The Easy-to-use, Comprehensive 100% Web-based Service Desk

Powerful. Flexible. Affordable.

Watch how fast you'll streamline and automate your help desk and customer support operations with FootPrints. This award-winning, powerful service desk tool will help you reduce support costs, speed customer problem resolution, improve agent workflow, and deliver worldwide support 24/7.

FootPrints gives you flexible, comprehensive capabilities without the burden of required programming, consulting, or dedicated staff to run it. You’ll be running in live production in just days with centrally managed tracking for all incoming customer requests from multiple channels (phone, email, web, live chat, & wireless devices), self-service online, knowledge management, business rule automation, service level management, two-way email management, workflow and change management, and powerful, automated metrics and reporting to keep a constant pulse on productivity, trends, and performance.

Users only need a standard web-browser. FootPrints software can be run on your server or ours. FootPrints supports Microsoft Windows 2003/2000/NT, Unix, and Linux, as well as many popular databases and browsers. For organizations that prefer to outsource the infrastructure and management of their web-based service desk, UniPress offers you the FootPrints Hosting Service.

FootPrints will have a ripple effect throughout your organization, delivering measurable benefits beyond the help desk or customer support center. We invite you to try FootPrints – register for a guided walkthrough, download a trial copy, or attend a webinar.

* Why FootPrints? It's your best support automation value.

• Centrally track and manage all customer requests worldwide submitted by phone calls, email, the web, and wireless devices (PDAs)
• Give your agents an easier work process
• Automate business rules and support tasks
• Manage service level agreements and generate reports
• Create a 360 degree view of customer interaction with complete audit trails
• Work with easy-to-navigate 100% web-based architecture
• Give customers self-service online to submit and/or solve their own issues
• Build and access solutions knowledge bases
• Manage all support email
• Improve workflow and change management
• Deliver live eSupport using email, chat, and remote control
• Create multiple, simultaneous projects for different groups, departments, locations, and languages.
• Expand issue tracking and management throughout your organization

Footprints eSupport

Extend your Web-based Customer Support Capabilities with Web Chat and Remote Control Desktop Sharing

• Text chat/instant messaging
• Full, duplex PC to PC Voice over IP (VoIP)
• A whiteboard
• True application sharing and annotation
• Desktop sharing
• File transfer capability

Help desk agents spend much of their time troubleshooting users’ desktop issues. Resolving a user’s problem can involve multiple phone sessions, and often end up with a desktop support engineer having to visit the user’s desk to fix the problem. When users are in remote locations, the issue is compounded by prohibitive travel or shipping costs. Remote control tools allow the customer to share his desktop with the agent, allowing the agent to take over the user’s desktop temporarily to troubleshoot and fix the problem.

FootPrints Live eSupport, powered by aveComm technology, delivers browser-based remote control and text chat to support teams for a low total cost of ownership. This web server-based solution is a turnkey system that does not require any additional hardware. It works immediately and can be installed at the local site, eliminating firewall and security issues. It is completely integrated with the FootPrints service desk for both agents and customers. FootPrints Live eSupport is sold as an add-on tool to FootPrints, and is licensed per concurrent session (a session consists of 1 customer and 1 agent communicating via chat and remote control).

End-users can request live help from a FootPrints self-service session, and start a text chat with an available agent instantly. If the agent needs to view the user’s desktop, the agent can simply click a button to request access. The end user has the option to grant access, and within seconds, the agent is viewing the user’s desktop. If the agent needs to take control of the user’s machine, the agent can request control, allowing the agent to open and close applications, check settings, and edit the registry if needed.

Why Choose FootPrints Live eSupport?

• No Server or Client Installation is Required: Enabled in minutes through FootPrints with no additional installations or setup
• Integrated with FootPrints: Customers can request Live eSupport through the self-service interface and have a live session with an available agent within seconds
• Lowest Cost-of-Ownership: Cost-effective usage, rather than at a per usage, per month, or costly per minute charge
• Completely Secure Communications at the highest levels
• Modular Architecture for easy customization
• Runs Seamlessly in the Web Browser on Port 80: Can run inside and through virtually any firewall
• Low Bandwidth Friendly
• Scalable: Proven to offer industry-leading scaling of 10,000’s concurrent users
• Firewall and Proxy-friendly: Works with HTTP content filtering firewalls
• Java-based: (users must have Sun Java freeware installed, which can be downloaded from http://www.java.com/en/index.jsp)