Customer Service/Support Software is offered via SaaS model.
December 2, 2008 -
While promoting efficiency and control by offering tailored degrees of ticket permissions, Parature Fall '08 also delivers flexible and accurate reporting with abilities to associate ticket to 2 customers as well as create hidden tickets to manage internal support processes and issues. Support portal experience may be personalized with option of remembering accounts last worked with, type of tickets that user was viewing, sort order, and previous table paging options.
(Archive News Story - Products mentioned in this Archive News Story may or may not be available from the manufacturer.)
|Original Press release |
8000 Towers Crescent Drive
Vienna, VA, 22182
Parature Releases Its Next Generation of the Smartest Most Efficient Customer Service and Support Software
Fall '08 Empowers Organizations with Diverse Feature Functionality and Enhancements
Vienna, VA (Vocus) November 17, 2008 -- Parature, the global leader in on-demand customer service software (http://www.parature.com/customer-service-software.aspx), announced today the launch of Parature Fall '08, the latest version of its award winning customer service and support software. Parature Fall '08 delivers increased flexibility to improve the productivity and efficiency of customer support professionals, enabling them to continue providing the superior support experience their customers expect.
"Parature continues to set the standard for support organizations worldwide with our commitment to bring the most innovative customer service and support software to market," stated Duke Chung, Parature CEO and President (http://www.parature.com/team_DukeChung.aspx). "Parature Fall '08 reflects the dedication we have to our customers' success. Delivering new feature functionality and numerous enhancements is just another example of Parature's commitment to provide the smartest, most efficient way for organizations to serve and support their customers."
Parature Fall '08 (http://www.paraunity.com/paraunity/fall08.aspx) is the culmination of months of dedicated research and solicited customer feedback. This release delivers a multitude of feature enhancements and updates, improving the service experience for all customers and end users. The flexibility of Parature Fall '08 includes:
Parature Customer Roles
Increase efficiency and control with new Customer Roles. Tailor the support experience utilizing four new customer roles each with increasing levels of ticket permissions. Assign your customers the appropriate ticket privileges and scope of visibility to meet each customer's individual needs from authorized support contacts to field service teams and more.
Gain increased flexibility and more accurate reporting with new functionality that associates a ticket to two customers - a primary contact and an additional contact. Empower your customers with the ability to submit and edit tickets on behalf of other customers.
Hide Ticket from Customer
Effectively use this new feature to create hidden tickets to manage internal support processes and issues. Limit the visibility to internal users, while still associating the ticket to the appropriate customer for reporting and tracking purposes.
Increase your support team's productivity using the knowledgebase fast-forward pop-up and a single click to insert just a link to a knowledgebase article or the full text.
Remember Portal Settings
Offer your customers a more personalized support portal experience enabling them to get the updates they need in fewer clicks. Portal visitors will now have the option to allow the system to remember the Accounts they were last working with, the type of tickets they were viewing, the sort order, and table paging options they set on their last visit.
Parature Video Skip Conversion for FLV Movie Files
Experience improved control of knowledgebase video content with this new option for FLV movie files. High quality FLV movie files will skip the Parature video conversion process and will be uploaded in their original format to provide better movie quality.
With Parature's Software-as-a-Service (SaaS) model, customers experience a seamless transition to Parature Fall '08, with no software to download or IT involvement required. All Parature customers have been upgraded and are using Parature Fall '08 today!
Parature (http://www.parature.com/default.aspx) 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(TM) software (http://www.parature.com/customer-service-software.aspx) 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.
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 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. For the past three consecutive years Parature has been on the Washington Business Journal's list of Best Places to Work. Headquartered in Vienna, Virginia, Parature is at work in organizations of all types and sizes, and helps support more than 10 million end users worldwide. For more information, visit www.parature.com.
Parature is hiring talented people, please visit http://www.parature.com/careers.aspx for more information on joining this winning team.