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UniPress Software and RightAnswers Partner to Deliver Expanded Online Technical Knowledge Base Resources to Speed Help Desk and Support OperationsKnowledge-Paks Extend the Built-In Agent and End-User Knowledge Management Capabilities of FootPrints’ Web-Based Service Desk to Save Time and Reduce Support CostsEDISON, NJ and OAKMONT, PA (December 6, 2002) – UniPress Software, Inc., a leading provider of web-based help desk and customer problem management software, and RightAnswers, LLC, the global leader in technical support knowledge bases, today announced a strategic partnership to integrate RightAnswers’ Knowledge- Paks® with UniPress’ FootPrints® product line of web-based help desk software. The Knowledge-Pak brand offers the world’s largest IT support knowledge base. The integration gives FootPrints customers direct access to hundreds of thousands of technical solutions for more than 150 off-the-shelf software applications, making it even easier for companies to deliver fast, effective support while reducing support costs.FootPrints and FootPrints for Exchange offer fully web-based help desk software to automate both internal and external support operations via the Internet, and deliver self- service online. In addition to centralized problem tracking and management, task automation, and email integration, the FootPrints products offer a range of comprehensive knowledge management capabilities for both agents and end-users. Organizations can create a fully customizable, self-built knowledge base to store and manage the issues, information, and solutions that are unique to their support environment, and make them centrally available via a browser. The FootPrints products also feature links to a range of external and publicly available online knowledge bases, including those from Microsoft, Adobe, HP, and Google Groups. By adding support for RightAnswers’ Knowledge-Paks, FootPrints and FootPrints for Exchange now offer access to a full range of technical support solutions that can be accessed by support agents and end- users to resolve issues even faster. Knowledge-Paks is the most widely used brand of technical support knowledge bases, with hundreds of thousands of solutions for virtually every popular business application. Using the FootPrints products with Knowledge-Paks, support technicians can access all the solutions they need to more quickly, easily, and effectively support their colleagues and customers. Additionally, through FootPrints’ online self-service capabilities, customers and other end-users gain fast access to the answers they need to resolve problems on their own. This reduces call volume, ensures accuracy, and maximizes internal resources – so organizations can improve the quality and speed of support, reduce costs, and increase satisfaction with the help desk. “The knowledge base is a key element of the FootPrints products’ promise to provide organizations with self-service via automated, online access to the tools and information that will cut critical time, minimize redundancy, and lower the costs that typically hinder the resolution process,” explained Mark Krieger, President of UniPress. “RightAnswers’ Knowledge-Paks strengthen this value proposition, enabling users to expand the FootPrints knowledge base by offering a valuable resource for all types of technical solutions that can be immediately accessed by technicians, customers, and end-users alike.” “We're excited about partnering with UniPress. The company has an extremely loyal customer base that is always upgrading and expanding their usage of FootPrints,” said Jeff Weinstein, President and CEO of RightAnswers. “We know from experience that FootPrints customers who knowledge-enable their support operation with Knowledge-Paks will be delighted with the immediate and visible gains in productivity.” About RightAnswers, LLC RightAnswers, LLC (www.rightanswers.com) is the recognized leader in the technical support knowledge base market. The company pioneered the concept of the Knowledge-Enabled support center by introducing the first commercially available knowledge base in 1991. Since then, the RightAnswers Knowledge-Pak® brand has set the standard for professional knowledge bases, with hundreds of thousands of solutions to over 150 off-the-shelf software applications. Through its proven Knowledge Cycle, RightAnswers has the unique ability to author the industry’s most relevant content. The Knowledge Cycle aggregates real-time information from thousands of support centers around the globe, so RightAnswers can deliver solutions precisely matched to the actual questions being asked. Knowledge-Paks integrate with virtually every support and knowledge management product on the market. This ensures customers’ seamless and instant access to the solutions they need from within their existing support infrastructure. No other organization delivers more accurate, current, and relevant content to as many support professionals as RightAnswers. The company’s mission remains to reduce organizational support costs while radically improving end-user satisfaction. About UniPress Software, Inc. Headquartered in Edison, New Jersey, UniPress Software, Inc. is a developer of web-based help desk and customer problem management software. The company’s FootPrints® product line includes FootPrints and FootPrints for Exchange, along with integrated IT asset discovery and tracking, support for Microsoft® SMS Asset Management, direct access to contact records in LDAP-based corporate directories, email encryption, change & configuration management, and live eSupport add-on modules. The products have over 150,000 active users at corporate organizations, government offices, and educational institutions worldwide. UniPress has been developing and marketing software for 19 years, serving more than 22,000 customers since its inception in 1983. 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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