Microsoft has rolled out the Spring ’15 release for Parature, Redmond’s self-service customer relationship management (CRM) offering.
According to Bill Patterson, senior director of customer self-service solutions at Microsoft, the Spring ’15 release announced Wednesday “is the largest release in the history of Parature in terms of features and functionality.”
“We’re incredibly excited about the capabilities we’re delivering here across all major service channels, including self-service, mobile, social, chat, portal and ticketing. Even more exciting is how Parature’s market expansion, omni-portal, multilingual and translation capabilities now enable it to be deployed in enterprises on a global scale,” Patterson added.
Microsoft Parature’s solution now offers “more sophisticated, above-the-service-queue” insights, Paterson said.
The updated Parature release includes multilingual and translation capabilities, Parature’s knowledge integration with Microsoft Dynamics CRM, and the introduction of Parature’s omni-portal that will enhance enterprise service scenarios. The latest release also adds support for Instagram, YouTube and LinkedIn as new “channels” for customer self-service.
“More and more, people are choosing the brands that give them unique, tailored and fulfilling customer service experiences,” said Bob Stutz, corporate vice president of Microsoft Dynamics CRM.
“Parature’s customer-centric capabilities enable organisations to deliver personalised customer care and, when combined with the clear business processes and intelligence of Microsoft Dynamics CRM, give our customers the high-quality solutions their businesses demand.”
Microsoft acquired Parature, a provider of cloud-based customer engagement systems, in January 2014 for an undisclosed amount.
The latest Parature release is available in 10 languages and 50 markets worldwide, and includes over 30 new features to increase productivity and proactivity of customer service teams, Microsoft said.
