New FootPrints Telephony Helps Call Centres and Customer Support Organizations Seamlessly Link Voice Call Routing with the Multi-Channel Service Desk, Streamlining Workflow and Reducing Incident-Handling Costs
Edison, NJ (June 15, 2004 — UniPress Software, Inc., a leading provider of web-based service desk automation software, today announced a partnership with Five9, Inc., a leading provider of hosted contact center solutions. Through this partnership, UniPress is launching FootPrints® Telephony, a new, advanced telephony add-on module that can be used with the company’s FootPrints or FootPrints for eService web-based service desk solutions. The new solution seamlessly integrates telephone call routing capabilities with a web-based service desk, dramatically improving the customer service experience, while improving agent workflow and reducing incident-handling costs.
Both FootPrints and FootPrints for eService offer a 100% web-based service desk software system that includes centrally managed customer-request tracking, self-service online, two-way email management, knowledge management, and powerful reporting. These solutions are used by nearly 2,000 organizations worldwide to manage help desk and customer service requests, and control all aspects of the problem-resolution lifecycle.
The new FootPrints Telephony solution is powered by Five9’s Virtual Contact Centre™ (VCC) technology. This powerful add-on module extends the capabilities of FootPrints and FootPrints for eService, providing a seamless system for call centers and customer service organizations to deploy a voice-enabled, multi-channel customer service desk.
Five9’s VCC is an advanced, hosted contact center solution that delivers intelligent call treatment, routing, call blending, and management to streamline all aspects of customer interactions. Leveraging the VCC’s functionality, FootPrints Telephony enables call centers and service desks to integrate advanced, skills-based call routing features that automatically transfer incoming customer requests to the appropriate help desk agent or customer service representative’s 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 VCC screen-pop. This automated process helps agents address and resolve customer problems faster, streamline workflow, and improve the overall customer service experience.
“Leveraging Five9’s technology, FootPrints Telephony offers customers with the capability to add comprehensive call routing into the service desk features to streamline workflow procedures and automatically pre-populate contact data into trouble-tickets, said Mark Krieger, President of UniPress Software. “As a result, service and support agents can accelerate the problem resolution process, reduce costs, and improve the overall customer experience.
FootPrints Telephony addresses a critical need for organizations across all industries to transform their labor intensive and expensive phone-based customer service and support operations into cost-effective 24/7, multi-channel operations that leverage the Internet.
“Combining our hosted contact center with the FootPrints product line’s centralized service desk functionality delivers a powerful, web-based solution that ensures positive customer support experiences, said Brian Silverman, President and CEO of Five9. “Through our partnership, organizations of all sizes can quickly and cost-effectively deploy a multi-channel service desk with integrated telephony.
Pricing & Availability
Available today, an initial starter pack of FootPrints or FootPrints for eService is priced at $3,995 for a three-agent license and $995 for each additional agent. Adding the FootPrints Telephony add-on module for 3 agents requires a $450 setup fee and $480 per month plus long distance call fees. Volume and concurrent user pricing, as well as hosting, are also available. For more information, contact UniPress at 800-222-0550 or 732-287-2100, or visit www.unipress.com.
About UniPress Software, Inc.
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 enterprise organizations, and small businesses. The company’s FootPrints® product line, launched in 1996, provides a comprehensive range of capabilities to significantly improve help desk and customer support operations, and is widely used by nearly 2,000 corporate organizations, government offices, and educational institutions worldwide, including Prudential Financial, BHP Petroleum, IBM, Kampgrounds of America, Schwab Soundview Capital Markets L.P., Hunter Fan Company, the IRS, and the University of Pennsylvania. For more information, contact UniPress at 732-287-2100, or via the web at http://www.unipress.com.
About Five9, Inc.
Five9 is the leading global provider of on-demand call center solutions for customer interaction management. The award-winning Five9 Virtual Call Centre™ targets small- to midsized call centers, contact center operations of large enterprises, and companies that provide outsourced call center services. Companies on five continents profit from Five9's reliable, robust functionality that is fast, easy, and affordable to deploy for any call center. For more information, visit http://www.five9.com.