Numara Software has announced its acquisition of UniPress Software, the developer of the FootPrints web-based service desk software. Numara's main product is the Track-It! service desk software. The new combined service desk software company hopes to dominate the small and mid-sized market.
"We are very excited to join forces with UniPress Software to provide small and mid-sized organizations with a comprehensive line of service desk and asset management, products," said Numara CEO David Weiss. "The companies have a combined installed base of nearly 50,000 organizations worldwide. Adding FootPrints to our product line up alongside our award-winning Track-It! line strengthens our ability to expand our share of the service desk management market."
Both the FootPrints and Track-It product lines will continue after the acquisition.
Timed with the acquisition, Numara/UniPress has released version 7.5 of FootPrints. Updates to the product include:
- Enhanced Workflow: Numara FootPrints 7.5 now provides the ability to automatically document escalation processes and time fields based on local time zones. New service-level field definitions also allow managers to more accurately measure and track their responsiveness to customer SLAs and new permission capabilities.
- Improved Performance: Numara/UniPress says users will see significant improvements in response times for core Numara FootPrints functions. Enterprise-level customers that process large ticket volumes will be able to scale their existing Numara FootPrints implementations to meet increased workloads without investing in new hardware.
- Advanced Reporting: FootPrints 7.5 enables service desk managers to more accurately analyze their operations through time dimension reporting of custom metrics. Managers can now compare metrics across day, month or other time intervals and create richer time-based metrics for comparison and performance optimization purposes.
- Improved Section 508 Compliance: Improved interface better supports third-party text-to-speech software for vision-impaired users.
Acquisition Fever Continues
In the last year, call center industry software firms have been merging like mad. Acquisitions include:
- Intervoice bought Nuasis
- Nice Systems bought both IEX and Performix
- Genesys bought VoiceGenie
- Oracle bought Telephony@Work
- Verint bought Mercom
- and finally,
Aspect bought SophistiCom
