Herndon, VA (PRWEB) May 23, 2013
Parature, Inc., a leading provider of cloud-based customer service solutions serving more than 3,000 mid-market to enterprise brands, today announced it has been positioned by Gartner, Inc. in the Niche quadrant of the “Magic Quadrant for the CRM Customer Engagement Center.”1
Michael Maoz, Vice President and Gartner Distinguished Analyst, author of the report, writes, “The CRM customer engagement center (CEC) refers to a logical set of technologies and business applications that are engineered to provide customer service and support, regardless of the interaction (or engagement) channel. The goal of the CEC is not only to provide service to customers as they move among communication channels – including social media – while retaining the customers’ context, but also to deliver the appropriate business rule to determine the next best action, information or process with which to engage customers.”
Says Maoz in the report, “The blend of social media engagement with CRM software is evolving the contact center into the customer engagement center. Gartner’s 2013 CRM customer engagement center Magic Quadrant looks at vendors that respond to the challenge of ‘any channel’ customer service engagement.”
“We are incredibly pleased to be positioned in the Gartner Magic Quadrant for the CRM Customer Engagement Center,” says Duke Chung, Co-founder of Parature. “We believe our inclusion affirms our company’s commitment to providing a true multi-channel customer service solution, which includes the burgeoning customer service channels of social media and mobile.
“We also believe this recognition ensures that Parature’s strong and continued investments in quality, security, analytics and customer-focused care and innovation are well placed.”
To access a complimentary copy of the Magic Quadrant for the CRM Customer Engagement Center, visit Parature’s website.
About the Magic Quadrant
Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings. Gartner research publications consist of the opinions of Gartner's research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.
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 Deloitte Technology Fast 500 and is the recipient of numerous product, technology, and leadership awards including the 2013 CRM Watchlist, 2013 CRM Magazine Service Leader Awards and 2013 TMC/CUSTOMER Magazine CRM Excellence Awards. Parature is used by some of the world’s most innovative organizations, federal agencies and companies, including IBM, Ask.com, the EPA 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.
1 - Gartner “Magic Quadrant for the CRM Customer Engagement Center” by Michael Maoz, May 13, 2013.