Parature Releases Its Next Generation of the Smartest Most Efficient Customer Service and Support Software
Fall â??08 Empowers Organizations with Diverse Feature Functionality and Enhancements
Vienna, VA (November 17, 2008) – Parature, a global leader in on-demand customer service software, announced today the launch of Parature Fall ’08, the latest version of its award winning customer service and support software. Parature Fall ’08 delivers increased flexibility to improve the productivity and efficiency of customer support professionals, enabling them to continue providing the superior support experience their customers expect.
“Parature continues to set the standard for support organizations worldwide with our commitment to bring the most innovative customer service and support software to market,” stated Duke Chung, Parature CEO and President. “Parature Fall ’08 reflects the dedication we have to our customers’ success. Delivering new feature functionality and numerous enhancements is just another example of Parature’s commitment to provide the smartest, most efficient way for organizations to serve and support their customers.”
Parature Fall ’08 is the culmination of months of dedicated research and solicited customer feedback. This release delivers a multitude of feature enhancements and updates, improving the service experience for all customers and end users. The flexibility of Parature Fall ’08 includes:
Parature Customer Roles
Increase efficiency and control with new Customer Roles. Tailor the support experience utilizing four new customer roles each with increasing levels of ticket permissions. Assign your customers the appropriate ticket privileges and scope of visibility to meet each customer’s individual needs from authorized support contacts to field service teams and more.
Parature Consultant
Gain increased flexibility and more accurate reporting with new functionality that associates a ticket to two customers – a primary contact and an additional contact. Empower your customers with the ability to submit and edit tickets on behalf of other customers.
Hide Ticket from Customer
Effectively use this new feature to create hidden tickets to manage internal support processes and issues. Limit the visibility to internal users, while still associating the ticket to the appropriate customer for reporting and tracking purposes.
Fast Forward
Increase your support team’s productivity using the knowledgebase fast-forward pop-up and a single click to insert just a link to a knowledgebase article or the full text.
Remember Portal Settings
Offer your customers a more personalized support portal experience enabling them to get the updates they need in fewer clicks. Portal visitors will now have the option to allow the system to remember the Accounts they were last working with, the type of tickets they were viewing, the sort order, and table paging options they set on their last visit.
Parature Video Skip Conversion for FLV Movie Files Experience improved control of knowledgebase video content with this new option for FLV movie files. High quality FLV movie files will skip the Parature video conversion process and will be uploaded in their original format to provide better movie quality.
With Parature’s Software-as-a-Service (SaaS) model, customers experience a seamless transition to Parature Fall ’08, with no software to download or IT involvement required. All Parature customers have been upgraded and are using Parature Fall ’08 today!
Parature enables any organization to fundamentally change the way they support their customers through its Software-as-a-Service (SaaS) delivery and integrated, intuitive design that empowers organizations to better and more efficiently serve, support, engage with and retain customers in today’s Web world. The seamlessly integrated suite of Parature Customer Service(TM) software modules allows organizations to effectively manage all of their support needs without additional hardware, software and IT expenses. Parature integrates everything in one dynamic, unified system to increase efficiency across entire organizations, improving processes among customer support, operations, development and sales.
Source: Parature