Parature Launches Next Generation of On-Demand Customer Support Software
Summer â??07 Exceeds Industry Standards with Comprehensive Reporting Functionality Integrated Across Paratureâ??s Customer Support and Help Desk Management Software
Vienna, VA (July 09, 2007) – Parature, a global leader in on-demand customer support and help desk software, today announced the launch of Parature Summer ’07, the latest version of its award winning customer support software. Parature Summer ’07 delivers the most comprehensive reporting functionality to customer support professionals and continues to fundamentally change the way organizations support their customers by enabling them to obtain valuable integrated customer support data from one place.
“We are continuing to set the standard for support teams worldwide with our commitment to bring best-in-class customer support software to market” stated Duke Chung, Parature CEO and President. “Summer ’07 affirms our leadership by utilizing the most innovative technology to enable organizations to exceed customer expectations and adapt to change faster than their competitors while maintaining a low cost structure.”
The Summer ’07 release is the culmination of months of dedicated research and solicited customer feedback, resulting in the largest, most robust Parature release to date. Parature Summer ’07 includes several new enhancements including ‘Premium Reporting’ which delivers additional in-depth custom reporting capabilities for organization’s to gain valuable insight into key areas of support. Powerful ticketing and portal enhancements also promise to help customer support professionals communicate and share information more effectively.
Premium Reporting
The ability to create customized reports using the Premium Custom Report Designer – Summer ’07 enables advanced ad hoc custom reporting to allow enterprise users to best meet the specific reporting needs of their organizations and to create executive-ready reports and charts. Users have the ability to combine results from different areas of their support organization in one report, such as accounts, customers, chats, downloads, Knowledge Base, and tickets In addition, users are able to account for their organization’s business hours when reporting on time-based measures for tickets and can create ‘time-in-status’ reports to evaluate the entire workflow of their support system.
Enhanced reporting capability with a suite of 19 Premium Packaged Reports – Designed to effectively report on historical performance, growth, and activity, enterprise users will have seamless access to these reports enabling improved reporting on ticketing workflows, Knowledge Base activity, download file history, and account & customer information. The Summer ’07 ‘Premium Report Viewer’ offers the delivery of any ‘Premium Report’ through the Report Scheduler.
Conveniently schedule any of the new ‘Premium Reports’ to run as needed – This easy-to-configure scheduler enables users to define the date and time a report should be run and email the report to any recipient. Summer ’07 allows the reports to be delivered in multiple formats including xls and pdf with the flexibility to run and deliver them on a regular basis, such as once, daily, weekly, or monthly.
Instantly access the results of previously run ‘Premium Reports’ -Each time a Premium Report is run, the results will be saved as an instance of the report allowing users to view any previous instance to monitor trends or track progress. Summer ’07 enables users to retain report instances as long as necessary to provide historical references, as well as save any report to their desktop in xls or pdf format in the event they need to maintain local copies of reports.
Ticket Feature Enhancements
Communicate more effectively with multiple ticket attachments – Summer ’07 allows users to easily attach up to ten files of pertinent information on each ticket. This enhancement ensures that the appropriate files are easily shared between customers and support representatives.
Easily share important data files – Summer ’07 allows tickets to accept files up to 25 megabytes in size for each attachment enabling the ability to deliver appropriate support documentation for more effective communication between customers and support representatives.
Real-Time Portal Changes
Make real-time support portal style changes – Administrators have access to ensure their portal is up-to-date with the easy-to-access Summer ’07 ‘Portal Style Sheet Editor’.
“Parature Summer ’07 delivers robust reporting capabilities, enabling us to more effectively manage operational efficiency by helping us to closely align our support reporting needs with our business,” said Michael Buckham-White, Director of Web Development – Web Sales, Premier Global Services.
With Parature’s Software-as-a-Service (SaaS) model, customers experience a seamless transition to Summer ’07, with no software to download or IT involvement required. All Parature customers have been upgraded and are using Summer ’07 today!
Source: Parature