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[December 14, 2004]

UniPress Software, Contactual Partner to Deliver Integrated Customer Service and Telephony Solutions


UniPress Software, Inc. and Contactual DBA recently announced a partnership to address the growing need for on-demand, web-based customer service technology solutions. The partnership links UniPress Softwares FootPrints web-based service desk with Contactuals OnDemand Contact Center, providing organizations with an integrated service desk and telephony solution.

FootPrints is a 100% web-based service desk solution that helps organizations streamline and automate cost-effective 24/7, multi-channel support that leverages the Internet. Contactual can now offer its customers a solution to seamlessly integrate their call centers telephony processes with FootPrints advanced web-based service desk, enabling them to dramatically improve the customer service experience, enhance agent workflow, and reduce incident-handling costs.

UniPress will offer its customers Contactuals solution to help automate incoming telephone requests with their FootPrints web-based service desk. This will enhance workflow for all incoming customer support requests, and allow agents to centrally track, route, manage, and report on them throughout the problem resolution lifecycle.

The FootPrints service desk and Contactuals OnDemand Contact Center enable call centers and service desks to deploy advanced, skills-based call routing features that automatically transfer incoming customer requests to the appropriate service or support representatives telephone and computer screen. Additionally, customer trouble-ticket information, complete with contact details and relationship history, is automatically populated in FootPrints or FootPrints for eService through a Contactual screen-pop. This automated process helps agents address and resolve customer problems faster, streamline workflow, and improve the overall customer service experience.

"UniPress customers will benefit from this partnership as they can now use FootPrints Integration with Contactuals OnDemand Contact Center to streamline workflow procedures, quickly route incoming calls, and automatically pre-populate contact data into trouble-tickets, said Mark Krieger, President of UniPress Software. As a result, they can accelerate the problem resolution process, reduce costs, and improve the overall customer experience.

This is another instance of Contactuals ability to integrate with complementary products that already exist within contact centers, said Mansour Salame, CEO, Contactual. Providing a seamless integration between our complementary functionalities is the core value of this partnership. Together were enabling an agent to leverage both applications without conscious recognition of a change in environment, and this behavior curtails agent-level distraction and confusion, improving individual focus, creating more operating efficiencies and productivity.

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