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UniPress Software, Inc. Launches FootPrints v.4.5New Version Offers Enhanced Features for Instant Online Support, Two-Way Communication with Wireless PDAs and MoreEDISON, NJ (November 27, 2000) – UniPress Software, Inc., a leading provider of issue tracking and help desk software, today announced the general availability of FootPrints® v.4.5, the latest release of the company’s award-winning, 100% web-based issue management solution. FootPrints 4.5 makes it even easier for users to expand their help desks into online support centers and improve project workflow for a broad range of CRM, development, consulting and sales activities.FootPrints 4.5 has a number of enhanced features for organizations to offer faster, easier customer support online, including a live chat facility and remote control support. The system now also offers fully integrated, two-way communication with wireless PDA devices, extending the reach of the FootPrints solution beyond the desktop browser to the wireless web. FootPrints 4.5 also includes expanded escalation features, the ability to sort FAQs by popularity and additional customization, email and reporting options. Instant, Real-Time Interaction FootPrints 4.5 includes a host of new features to enable instant, interactive issue resolution. FootPrints Instant Talk™ offers a comprehensive live chat facility for FootPrints users to exchange messages and troubleshoot problems with help desk technicians live online in real-time. With the FootPrints Instant Talk feature, users can send each other pop-up messages to instantly discuss open projects and issues. Message alerts appear on the recipient’s screen as soon as they are sent, enabling technicians to immediately address urgent problems or questions. FootPrints 4.5 also supports a comprehensive remote control functionality, enabling help desk agents and technicians to remotely connect to a customer’s machine running on any PC or UNIX platform, and directly access the system and all applications to detect and resolve problems. Through FootPrints Remote Control, agents can view the user screen, send keystroke information, change system settings, manage print jobs and more, offering “in person” support online from any location. FootPrints’ Remote Control function uses industry standard Virtual Network Computing (VNC®) technology. Easy Access to Critical Information With FootPrints 4.5, users can easily search and retrieve the data they need – wherever and whenever they need it. To speed searches for solutions in FootPrints’ online knowledge base, users can now retrieve and sort FAQs by popularity. In addition, FootPrints incoming email can be configured to support new email queries, enabling users to submit requests, update existing entries and conduct queries to the system via email. Queries can also be made to the database via email. To better support users working remotely and in the field, FootPrints 4.5 functionality can now also be accessed through the wireless web via an email-enabled PDA. FootPrints offers a customizable email format designed to fit the content of email messages within the size of a user’s PDA screen (such as the Palmä VII). FootPrints technicians and users can submit and track issue tickets, be informed of new assignments, receive escalation alerts and update status in real-time from any location, using their handheld devices. No set-up or configuration is required. Automatic Tracking and Escalation FootPrints 4.5 offers advanced options for instant escalation, enabling users to define multiple criteria for different issues, tickets and projects. When the FootPrints Instant Escalation feature is activated, all entries are automatically scanned against a list of pre-defined criteria and acted on accordingly. The appropriate users/technicians are notified immediately via paging or email. A “tickler” can be set-up per ticket to dispatch automatic reminders. FootPrints’ escalation features can also be accessed to support service level agreements, using multi-level escalation in combination with an address book field. Easy Customization As with previous versions, FootPrints 4.5 can be easily tailored to support individual and organizational needs using simple menus, web forms and pull-down lists. A new parameter editor further expands FootPrints’ extensive customization options, enabling users to update colors, home page fields and address book settings with a single click. Project administrators can tailor splash screen messages to be displayed on designated users’ FootPrints home page, instantly communicating status updates and other important messages. Users also have the flexibility to route FootPrints emails to the address of their choice, including standard, pager or wireless. Additional Enhancements FootPrints’ entire front-end interface has been significantly upgraded, offering expanded flexibility for user groups to search, read and submit issues and tasks via the FootPrints home page – including the ability to retrieve and list frequently asked questions sorted by popularity. The system also offers increased support for multiple email queries, advanced address book features, improved data loading and enhanced reporting capabilities. Users can generate a series of pre-defined reports, develop statistical data reports or run automatic batch file reports at regularly scheduled intervals. A customized report generator allows users to build a broad range of individualized report templates. Pricing and Availability FootPrints 4.5 is available today. The FootPrints Starter Pack, which includes 3 Individual User Licenses (for complete read/write access to all FootPrints data), is priced at $2995. Additional Individual User Licenses start at $795 per user. An Unlimited Group User License (for read/submit access only) is available for $995. Contact UniPress for more information. About UniPress Software, Inc. Headquartered in Edison, New Jersey since 1983, UniPress Software, Inc. is a developer of web-based issue tracking software used by departments within large enterprise organizations, as well as small- and medium-sized businesses to support various help desk and project management activities. The company’s flagship product, FootPrintsâ, recently received a Customer Relationship Management (CRM) Excellence 2000 Award from the Technology Marketing Corporation (TMC) and was also awarded Call Center CRM Solutions’ Editors Choice 2000. Current customers include Fortune 1000 companies, educational organizations and government agencies. In addition to its Internet software business, UniPress is 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, http://www.unipress.com Editorial Contact: Kevin McLaughlin Springboard Communications 732-863-1900 ext.103 kmclaughlin@s-board.com top of page |
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