Microsoft has added new enterprise service features and portals to Parature, its cloud-based customer engagement solution.
First released in January 2015, the Parature solution helps companies to use online self-service portals to support ticketing, mobile customer care, social customer support and offer proactive sales engagement.
The latest release of Parature includes an enhanced enterprise support portal, which will enable organisations to deliver a more consistent customer experience across multiple channels. It also offers enhanced search, filtering and content facet capabilities to enable users to search for data about customers, content and downloads quickly and accurately.
Parature’s enterprise engagement portal also delivers 11 out-of-the-box language packs, while the new translation management feature enables businesses to customise the portal by adding unique keywords or more languages.
This allows agents to translate, route and respond to questions in different languages and create personalised content for each customer. In addition, they can use Microsoft Translator, an automatic cloud-based translation service, to hold real-time conversations, ensuring they can serve customers across the world.
Meanwhile, Parature’s service desk has been updated to allow businesses to use Instagram, YouTube and LinkedIn, as well as Facebook and Twitter, to monitor and respond to customers in real time. This helps companies to provide a consistent customer experience across multiple channels.
In addition, companies can use the new engagement intelligence feature to analyse various customer channels, knowledgebase views, chat requests, self-service deflection and more to understand how customers preferences and improve brand engagement.
“A little more than a year after we acquired Parature, it’s easy to see the amazing progress that’s been made with this solution, particularly how Parature’s new enterprise engagement and multilingual capabilities now enable this solution to be deployed on a global scale,” said Bob Stutz, corporate vice president of Microsoft Dynamics CRM, in a blog post. “But the best is yet to come as Parature begins to integrate more seamlessly with Microsoft Dynamics CRM.”
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