Microsoft is to acquire customer engagement software firm Parature, to add a customer self-service suite to Microsoft Dynamics CRM.
Parature’s cloud-based customer engagement solutions help companies to use online self-service portals to support ticketing, mobile customer care, social customer support, and offer proactive sales engagement.
These capabilities complement the existing Microsoft Dynamics CRM customer-care solution with core strengths in workflow and process-driven user experiences, improving the productivity of contact centre agents.
“Organisations are looking for business solutions that can strengthen their ability to connect with customers on their own terms, using whatever device and whatever channel they prefer,” said Bob Stutz, corporate vice president, Microsoft Dynamics CRM. “Parature is a perfect fit for every business and will enable us to offer customers one of the best cloud-based solutions for customer self-service. This is a compelling combination for organisations committed to delivering the best service experience that consistently exceeds their customers’ expectations.”
Microsoft will continue to offer Parature solutions and support all new and existing customers as the company works to further enhance these offerings.
More information regarding the product integration plans and timeline will be shared at Parafest 2014 in February and Convergence 2014 in March.
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