Numara FootPrints

Numara Mobile - Service Desk on the Go

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Service Desk On the Go®: Deliver excellent service anywhere, anytime

Mobile PhoneReal-time Mobility and Two-way Data Synchronization between Numara FootPrints and Smartphone Devices

Empower your agents with 24/7 access to critical customer data with Numara FootPrints Mobile.  Agents can save valuable time, stay on top of assignments, and deliver exceptional service – all from the palm of their hand.  Whether away from their desk, at a customer site or in a meeting, your team can interact directly with Numara FootPrints using their smartphones.

Your versatile Service Desk On the Go, Numara FootPrints Mobile provides powerful real-time access and off-line data synchronization capabilities between Numara FootPrints and smartphone devices. 

Numara FootPrints Mobile delivers dynamic, real-time access to the service desk from anywhere through the web browser on Microsoft® Windows Mobile®, RIM® Blackberry®, and Apple® iPhone® devices.

Save Time and Money

  • Eliminate the need for PCs in the field
  • Reduce dead time by shifting from one engagement directly to the next even in a dynamic, changing environment
  • Take Numara FootPrints with you wherever you go and stay connected in real-time without using a PC or 3rd party software

Deliver World-Class Support

  • Solve problems and respond to customer requests more quickly with anytime, anywhere access
  • Improve data consistency by updating issues, appointments and contacts in real-time and with pinpoint accuracy
  • Facilitate and enhance communication between agents in the field and the service desk communication through consistent connection 24/7

Improve Agent Productivity

  • Stay current with assignments and updates, regardless of where you are
  • Configure what fields and columns are visible on your smartphone screen without programming or special software for your device
  • Add, update, and close work assignments in your Numara FootPrints service desk from your smartphone device

Accelerate Agent Responsiveness and Strengthen Customer Satisfaction

Work away from the service desk and retrieve and update information at the point of service without the need of a PC, in real-time.

Smartphone Support

  • Stay connected from anywhere. Access FootPrints on the go from your IPhone, BlackBerry, or Windows Mobile devices.

Comprehensive Mobile Functionality

  • Use agent-level access to create, view, and update your assignments, approve changes, search address book contacts, and browse the entire knowledge base
  • Search for customer contact information and use keyword search capabilities to find the issues you’re working on

Corporate Calendar Support

  • Synchronize your corporate calendar with your FootPrints calendar -- so tickets can be assigned to the right people at the right time.
  • Travel worry-free because FootPrints automatically notifies colleagues if you’re out of the office and adjusts workflow rules to your absence

Offline Support

  • Download FootPrints assignments into your personal mail client to work offline, then have them update in FootPrints the next time you’re online
  • Download a list of customer contacts from the FootPrints Address Book to work with offline

 

Real-time Mobility and Two-way Data Synchronization Between Numara FootPrints and Smartphone Devices

Real-Time Wireless Specifications:

Smartphone with a minimum display width of 320 pixels.

Currently Tested Devices

  • Rim® Blackberry® 8700 series, 8300 series (Curve™), 8800 series (World Edition) and 9000 series (Bold)
  • Rim Blackberry 8100 and 8200 series (Pearl™) are not supported
  • Palm® Treo™ running Windows® Mobile 5 or higher (Palm OS is not supported)
  • Apple® iPhone® and iPhone 3G

Other devices not listed may also be supported. If your device is not listed, it can be easily tested through our hosting site without special configuration. Contact a Numara Software sales representative for details.

Offline PIM Specifications:

  • Supported Operating Systems: Windows 2000, Windows 2003, Windows XP, Windows Vista®
  • Supported PIM software: Microsoft Outlook®, Microsoft Outlook Express, Lotus Notes®, Palm Desktop, Palm HotSync®
  • Supported PDAs: PocketPC® (through Outlook), BlackBerry (through Outlook or Lotus Notes), Palm (through Palm HotSync or Palm Desktop)
  • Transfer options: Agent can select either two-way or one-way (PIM-to-Numara FootPrints or Numara FootPrints-to-PIM) transfer

PIM Configuration Options:

  • Appointments Agents control whether only personal or personal and project entries are transferred between Numara FootPrints and the PIM software, as well as where their public and private PIM appointments appear in Numara FootPrints.
  • Contacts Agents create a Numara FootPrints query to select which Numara FootPrints address book records from the default project will be transferred to the PIM software. These contacts can come from the Numara FootPrints Address Book, LDAP or SQL Address Book.
  • Tasks Agents create a Numara FootPrints query to select transferable issue records, such as "My Assignments." They map which Numara FootPrints status is set (closed, pending, etc.) when a task is marked as completed and/or deleted in the PIM software.

Numara Mobile operates on Numara FootPrints:

Numara FootPrints Technical Highlights:

  • 100% web-based
  • Resides on a single, central computer running a web server
  • No client software required; only a standard web-browser
  • No programming needed for implementation or change
  • Supports multiple platforms, databases, email systems, client systems, and web browsers
  • Integrates with telephony systems to automate call routing and auto-populate tickets
  • Offers robust security with configurable security roles, support for multiple authentication methods, secure LDAP, secure IMAP and SSL
  • Includes 64-bit support for x86 servers

Numara FootPrints uses HTML and Javascript™ to display its dynamic web content. It makes use of AJAX technology for just-in-time data delivery and uses modern Javascript libraries like YUI and Ext JS to display its presentation layer.  Perl™ and Java™ are used on the server to generate all of the dynamic web content and interface with the back end database via DBI/DBD and ODBC.  All customizations are performed through the browser without any programming.
Users can be authenticated directly to their Microsoft Windows, LDAP, web server, UNIX® or native Numara FootPrints login ID and password. Numara FootPrints then assigns users to their proper roles, giving them their established preferences and permissions within the system.

Have it your way – On your site or ours

Avoid the cost and management of the IT infrastructure for your web-based customer support center with the Numara FootPrints Hosting Service. We’ll host and manage your customer service management center at our secure data center. You’ll retain total control over administration and customization and avoid the headache of maintaining the software, servers, or upgrades.

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