Unipress Software and Contactual Partner to Deliver Integrated Solution

Partnership Offers On-Demand Call Center and Web-Based Service Desk Solutions to Improve Workflow, Reduce Costs, and Enhance the Customer Service Experience

SAN CARLOS, CA (December 8, 2004) – UniPress Software, Inc., a leading provider of web-based service desk automation solutions targeting the mid-market, and Contactual™DBA, the leading provider of OnDemand Contact Center solutions, today announced a partnership to address the growing need for on-demand, web-based customer service technology solutions. The partnership links UniPress Software’s FootPrints® web-based service desk with Contactual’s 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 Contactual’s 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 Contactual’s 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 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 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 Contactual’s 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 Contactual’s ability to integrate with complimentary products that already exist within contact centers”, said Mansour Salame, CEO, Contactual. “Providing a seamless integration between our complimentary functionalities is the core value of this partnership; together, we’re 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.”

About Contactual
Contactual was founded in 2000 as White PJ, Inc., with the goals of reducing costs and eliminating the risks companies face when deploying customer service automation solutions. The White PJ customer service automation center quickly established itself as an award-winning solution for small and medium call centers. In 2004, White PJ embarked on a successful business strategy that reinforces the company's key product advantages of scalability and reliability, targeting vertical industries that deal in mission critical data and services. With hundreds of companies using Contactual products, the company has matured and emerged as the leader in On-demand Contact Center products. To match the new business strategy, a new company name was selected to communicate the core value of the product -- Contactual. For more information, visit www.contactual.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, Hunter Fan Company, the IRS, and the University of Pennsylvania. For more information, contact UniPress at 732-287-2100, or via the web at www.unipress.com .