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Parature to Bolster Microsoft Dynamics CRM

Written By: Predrag Jakovljevic
Published On: January 8 2014

Microsoft Corp. recently announced that it has reached a definitive agreement to acquire Parature, a Herndon, Virginia-based private provider of cloud-based customer engagement solutions. The acquisition will add customer self-service capabilities to further accelerate the Microsoft Dynamics vision of helping organizations deliver amazing customer experiences.
 
As a provider of cloud-based customer service software to midsize and enterprise organizations, Parature has a reputation for outstanding customer service with 70 million users worldwide and more than 500 well-known brands, including Ask.com, the United States Environmental Protection Agency, IBM, Saba Software Inc., Tagged Inc., and Threadless. The company’s approach to its solutions enables organizations to take advantage of an extendable knowledge base available through self-service portals on the Web and Facebook, support ticketing, mobile customer care on virtually any device the customer chooses to use, social customer support, and chat for both traditional customer service scenarios and proactive sales engagement to create new, revenue-generating opportunities for the business.
 
Microsoft has already had a partnership with Parature related to Microsoft Dynamics CRM. The attractiveness of Parature for Microsoft was that it has a comprehensive vision for customer care and self-service solutions that aligns closely to the Microsoft Dynamics vision of delivering amazing customer experiences. Parature has a strong focus on empowering employees inside the organization to do their best work. Its product suite is built on Microsoft technologies available in the cloud, for mobile devices, and customers can start using and benefitting from the solution today.
 
Microsoft has been quite selective when it comes to acquiring products to bolster Microsoft Dynamics. In a nutshell, here Microsoft gets a proven, competitive enterprise cloud service that already supports hundreds of brands, while reinforcing its Devices & Services approach by allowing end customers to interact with an organization on whatever device they prefer. Parature’s feature set complements the existing Microsoft Dynamics CRM customer-care solution with core strengths in workflow, extensibility, and process-driven user experiences that allow contact center agents to do their best work.
 
Microsoft will continue to offer Parature solutions and support all new and existing customers as the company works to further enhance these offerings. Bob Stutz, Corporate Vice President Microsoft Dynamics CRM, provides more rationale for the acquisition in his blog.  
 
The acquisition lends proof to the fact that the call center and support-oriented customer relationship management (CRM) deployments are on the rise in part due to legacy deployments being ripe for replacement. Microsoft Dynamics CRM has seen notable growth in recent years, but it faces fierce competition from salesforce.com, SugarCRM, Oracle, and other cloud software firms. The product still lags behind the market share of salerforce.com and Oracle. Salesforce.com has seen healthy uptake for its Service Cloud customer support platform, while Oracle Service Cloud is founded on the 2011 acquisitions of RightNow and InQuira.
 
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