New Version of FootPrints Live eSupport  (email this article)

Edison, NJ (November 17, 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 the latest version of its FootPrints Live eSupport® solution. An add-on module to its flagship FootPrints® service desk solution, the new FootPrints Live eSupport combines an intuitive, web-based interface with VoIP, white board, and file transfer capabilities with the existing screen-sharing and chat features, making it even easier for agents to troubleshoot and resolve support issues. As a hosted solution, organizations can quickly deploy this interactive, on-demand capability within their existing FootPrints service desk without requiring any IT infrastructure.

Powerful Collaboration
FootPrints Live eSupport includes new collaboration features that allow organizations to deliver seamless and efficient one-to-one and one-to-many support. The new VoIP features allow agents and customers to talk via the Internet using voice- and sound-enabled computers, and enables organizations to reduce their telecommunications and call center costs. The new version of FootPrints Live eSupport includes enhanced file sharing and white board capabilities to further enhance collaboration sessions. With these features, agents can automatically download software patches and other files to a computer in real-time. Additionally, agents and customers can utilize the white board to conduct virtual meetings and online demonstrations.

One-to-One Online Support
In addition to enhanced collaboration offerings, the new version of FootPrints Live eSupport provides powerful one-to-one support solutions to address on-demand customer service over the Internet. Customers can visit a web site and request live help from within a FootPrints self-service session, and instantly start a text chat with an available support agent. Through remote control functionality, agents are able to access the respective desktop – once permission is granted – and within seconds, troubleshoot and resolve problems.

Available in a hosted format and requiring no internal IT infrastructure, FootPrints Live eSupport is an attractive option for small and mid-market organizations that need to provide online customer service and support, but do not have the staff levels or IT resources required to manage and administer such a solution internally.

“The FootPrints Live eSupport solution provides many new capabilities to help service and support personnel easily communicate with customers and users via the Internet, and pinpoint and resolve problems faster, ultimately saving time and improving service levels,” said Mark Krieger, President of UniPress Software. “This new version offers many comprehensive one-to-one and one-to-many collaboration features that will help organizations expand the capabilities, efficiency, and effectiveness of their service and support operations.”

Pricing & Availability
Available today, pricing for the FootPrints web-based service desk begins at $3,995 for an initial three-agent starter pack. FootPrints Live eSupport is an add-on module and is available starting at an annual fee of $2,500 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.