headquartered in Edison, New Jersey, UniPress Software, Inc. is a developer of web-based service desk automation software targeting mid-market companies, departments within large enterprise organizations, and small businesses. 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 widely used by nearly 2,000 corporate organizations, government offices, and educational institutions worldwide, including Prudential Financial, BHP Petroleum, IBM, Kampgrounds of America, Schwab Soundview Capital Markets, Hunter Fan Company, the IRS, and the University of Pennsylvania. For more information, contact UniPress at 732-287-2100, or via the web at www.unipress.com.