Parature and Microsoft Expand Partnership to Deliver a Complete, Multi-Channel Customer Service System

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Parature now extends Microsoft Dynamics CRM with a customer portal, web self-service, live chat, mobile, and social customer service.

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Customer Service Software That Revolves Around You

Microsoft really understands the importance of customer service and giving customers multiple options for connecting with businesses in real-time, 24/7

Parature, a global leader in cloud-based customer service software, today announced further integration with Microsoft Dynamics CRM, providing businesses with a multi-channel platform to engage with customers whether that be the web, live chat, mobile, or social. This further integration is part of an expanded partnership between the two companies.

Parature’s cloud-based customer engagement solutions empower organizations to deliver more efficient and effective customer service and support across more channels and integrates a customer portal, intuitive self-service knowledgebase, a help desk ticketing application, and business modules into a central, fully-customizable, web-based system. With this integration, Parature is expanding Dynamics CRM’s customer service capability, giving customers 24/7 access to service and support and multiple channels for customer engagement.

Among the major benefits of this partnership for Microsoft Dynamics customers are access to:

  • 24/7 Self-Service Knowledgebase and Portal

The Parature Self-Service Knowledgebase and Portal enhances the Microsoft Dynamics CRM solution by providing a 24/7 online service and support presence. The fully-customizable portal unites a host of dynamic modules including a searchable, SEO friendly knowledgebase that empowers customers with quick self-serve access to the information and answers they want, whenever they want or need them, reducing repetitive questions and service requests while improving a support team’s efficiency and productivity.

  • Live Chat

This powerful live chat support module is designed to meet the service channel preference of the newest generation of customers looking for instant and personalized online support.
Parature Chat empowers organizations with an immediate, seamless transition from a self-service to assisted channel at critical times during the support interaction.

  • Social Customer Service

Businesses can deliver quality support on its organization’s Facebook and Twitter pages leveraging Parature’s Social Customer Service Suite which now includes Parature for Facebook and Parature’s Social Monitor. Companies can now monitor, be notified of and respond quickly to social media conversations, posts and comments in real time.

Chemstations, which provides chemical process simulation software, recently replaced its Act solution with Microsoft Dynamics CRM, integrated with Parature. Chemstations had also evaluated Salesforce.com, but ultimately selected Parature and Microsoft Dynamics together to provide a complete CRM solution for managing customer relationships and improving the customer experience.

“Having all of these critical elements to customer service, such a web portal, self-service knowledgebase, social customer service and mobile access made selecting Microsoft Dynamics an obvious choice for our business,” said David Hill, Manager of Technical Support for Chemstations. “No other CRM solution provided such a comprehensive level of customer service options across multiple platforms. The integration between Microsoft Dynamics and Parature allowed us to modernize our sales CRM and customer service in ways we have dreamed of for a decade.

“To achieve our goals with Salesforce.com would have required the most expensive package and professional customization,” said Hill.

“Expanding the partnership with Parature, and integrating further across its suite of customer service solutions made sense for us because our business customers need to engage directly with their customers on multiple platforms, including social, mobile and chat,” said Craig Dewar, Director, Microsoft Dynamics CRM Product Marketing. “Parature has been a leader in customer service software for more than a decade, and it has expanded into multiple platforms and has continuously launched new products. Its service commitment to enterprises and the mid-market dovetails nicely with our expertise in this area, as well.”

“Microsoft really understands the importance of customer service and giving customers multiple options for connecting with businesses in real-time, 24/7,” said Duke Chung, Co-Founder and Chairman of Parature. “We are excited to deepen this partnership and further integrate our software with theirs to provide businesses with the most comprehensive multi-channel customer service system available.”

About Parature
Parature is the industry’s leading provider of cloud-based customer engagement solutions and is used to support approximately 55 million end users worldwide. Parature empowers customer service organizations to monitor, manage, resolve and respond to a high volume of service issues across multiple communication channels, including the growing number of service-related conversations that are happening every day within social media channels. With more than a decade of experience, Parature delivers support and social media engagement and management solutions to mid-size and enterprise organizations across a wide variety of industries. Parature is among the 2012 Deloitte Technology Fast 500 and is the recipient of numerous product, technology, and leadership awards. Parature is used by some of the world’s most innovative organizations, federal agencies and companies, including IBM, Ask.com, the EPA, Tagged, the National Network of Digital Schools and Threadless. Parature is headquartered in Herndon, Virginia. For more information, visit http://www.parature.com, follow @parature on Twitter, or like us on Facebook at facebook.com/parature.

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Kimberly Richards
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