Microsoft Rolls Out Parature Self-Service CRM Update

The self-service customer relationship management package bought last year by Microsoft got an upgrade this week. The new version of Parature, to be released this spring, includes more than 30 high-priority customer capabilities, according to Microsoft.

The update emphasizes productivity for customer service professionals by delivering insights designed to help agents quickly understand, diagnose and resolve issues that customers might face. With the new release, Parature will be available via Microsoft Online Services in 50 markets and 10 languages worldwide.

In developing the update, Microsoft worked on user interface and under-the-hood enhancements aimed at improving agent productivity, especially in the area of working with bulk data and search.

"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. "ParatureEUs customer-centric capabilities enable organizations to deliver personalized 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."

Access to More Channels

The update offers support for more social channels. Existing support for Twitter and Facebook will be joined by Parature support for YouTube, Instagram and LinkedIn. The latter might indicate that Microsoft wants to expand ParatureEUs reach from being mostly consumer-oriented to having a business-to-business presence as well.

Users will also be able to manage related articles through the Parature API. With that feature, knowledgebase authors can use automated processes and third-party tools to create lists of related articles. These processes can also add knowledgebase articles to -- or remove articles from -- lists of related articles when creating or updating knowledgebase content.

Parature users also will be able to retrieve, add and edit knowledgebase article keywords via automated processes using the Parature API. Agents will be able to use background processes, integrated content,...

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