Microsoft has unveiled the Spring ’15 release for Parature, adding new capabilities to help organisations to deliver engaging customer self-service solutions across applications, channels and devices.
Designed to increase the productivity of customer service professionals, the Spring ’15 release of Parature has introduced more than 30 high-priority features to increase the productivity of customer service teams. It also delivers ‘above-the-queue’ insights to help agents quickly understand, diagnose and resolve issues that customers may face, personalising customer interactions.
The release also includes multilingual and translation capabilities, Parature’s knowledge integration with Microsoft Dynamics CRM, and the introduction of Parature’s omni-portal that will enhance enterprise service scenarios.
“More and more, people are choosing the brands that give them unique, tailored and fulfilling customer service experiences,” said Bob Stutz, corporate vice president of Microsoft Dynamics CRM. “Parature’s customer-centric capabilities enable organisations to deliver personalised customer care and, when combined with the clear business processes and intelligence of Microsoft Dynamics CRM, give our customers the high-quality solutions their businesses demand.”
Microsoft acquired Parature in January 2014, using Parature’s knowledge management and self-service technology to add a customer self-service suite to the Microsoft Dynamics CRM platform. Microsoft customers such as Chobani, nTelos Wireless and Microsoft OneDrive all use Parature to deliver seamless customer experiences.
“Parature’s Spring ’15 is the largest release in the history of Parature in terms of features and functionality,” said Bill Patterson, senior director, customer self-service solutions, Microsoft. “We’re incredibly excited about the capabilities we’re delivering here across all major service channels, including self-service, mobile, social, chat, portal and ticketing. Even more exciting is how Parature’s market expansion, omni-portal, multilingual and translation capabilities now enable it to be deployed in enterprises on a global scale.”
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