UniPress Software, Inc. (www.unipress.com), a midmarket provider of Web-based service desk automation software, today unveiled its FootPrints 7.0. The next-generation version of the New Jersey-based companys service desk product line and services offers a 100 percent Web-based platform to automate help desk and customer support operations, as well as other business-critical processes. FootPrints 7.0 includes a significant number of enhancements, including a new change management module, integration with sales automation components of CRM tools, and additional support with IT asset inventory solutions.

In addition to the typical flagship FootPrints offering, i.e., the ability to centrally track and manage issues of all types, the new version is designed to empower organizations in creating more advanced workflows, introducing greater controls in the service management process and further integrating FootPrints-powered service desks with other critical systems. It provides a range of tools and capabilities focused on improving agent productivity, reducing costs and delivering world-class service and support.

New features and major enhancements in FootPrints 7.0 include the ability to customize the service desk with field-level permissions by role and status; to create master company or organization contact records for quickly pre-populating trouble tickets; and a new XML/SOAP interface for more easily integrating and linking other third-party applications. Other features include secure e-mail capabilities; a new agent flashboard; an enhanced scheduling and availability matrix; more comprehensive escalations; additional project templates for training and resource management; and expanded reporting options.

Additional new features and enhancements include the following: increased performance and scalability with Mod_Perl; agent workflow enhancements; escalation enhancements; security audit trail; project administration enhancements; time tracking enhancements; and reporting enhancements.

The key advancement, according to a company statement, is the FootPrints Change Management add-on module, which is a customizable, rules-based workflow and reporting engine for managing all types of change requests without requiring programming. This module includes an approval and voting process to automate different phases of a change request. Also, it provides comprehensive reporting on all change processes.

Further, FootPrints 7.0 offers out-of-the box integration options with sales components of existing third-party CRM tools and applications through the use of the FootPrints CRM Bridge. This capability enables organizations to deploy best-of-breed service and support systems; as well, it serves as a customer sales/service automation, two-way share-and-access link between FootPrints-powered service desks and the sales automation component of CRM products such as Microsoft CRM, Salesforce.com and Salesnets hosted sales automation solution.

FootPrints provides a centralized problem- and incident-tracking system that manages requests received from multiple channels (e.g., phone, e-mail, chat, Web and wireless devices). It includes built-in self-service online, knowledge management, comprehensive workflow and business rule automation, two-way e-mail management, service level management and comprehensive reporting all within a fully customizable, Web-based platform that requires no programming to configure, manage or customize.

All versions of FootPrints software (i.e., ...for eService, ...Hosting Service and ...for Exchange) are now available in v7.0.

David R. Butcher is Assistant Editor of Customer Interaction Solutions.