Parature to Provide On Demand Customer Support Solution for WebEx Connect
Agreement Enables WebEx Connect Users to Easily Add On Demand Support Solution to Collaborative Workspace
Vienna, VA (January 16, 2007) – Parature, provider of award-winning, on demand customer support software, and WebEx (Nasdaq: WEBX), the leading provider of on demand applications for collaborative business on the web, have entered into an agreement to bring cost-effective, streamlined customer support to WebEx Connect users. Through this alliance, WebEx Connect customers will be able to easily integrate the Parature Customer Support Solution to create a collaborative, presence-enabled WebEx Connect workspace customized for their specific customer support business process. This third party application integration is made possible through the WebEx Connect platform, the first on demand platform built for collaborative business, found at http://webex.com/go/connectpartners.
The remote control desktop enables a person seeking help from an organization’s customer support division to voluntarily allow a support representative to take control of their computer desktop via the Internet, in order to guide them to a solution quickly and accurately. By incorporating remote control desktop and other customer support capabilities, such as incident management, web-based self service, automated product registration, customizable surveys, online discussion forums, and robust reporting, subscribing customers can expect decreased support costs and increased client satisfaction levels with no additional hardware, software or consulting requirements.
“Parature’s mission, to enable all businesses to leverage the Internet to provide outstanding customer support, fits very well with the mission of WebEx Connect,” stated Duke Chung, President and CEO, Parature. “We’re pleased to offer WebEx Connect clients the opportunity to use the Internet to streamline business processes and raise their support levels while reducing support costs, as our over 400 clients are currently doing. The future of software is based on the ability of consumers to easily and cost-effectively blend various applications and customize them for their specific needs, and this partnership is one more step we’re taking to bring that future to clients today.”
The Parature Customer Support Solution is one of the many applications users will be able to access through their personal WebEx Connect workspace and the WebEx Connect grid of applications. Announced in September 2006, WebEx Connect will enable users to integrate data from multiple applications into collaborative workspaces, custom designed for their particular workflows and business processes. Unlike traditional transactional applications, WebEx Connect is designed to improve productivity by enhancing collaboration and interaction between individuals. By leveraging open Web 2.0 protocols and collaborative WebEx application programming interfaces (APIs), WebEx Connect will make it easy to adapt on demand, desktop, and enterprise applications to create composite, “mash up” applications.
“Today’s big productivity gains are coming from using the web to collaborate with customers, colleagues and partners and the Parature Customer Support Solution is a great example of the new technologies that are helping companies realize these gains,” said David Knight, vice president, WebEx Connect. “By integrating the Parature Customer Support Solution and WebEx Connect, users will be able access the data, people and applications they need to provide efficient, high-quality virtual support from within their collaborative workspace.” For more information on how Parature’s Customer Support Solution can enable WebEx Connect clients to significantly improve their customer support capabilities and resulting satisfaction levels, visit http://www.parature.com/landing/customerservice.aspx
Source: Parature