Follow Us

We use cookies to provide you with a better experience. If you continue to use this site, we'll assume you're happy with this. Alternatively, click here to find out how to manage these cookies

hide cookie message

Microsoft buys Parature for customer self-service software

More details of Microsoft's plans for Parature will come at March's Convergence conference

Article comments

Microsoft is rounding out its Dynamics CRM (customer relationship management) product by acquiring Parature, maker of cloud-based software companies can use to create self-service portals for customers.

Terms of the deal, which is expected to close within 30 days, were not disclosed. Parature's roughly 100 employees will be brought into Microsoft, said Fred Studer, general manager of Dynamics product marketing.

Microsoft had already partnered with Parature but decided it was time to acquire the company, in the belief that self-service is becoming a preferred way for customers to get help with products and services, according to Studer. "We think most customers would prefer self-service than calling an old-school call center and talking to a customer service agent," he said.

Parature's software, which also includes a recently upgraded knowledge base, can be reskinned to match a company's logos and design schemes. Customers include Ask.com, the U.S. Environmental Protection Agency and IBM and Parature's software serves 70 million users, according to Microsoft.

More details of how Parature will fit into Dynamics will be disclosed soon, Studer said.

The acquisition follows Microsoft's purchases of marketing software vendor MarketingPilot and social media monitoring provider Netbreeze. All three deals reflect Microsoft's effort to create a set of CRM-related technologies that cover scenarios from making an initial sale to servicing customers post-purchase and sparking repeat business. SAP, Oracle and Salesforce.com are pursuing similar strategies.

Buying Parature "fills in a key gap" for Dynamics CRM, analyst Ray Wang of Constellation Research wrote in a blog post: "Microsoft CRM currently has a customer care offering that delivers core customer service with case management, universal queuing and routing, and light scheduling and field service. Parature provides key self-service knowledge base software, core customer service, live chat, mobile access, survey and feedback capabilities, social monitoring, and Facebook portal capabilities to the Microsoft service offering."

The knowledge base is Parature's "crown jewel" and "one of the most modern in the industry," Wang added.

CRM is the fastest-growing member of the Dynamics family, which includes several ERP (enterprise resource planning) applications as well, but buying Parature was a smart move, according to Wang.

"In head-to-head deals, the Dynamics CRM unit is giving Salesforce.com the most competition," he wrote. "The acquisition of Parature shows that Microsoft is willing to make strategic bets to accelerate time to market of key offerings such as customer care. Parature accelerates Microsoft's efforts in customer care by 24 months."

Chris Kanaracus covers enterprise software and general technology breaking news for The IDG News Service. Chris' email address is Chris_Kanaracus@idg.com



Share:

More from Techworld

More relevant IT news

Comments



Send to a friend

Email this article to a friend or colleague:

PLEASE NOTE: Your name is used only to let the recipient know who sent the story, and in case of transmission error. Both your name and the recipient's name and address will not be used for any other purpose.

Techworld White Papers

Choose – and Choose Wisely – the Right MSP for Your SMB

End users need a technology partner that provides transparency, enables productivity, delivers...

Download Whitepaper

10 Effective Habits of Indispensable IT Departments

It’s no secret that responsibilities are growing while budgets continue to shrink. Download this...

Download Whitepaper

Gartner Magic Quadrant for Enterprise Information Archiving

Enterprise information archiving is contributing to organisational needs for e-discovery and...

Download Whitepaper

Advancing the state of virtualised backups

Dell Software’s vRanger is a veteran of the virtualisation specific backup market. It was the...

Download Whitepaper

Techworld UK - Technology - Business

Innovation, productivity, agility and profit

Watch this on demand webinar which explores IT innovation, managed print services and business agility.

Techworld Mobile Site

Access Techworld's content on the move

Get the latest news, product reviews and downloads on your mobile device with Techworld's mobile site.

Find out more...

From Wow to How : Making mobile and cloud work for you

On demand Biztech Briefing - Learn how to effectively deliver mobile work styles and cloud services together.

Watch now...

Site Map

* *