Parature and Microsoft Expand Partnership to Deliver a Complete, Multi-Channel Customer Service System


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Parature now extends Microsoft Dynamics CRM with a customer portal, web
self-service, live chat, mobile, and social customer service.

Herndon, VA – January 30, 2013 – Parature, a global leader in cloud-based
customer service software, today announced further integration with
Microsoft Dynamics CRM, providing businesses with a multi-channel platform
to engage with customers whether that be the web, live chat, mobile, or
social. This further integration is part of an expanded partnership between
the two companies.

Parature’s cloud-based customer engagement solutions empower organizations
to deliver more efficient and effective customer service and support across
more channels and integrates a customer portal, intuitive self-service
knowledgebase, a help desk ticketing application, and business modules into
a central, fully-customizable, web-based system. With this integration,
Parature is expanding Dynamics CRM’s customer service capability, giving
customers 24/7 access to service and support and multiple channels for
customer engagement.

Among the major benefits of this partnership for Microsoft Dynamics
customers are access to:

. 24/7 Self-Service Knowledgebase and Portal

The Parature Self-Service Knowledgebase and Portal enhances the Microsoft
Dynamics CRM solution by providing a 24/7 online service and support
presence. The fully-customizable portal unites a host of dynamic modules
including a searchable, SEO friendly knowledgebase that empowers customers
with quick self-serve access to the information and answers they want,
whenever they want or need them, reducing repetitive questions and service
requests while improving a support team’s efficiency and productivity.

. Live Chat

This powerful live chat support module is designed to meet the service
channel preference of the newest generation of customers looking for instant
and personalized online support.
Parature Chat empowers organizations with an immediate, seamless transition
from a self-service to assisted channel at critical times during the support

. Social Customer Service

Businesses can deliver quality support on its organization’s Facebook and
Twitter pages leveraging Parature’s Social Customer Service Suite which now
includes Parature for Facebook and Parature’s Social Monitor. Companies can
now monitor, be notified of and respond quickly to social media
conversations, posts and comments in real time.

Chemstations, which provides chemical process simulation software, recently
replaced its Act solution with Microsoft Dynamics CRM, integrated with
Parature. Chemstations had also evaluated, but ultimately
selected Parature and Microsoft Dynamics together to provide a complete CRM
solution for managing customer relationships and improving the customer

“Having all of these critical elements to customer service, such a web
portal, self-service knowledgebase, social customer service and mobile
access made selecting Microsoft Dynamics an obvious choice for our
business,” said David Hill, Manager of Technical Support for Chemstations.
“No other CRM solution provided such a comprehensive level of customer
service options across multiple platforms. The integration between Microsoft
Dynamics and Parature allowed us to modernize our sales CRM and customer
service in ways we have dreamed of for a decade.

“To achieve our goals with would have required the most
expensive package and professional customization,” said Hill.

“Expanding the partnership with Parature, and integrating further across its
suite of customer service solutions made sense for us because our business
customers need to engage directly with their customers on multiple
platforms, including social, mobile and chat,” said Craig Dewar, Director,
Microsoft Dynamics CRM Product Marketing. “Parature has been a leader in
customer service software for more than a decade, and it has expanded into
multiple platforms and has continuously launched new products. Its service
commitment to enterprises and the mid-market dovetails nicely with our
expertise in this area, as well.”

“Microsoft really understands the importance of customer service and giving
customers multiple options for connecting with businesses in real-time,
24/7,” said Duke Chung, Co-Founder and Chairman of Parature. “We are excited
to deepen this partnership and further integrate our software with theirs to
provide businesses with the most comprehensive multi-channel customer
service system available.”

About Parature
Parature is the industry’s leading provider of cloud-based customer
engagement solutions and is used to support approximately 55 million end
users worldwide. Parature empowers customer service organizations to
monitor, manage, resolve and respond to a high volume of service issues
across multiple communication channels, including the growing number of
service-related conversations that are happening every day within social
media channels. With more than a decade of experience, Parature delivers
support and social media engagement and management solutions to mid-size and
enterprise organizations across a wide variety of industries. Parature is
among the 2012 Deloitte Technology Fast 500 and is the recipient of numerous
product, technology, and leadership awards. Parature is used by some of the
world’s most innovative organizations, federal agencies and companies,
including IBM,, the EPA, Tagged, the National Network of Digital
Schools and Threadless. Parature is headquartered in Herndon, Virginia. For
more information, visit, follow @parature on
Twitter, or like us on Facebook at

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