Improved Agent Efficiency and Case Management through Updates in Service
Level Agreements, Automation, In-app Mashups, Mobile Service Desk, and
Reporting Help Mid-Market to Enterprise Businesses Save Money, Improve
Service
NEW YORK, NY August 19, 2013 Parature, a global leader in
cloud-based customer service software, unveiled today at CRM Evolution
2013 a preview of the latest version of its award-winning Service Desk,
continuing its commitment to provide customer service representatives (CSRs)
with the most intuitive, efficient platform to deliver high quality,
multichannel customer support.
Among the latest features are significant upgrades in tracking Service Level
Agreements, more powerful rules for routing and alerting, updates to the
Mobile Service Desk, new rules-based custom email templates and a new,
intuitive interface to create reports faster and deliver them in more
formats. For mid-market to enterprise organizations that need to support
their customers across more channels without rising costs, Paratures
Service Desk and its latest updates in automation and improved efficiencies
for agents is an optimal solution.
Were excited about this latest version of the Parature Service Desk, said
Eric McKirdy, Global Customer Care Manager at Ask.com. New features like
automation, advanced reporting, custom email templates and the improvements
to the Mobile Service Desk allow Ask.com to provide faster and more personal
customer care to our millions of users.
This is a release that everyone should be excited about, said Anne-Marie
Bitman, VP of Customer Support at Personify. With more than 30 new
features, I believe we will be implementing almost all of them. We are a
data driven organization, and the new reporting capabilities will allow us
to make better business decisions.
The improvements to the Mobile Service Desk allow my staff and consultants
to create and update tickets when away from the office, continued Bitman.
The new Ticket level SLAs will be crucial for us to monitor response and
resolution SLA health.
Among the newest features of the Service Desk are:
SLA-based Ticketing Built into the core of Paratures Ticket Module,
SLAs can be applied to Tickets through automated rules based on the context
of the Ticket or the Customer associated with the Ticket. Teams can now
prioritize their support tickets not just based on the classification of a
ticket or a contractual SLA, but the convergence of who the customer is,
his/her value to your business and any contractual obligations. Agents are
able to prioritize their day and what needs their attention through an easy
to understand set of icons and color scheme that communicates to the agents
the SLA status of each and every Ticket.
Automation Agents can now utilize more powerful rules and alerts,
including setting fields and on-demand alerts. The more automation built
into the system, the less work customer service teams needs to do manually,
saving the agents valuable time for more complex questions. Agents can now
stay on top of tickets close to violating SLAs, automate ticket
classifications and route tickets more effectively.
Widget and API improvements – HTML type widgets let CSRs create mashup
Widgets and full Service Desk Tabs, pull in additional contextual
information from Parature, edit associated objects, or create integrations
into other systems. Widgets and Service Desk Tabs no longer require hosting
outside of the Parature Platform. CSRs can build widgets that allow them to
quickly edit a ticket, merge contacts or lookup information in other systems
on behalf of the CSR. API improvements give businesses a blank canvas to
build fully integrated applications on top of the Parature system with the
built-in security and permissions of Paratures Service Desk.
Mobile Service Desk Agents working in the field can create and edit new
Tickets and make changes to existing Tickets based on new information from
any mobile device. They can also attach videos, pictures and files to the
Tickets from mobile devices.
Multiple Custom Email Templates Agents can now create email templates to
match brand, messaging or language and use rules to select them
automatically instead of requiring an agent to select one each time.
Premium Reporting Upgrade The new interface is easier to use and works
across all modern browsers. New tools allow CSRs to make more visually
appealing reports faster, create multiple schedules, and deliver them in
more formats.
Parature is committed to providing CSRs with a multichannel platform that
has easy-to-use, yet powerful ticketing, routing and reporting tools, so
that providing personalized customer service anytime, anywhere, is as simple
as possible, said Duke Chung, Co-founder of Parature. This newest version
of our Service Desk takes into account the features that matter most to our
customers and their customer service teams to make their jobs more efficient
and productive, and to enable them to engage quickly with their customers on
any platform, whether thats the phone, web, email, mobile or social.
For a preview of the newest version of the Parature Service Desk,
contact [email protected].
About Parature
Parature is the industrys 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 vendors on the Gartner Magic Quadrant for the CRM
Customer Engagement Center and the Deloitte Technology Fast 500, and is the
recipient of numerous product, technology, and leadership awards including
the 2013 CRM Watchlist, 2013 CRM Magazine Service Leader Awards, 2013 Stevie
Awards, 2013 TMC/CUSTOMER Magazine CRM Excellence Awards and the 2013 Frost
& Sullivan North American Social Customer Service Applications Customer
Value Enhancement Award. Parature is used by some of the worlds most
innovative organizations, federal agencies and companies and is
headquartered in Herndon, Virginia. For more information, visit
www.parature.com, follow @parature on Twitter or like us on Facebook at
facebook.com/parature.
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