UniPress Software's FootPrints for eService Solution Continues to Help Organizations Manage Rising Level of Web Self-Service Interactions

Business Wire, March 7, 2006

EDISON, N.J. -- FootPrints for eService Helps Customers Manage Multi-Channel Support Requests, Improve Online Customer Support, Streamline Agent Workflow, and Reduce Incident Costs

UniPress(R) Software, Inc., a leading mid-market provider of 100% web-based service desk automation software, today announced that demand for FootPrints(R) for eService is consistently growing at a strong rate as organizations continue to seek easy-to-use and customizable web-based customer support automation solutions that address increasing volumes of self-service interactions. FootPrints for eService helps customer support organizations track and manage all customer issues coming in via multiple communication channels (including the web, email, phone, live chat, and wireless devices) throughout the problem management life cycle, while delivering self-service online 24/7.

FootPrints for eService is a comprehensive 100% web-based solution that offers flexible and scalable technology that's easy-to-use, manage, and customize without any programming or consulting. This solution is available in both licensed and hosted service versions. FootPrints for eService offers centralized, multi-channel problem and request tracking, comprehensive workflow automation, self-service online, knowledge management, two-way email management, SLA monitoring, custom reporting, performance measurement (group and per-agent), customer surveys, and integrations with leading telephony and sales automation solutions. FootPrints for eService helps organizations improve customer relationships, streamline agent workflow, reduce incident handling costs, and get control over multi-channel request and problem management.

Organizations that have chosen FootPrints products to manage their external support and/or eService processes include First Reliance Bank, Rotary International, Cleartel Communications, Rayloc/Genuine Parts Company, Multimedia Games, Uncommon Goods, and many more.

"FootPrints for eService has significantly increased the number of incidents that each of our support engineers can handle due to the product's ability to deliver fast and effective multi-channel support, and easy access to the ever growing online knowledge base," explained Michael Kieffer, Support Services Manager at Intradyn, Inc. "FootPrints for eService is so flexible and easy-to-use that it gives us the ability to provide unmatched levels of support to our customers, without having to hire additional staff."

Demand for the popular software has reached new heights as both the service and support industries have shifted their focus from reactive, telephony-based support to 24/7, on-demand web self-service and support. This shift is chronicled by leading experts, including Gartner. In its June 1, 2005 report titled, "How to Succeed at Customer Relationship Management While Lowering the Cost of Customer Contact," the research firm predicted that self-service interactions would account for 35 percent of all support inquires in 2005, and this number will balloon to 65 percent by 2010.

To effectively answer this new industry challenge and satisfy customers, organizations of all sizes will seek tracking automation solutions, such as FootPrints for eService. With FootPrints for eService, organizations quickly deploy searchable databases and FAQ systems that allow customers to find solutions and answers to their support-related inquiries quickly and independently. Customers can also submit their queries and track status of pending trouble-tickets - all through easy-to-navigate web screens and automated email. Leveraging its two-way email management capabilities, FootPrints for eService makes it easy to deliver proactive notifications to customers with status and tracking information and manage all incoming email.

FootPrints for eService can be deployed quickly within an organization's existing infrastructure, and it can be easily integrated into existing web interfaces. This functionality allows organizations to incorporate their logos, color schemes, and brand identities into their online support channels.

Unique in the customer support software market, FootPrints for eService allows organizations to create many partitioned projects and databases, with customized interfaces, at no additional cost. This flexibility helps organizations create individual databases for various customers, products, projects, and other workflow-driven processes.

Pricing & Availability

Pricing for a three-agent FootPrints for eService software starter pack begins at $3,995. Volume, concurrent user, and site license pricing options are also available. UniPress provides discounts for educational institutions, non-profit organizations, and government agencies. A hosted version is also available, and unlike typical ASP pricing models, FootPrints for eService hosted volume, concurrent, and special unlimited site license pricing is available. For more information, contact UniPress at 800-222-0550.

About UniPress Software, Inc.

Headquartered in Edison, New Jersey, UniPress Software, Inc. is a developer of web-based service desk automation software serving the mid-market, as well as large and small organizations. The company's FootPrints(R) product line, launched in 1996, provides a comprehensive range of capabilities to significantly improve help desk and customer support operations, and is used worldwide by nearly 2,200 corporate organizations, government offices, and educational institutions, including Prudential Financial(R), BHP Billiton(R) Petroleum, IBM(R), Kampgrounds of America, Hunter Fan Company(R), the IRS, and the University of Pennsylvania. UniPress' FootPrints software is available in numerous versions, along with add-on tools and best-of-breed integrations. The company also offers a complete line of product and best practices training courses and professional services. For more information, contact UniPress Software at 1-800-222-0550, or via the web at http://www.unipress.com.