Parature Summer ’11 Released into the Cloud Today; Enhanced web analytics, flexible portal styling and support for myriad mobile platforms among key features


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Vienna, VA – July 6, 2011 -Parature, the industry’s leading provider of
cloud-based customer engagement solutions, today released Parature Summer
’11, a more powerful version of its cloud platform designed to enhance its
customers ability to manage the entire customer support and engagement
process and ensure maximum benefit. Key features of the newest release
include a next generation customer experience portal that enables every
company to fully customize their own portal to fully reflect their unique
brand’s look and feel as well as extend that experience to every mobile
device and platform available on the market today. Summer’11 also includes
enhanced web analytics and search engine optimization that improves indexing
of knowledge base articles and supports a company’s overall search engine
optimization strategy.

When trying to troubleshoot and self-resolve support issues, today’s
customers go straight to search engines regardless of their device of
choice-laptop, iPad, smartphone or desktop. Companies that can provide
searchable articles and self-help assets to customers empower them to
rapidly resolve their own issues, reducing the number of costly one-to-one
interactions with customer support representatives as well as improve
overall customer satisfaction and search engine rankings.

Parature supports more than 3,000 customer portals today. With Parature’s
next generation customer engagement portal, organizations can now easily
brand and personalize the website service experience, transforming it into a
highly interactive online experience for customers. Companies can take full
control of portal design and incorporate Web 2.0 technologies in the form of
widgets, videos, search engine indexing and live chat. This is all designed
to help companies focus on more positive customer experiences across all
touch points and communication channels to improve overall customer
satisfaction and loyalty.

Parature Summer ’11, available now in the company’s multi-tenant cloud,
builds on the company’s tradition of providing solutions that streamline and
automate multi-channel customer engagement that strengthens brand
perception, facilitates self-service issue resolution, ensures service and
support are provided in every communication available to today’s
consumer-from Facebook to the Web-and, reduces costly one-to-one

New features include:
. Advanced Portal Styling with full CSS control that extends a brand
to any channel while also enabling quick and easy web updates and search
engine-indexed data.
. Options to choose pre-designed interactive portal templates or the
ability to include unique HTML and Javascript to ensure the support portal
reflects the customer’s brand identity and objectives.
. Search Engine Optimization tools to ensure support-related articles
and assets can be found by those who need them most: customers.
. In-depth and improved analytics that cross multiple channels,
including enhanced support for web analytics, an updated usage dashboard,
and search reporting for Parature for Facebook knowledgebases.
. Support for every mobile device and platform on the market to date
through the optimal rendering of Portal information, regardless of device.
. Ability to mass edit up to 100 tickets at a time, significantly
increasing agent efficiency and data accuracy.
. Configurable information presentation based on a unique visitor’s
location and demographics like business hours, ensuring that each customer
receives an individualized experience.

One of Parature’s many partners, Houndstooth Consulting is excited about the
new capabilities, and the potential it holds for its many clients.

“Parature’s next generation customer engagement portal give organizations
like DirectTV the power to fully personalize their customer support touch
points, all while wrapping it within their overall brand experience.
Parature delivers on the promise of offering their customers a more flexible
and interactive customer experience platform for online support,” said Sean
McCoy, President of Houndstooth Consulting.

“Today’s consumers have big expectations and brand marketers and support
executives need to ensure that every customer engagement not only resolves
issues quickly and profitably, but also maintains the full brand experience.
” said Ching-Ho Fung, CEO of Parature. “We’ve listened to our customers and
today’s release empowers Parature customers with the ability to provide a
rich and rapid experience that promotes self-issue resolution while also
making support information more accessible and easy-to-find for overall
profitable process improvements in customer retention, acquisition and

Parature Summer ’11 is generally available today for all current and new
customers. More information can be found at

About Parature
Parature is the industry’s leading provider of cloud-based customer
engagement solutions and is used to support nearly 30 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 Rosetta Stone, LivingSocial,
Gatorade, SuccessFactors and Threadless. Parature is headquartered in
Vienna, Virginia. For more information, visit , follow
@parature on Twitter, or like us on Facebook at

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