Parature Releases Next-Gen Version of Service Desk


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Parature Releases Next-Gen Version of Service Desk Streamlined User
Interface, New Ticket Toolkit Among Features; Parature Introduces Its Mobile
Service Desk

Parature Puts Its Customers First with Next-Gen UI for Agents That Includes
Enhanced Customer Toolkit, Advanced Search and Real Time Performance Updates

HERNDON, VA – July 30, 2012 – Parature, a global leader in cloud-based
customer service software, announced today a new version of its Parature
Service Desk to streamline efficiencies for customer service representatives
(CSRs). This sophisticated next-gen version of the Parature Service Desk is
a strong example of Parature’s brand promise, Customer Service Software That
Revolves Around You (TM), and the company’s continuing commitment to
customer service excellence.

With the 2012 Parature Service Desk software, CSRs will log into a brand new
agent interface with faster, easier access to customer information, as well
as improved usability and readability for even more efficient customer
service and support.

“We are extremely impressed with the new layout and user interface from
Parature,” said Jeffrey Mullins, Assistant Director of Journal Services,
American Chemical Society. “With this version, our agents can conduct
advanced customer searches, access important account information, and view
service histories more quickly than ever before. The new look and the new
functions are exciting. When we can save time for our agents, and make their
jobs easier, then we are able to provide better, more thorough service to
our customers with faster response times.”

In 2012, Parature revised its branding with a new logo, new website and an
updated, forward-thinking look and feel for the company. But the change was
not just a visual one. With the rebranding, Parature firmly established its
competitive differentiator: customer service and customer service software
that revolves around Parature’s customers.

“Our customers’ experience, and in turn, the service experience of their
customers, is incredibly important to us,” says Ching-Ho Fung, CEO and
Co-founder of Parature.

“As we approach 50 million end users, innovating Parature’s service desk
means even more to us,” says Fung. “For our new customers, and for those who
have been with us more than a decade, we want to give them the best UI
available, a UI for the next generation of service agents.”

Features of the 2012 Parature Service Desk include:

. Service Desk User Experience Enhancements
The new service desk now reflects Parature’s new branding, giving Parature
users improved usability and readability, with more service desk information
now located above the fold and available for view without additional
scrolling. This next-gen UI makes key customer service processes and the
360o view of the customer quickly accessible for improved usability.

. New Customer Toolkit
The Ticket Toolkit puts the most critical customer information in view at
all times showing the top 10 Customer and Account fields. Agents also have
one click access from the Toolkit to open full customer or account
information in a new tab. A new WYSIWYG editor provides increased speed and

. Advanced Customer Search
Agents can now find customers more quickly and easily via a single search.
An updated Customer Quick Search feature now searches across all fields for
a contact. CSRs simply enter their search term and Parature’s software
searches across all fields on the customer including custom fields, account
name and SLA.

. Real-time Parature Performance Updates provides real-time information on the performance of the
Parature system, allowing Parature users to conveniently check and view the
performance status of Parature at any time, and provides RSS notifications
of any system issues.

. Share Ideas for CSRs
Share Ideas allows Parature users to submit and vote on product enhancements
and feature requests. Parature continuously reviews all submissions and
votes and uses these as inputs to the product roadmap. The product team
updates ideas as they are placed on the roadmap, planned for a next release
or released into production.

. Audit History / Change Tracking
Customer Administrators can now track who has made changes to Customer and
Account fields, when they made changes, and what changes have been made to
provide for better accountability when it comes to all-important customer
and account information.

. Email Reply Settings
New settings provide control over how Email replies act on Closed or Solved

. Discrete CC Notifications
A new option specific to notifications to CC’ed Customers or CSRs ensures
companies reach the right audience with its message.

. Custom Assign Action
Ticket Administrators have the ability to map assign or clone actions to a
specific Queue or Department. In turn these actions can be integrated into
the workflow to only be available to specific users or at specific times.

. Comparisons for Null, Not Null to Criteria Editor
New Criteria Editor supports “null” and “not null” comparisons, simplifying
rules logic and making it easier to maintain.

. Parature to JIRA Integration
This integration improves collaboration and communication between your
support agents working in Parature and your developers working in JIRA, the
leading bug tracking and project tracking software, by automatically
creating JIRA issues from Parature tickets and updating important
information between the two systems.

“What’s terrific about Parature is that they listen to their individual
customers’ ideas and requests for their product,” says Nancy Porte, Vice
President, Customer Experience for Vovici, a Verint company, “and the
enhancements they make, like the ones in this release, improve customer
service processes for everyone.”

Mobile Service Desk
Parature is also introducing its mobile service desk which includes
web-based mobile access to the Parature service desk via all major mobile
and tablet browsers (W7, Android, Mobile Safari). The service desk always
remains up to date, with no app to update or install. Agents can easily
switch between multiple Parature departments, look up tickets by ticket
number, access ticket views and queues, perform actions and update tickets.

“We’ve designed this new version of our Service Desk with the agent in mind,
incorporating important feedback from our clients on what would make things
more efficient for them,” says Fung. “We’re proud to roll out these
features to our more than 1,000 customers, and will continue to make
improvements to both our Service Desk and Customer Portal to constantly
improve on the customer service experience and ensure our commitment to
service excellence.”

For more information about the 2012 Parature Service Desk, click here:

About Parature
Parature is the industry’s leading provider of cloud-based customer
engagement solutions and is used to support approximately 50 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 Inc. Magazine’s Top 100 Fastest Growing Private Software Companies 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 Tagged, Evernote 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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