- 27 August 2003 15:59
New version FootPrints 100% web based helpdesk available in Australia/New Zealand
August 20 2003
New FootPrints 6.0 Delivers More Powerful Web-Based Service Desk with Advanced Features to Optimise Internal and External Support Operations Extensive New Capabilities Take FootPrints 6.0 to a New Level, Enabling Help Desks and Support Centres to Achieve Efficiencies and Deliver World-Class Service
FootPrints 6.0 provides a broad range of enhancements and features, delivering an even more powerful, web-based service desk to help organizations significantly improve the speed, quality, and capacity of internal and external support operations. This version includes advanced workflow capabilities, new graphical reporting, expanded knowledge management, support for Microsoft .NET Web Services, an integrated calendar and scheduler, expanded escalation functions, and enhanced e-support that integrates real-time, web-based remote control and chat tools.
“This new FootPrints version gives service desk managers and personnel more powerful tools to control their operations, streamline workflow, manage costs, and speed customer problem resolution,” explained Mark Krieger, President of UniPress. “We added a broad range of functionality without compromising FootPrints’ signature ease-of-use, fast implementation without programming or consulting, and affordable price. This new version allows organizations to automate more of their support processes and achieve greater efficiencies across their businesses.”
Since its launch in 1996, FootPrints continues to evolve as a flexible, web-based service desk solution with a low total cost of ownership, and today is widely used by more than 1,500 organizations worldwide. The software was recently positioned in Gartner, Inc.’s 2003 IT Service Desk Magic Quadrant research note as a solid service desk solution that offers a broad range of functionality at an attractive price.
Advanced Workflow Management
Delivering more powerful workflow management capabilities, FootPrints 6.0 enables service desk personnel to support more complex, real-world workflow issues – saving time and reducing repetitive tasks. This new version includes the ability to create parent-child relationships between issues and assign tasks to the appropriate team members. In addition, global issues can be created for catastrophic or common issues that affect many users, such as system outages.
New Graphical Reporting & Metrics
FootPrints 6.0 now offers a broad range of built-in and custom graphical reports, including bar graphs and pie charts, as well as two-level metrics. The new Administrator Flashboard gives service desk managers an up-to-the-minute graphical display of help desk and project activity. The custom reports are easily built without any programming.
Expanded Knowledge Management
Now, knowledge bases can be separated into public and internal databases, allowing customers access to simpler solutions using a self-service online database, and providing agents with access to more complex solutions. For better data control, service desk managers can now implement and enforce an approval process for knowledge base submissions.
Web-based Calendar & Scheduler
Providing tools for service desk personnel, the new web-based calendar system in FootPrints enables agents and administrators to track and manage personal and project-wide appointments. Also, organizations can integrate their service desk jobs and appointments into their Microsoft Outlook or other personal calendars.
Support for Microsoft .NET Web Services
FootPrints 6.0 can be easily integrated with other third-party applications and systems using an included Microsoft .NET Web Services XML/SOAP interface.
New Web-based eSupport Tools
FootPrints now offers enhanced eSupport capabilities with new, web-based remote control and chat tools.
GENERAL DESCRIPTION: UniPress Software’s FootPrints® is the easy-to-use 100%, web-based service desk software quickly helps organizations without high costs, programming, or complex administration. Both FootPrints and FootPrints for Exchange quickly help organizations reduce support costs, speed customer problem resolution, and improve workflow.
Centrally manage all requests, automate support tasks, provide online self-help, make searchable knowledge available, manage two-way email, automate IT asset management, automate source code configuration management, deliver live collaboration and voice over IP, and keep a pulse on agent productivity and SLA compliance. You’ll also have direct access to contact records in your Microsoft® Active DirectoryTM, Lotus Notes®, or other LDAP-based address books. Tools deploy in days without programming or database administration.
Microsoft Windows 2003/2000/NT, Linux, and Unix are supported, along with Microsoft SQL Server, Oracle, MySQL, Access, Postgres, and a built-in database from Unipress
30 DAY EVALUATION DOWNLOAD: Download FootPrints for a live evaluation from www.unipress.com. No external programming or configuration required. Be up and running within a day. Run FootPrints on your web server or a hosted server.
WALKTHROUGH: Take a one-on-one guided phone and web-based walkthrough. Book a time with the FootPrints team by calling 61 +3 9540 0188
BACKGROUND UNIPRESS: 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 organizations, and small businesses. FootPrints customers include Prudential Financial, BHP Petroleum, IBM, Kampgrounds of America, Skechers, Charles Schwab, the IRS, and the University of Pennsylvania.
BACKGROUND UNISOFT: FootPrints is relatively new to the Australian market even though it is well known throughout the world. Unisoft gained distributorship of FootPrints in Australia and New Zealand around 2 years ago and has been steadily increasing a loyal customer base.
TMC CRM Excellence Award 2003 TMC CRM Excellence Award 2002 TMC CRM Excellence Award 2001 TMC CRM Excellence Award 2000
Call Center CRM Solutions Magazine Editors Choice Award for 2000
Customer Interaction Solutions Magazine Editors Choice Award for 2002 Customer Interaction Solutions Magazine Editors Choice Award for 2000
ON REQUEST § TECHNICAL SPECIFICATIONS § FEATURES & BENEFITS § CASE STUDIES § WHITE PAPER § ANALYSTS REPORTS [ Gartner , Aberdeen Group, Giga Information Group ] § CUSTOMER LISTS & REFERENCES: For information on FootPrints Australian and Global customer base, or for references from FootPrints customer base please contact Max Quenette or Annie Harper at Unisoft. 61 +3 9540 0188.