Trapeze Networks Selects Parature Customer Service™ Software
Parature Enables Leading Wireless Management Software Provider to Empower Customers with 24/7 Self-Service
Vienna, VA (Vocus/PRWEB ) May 11, 2009 -- Parature, the global leader in on-demand customer service software, announced today that Trapeze Networks has selected Parature Customer Service™ software to efficiently manage their customer service and support. Trapeze Networks is the leader in enterprise wireless LAN equipment and management software.
Trapeze Networks empowers its customers to access their business applications anytime and anywhere, so their customers expect anytime, anywhere answers for their network challenges, according to Sandeep Moza, Sr. Customer Advocate. Their search for an on-demand software application arose from a business goal to have self-service support capabilities 24/7. Their existing application lacked the customer-facing component to meet this need, requiring their support team to manually create a ticket from customer emails and Web forms; increasing resolution times for customer cases. Parature Customer Service™ software provides Trapeze with an integrated customer portal, knowledgebase and trouble ticket software, as well as a host of other modules to efficiently manage all of their growing support needs. "With Parature, our customers now have anytime, anywhere access to a knowledgebase, software downloads, forum, and tickets," said Trevis Schuh, VP of Worldwide Customer Service.
"We evaluated half a dozen customer support applications and Parature Customer Service software rose to the top primarily because of the simplicity of having multiple modules rolled into one," stated Moza. "Parature is a one-stop shop, providing us with a hosted software solution of integrated modules for effective customer service and support. Seventy percent of all new tickets are created by our customers on the portal, reducing support email interaction by 40 percent. Those that use the knowledgebase to resolve their issues never create tickets, further reducing the support team's workload. Additionally, we are handling a twenty percent higher ticket load, without additional resources."
Parature enables any organization to fundamentally change the way they support their customers through its Software-as-a-Service (SaaS) delivery and integrated, intuitive design that empowers organizations to better and more efficiently serve, support, engage with and retain customers in today's Web world. The seamlessly integrated suite of Parature Customer Service™ software modules allows organizations to effectively manage all of their support needs without additional hardware, software and IT expenses. Parature integrates everything in one dynamic, unified system to increase efficiency across entire organizations, improving processes among customer support, operations, development and sales.
"Organizations are consistently challenged to effectively manage customer support requests and without increasing headcount," said Duke Chung, Parature President and CEO. "Parature is committed to setting the standard for support teams worldwide by providing the smartest, most efficient customer service software suite that enables organizations to manage all of their customer service needs; strengthening ongoing customer communication, increasing retention and reducing costs."
Parature, Inc.
Parature, the leader in on-demand customer service software, makes it possible for any business to leverage the Internet to provide outstanding customer service. The company's software-as-a-service (SaaS) delivery and integrated, intuitive design enables organizations to better and more efficiently serve, support, engage with and retain customers in today's Web world. Founded in 2000, Parature received the 2007 and 2008 Product of the Year Award from Customer Interaction Solutions magazine and has been named to the Inc. 5000 list of Fastest Growing Private Companies in America. Parature has been named to both the Washington Business Journal's list of Best Places to Work and The Washingtonian list of Great Places to Work. Headquartered in Vienna, Virginia, Parature is at work in organizations of all types and sizes, and helps support millions of end users worldwide. For more information, visit @Parature on Twitter.
Parature is hiring talented people, please visit http://www.parature.com/careers.aspx for more information on joining this winning team.
About Trapeze Networks
Trapeze Networks, a Belden Brand, is a leader in enterprise wireless LAN equipment and management software. Trapeze was the first company to introduce NonStop Wireless - delivering unmatched reliability to the enterprise wireless LAN, and its solutions are optimized for companies requiring mobility and high bandwidth such as healthcare, education, and hospitality. Trapeze delivers Smart Mobile™ providing scalable wireless LANs for applications such as Voice over Wi-Fi, location services, and indoor/outdoor connectivity.
Media Contact:
Dayna Tenorio
571.730.6241
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