New Microsoft Parature Release Promises Deeper Integration with Microsoft Dynamics CRM



Microsoft announced the Spring '15 release for Parature from Microsoft, adding new capabilities that empower brands and organizations to deliver engaging customer self-service solutions across applications, channels and devices. This new release emphasizes productivity for customer service professionals by delivering insights "above the service queue" to help agents quickly understand, diagnose and resolve issues that customers may face.

With its Spring '15 release, Parature is introducing more than 30 high-priority features that will not only increase the productivity and proactivity of customer service teams but also give agents increasing above-the-queue insights to improve and personalize each customer experience. The service also includes multilingual and translation capabilities, Parature's knowledge integration with Microsoft Dynamics CRM, and the introduction of Parature's highly anticipated omniportal that will enhance enterprise service scenarios.

"Parature's Spring '15 is the largest release in the history of Parature in terms of features and functionality," said Bill Patterson, senior director, customer self-service solutions, Microsoft, in a statement. "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, omniportal, multilingual and translation capabilities now enable it to be deployed in enterprises on a global scale."

The new Parature release will be available for purchase through Microsoft Online Services in 50 markets worldwide and offered in 10 languages.

"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, in a statement. "Parature's 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."