Newsletters
Customer Relationship Management News NewsFactor Sites:       NewsFactor.com     Enterprise Security Today     CRM Daily     Business Report     Sci-Tech Today  
   
Home CRM Systems Customer Service Business Intelligence Sales & Marketing More Topics...
Build Apps 5x Faster
For Half the Cost
Enterprise Cloud Computing

On Force.com
Customer Service
24/7/365 Network Uptime!
Average Rating:
Rate this article:  
Microsoft Boosts Dynamics CRM with Parature Purchase
Microsoft Boosts Dynamics CRM with Parature Purchase

By Barry Levine
January 7, 2014 9:21AM

Bookmark and Share
Regarding Microsoft's acquisition of Parature, industry analyst Laura DiDio, with Information Technology Intelligence, describes it as a “connect-the-dots purchase,” adding that “all of their competitors are also making needed acquisitions.” The Parature purchase bolsters what Microsoft has already been doing in the CRM arena.
 


The leapfrog competition between the leading CRM vendors took another leap on Tuesday, as Microsoft announced it has reached an agreement to buy customer engagement provider Parature. The purchase gives the technology giant access to state-of-the-art knowledge base and self-service capabilities for online customers, rounding out Dynamics CRM’s abililty to offer a more complete set of tools for users looking to solve their own problems.

In a statement accompanying the announcement, Microsoft Dynamics CRM corporate vice president Bob Stutz said that the acquisition represented “a perfect fit for every business and will enable us to offer customers one of the best cloud-based solutions for customer self-service.” Terms of the deal were not announced, but there are reports the pricetag was $100 million.

Founded in 2000 by five Cornell students, the Herndon, Virginia-based Parature offers cloud-based customer service and has been backed by more than $30 million in funding from Valhalla Partners and others.

70 Million Users

The company currently has 70 million users worldwide -- twice what it had two years ago -- and its clients include over 500 known brands, such as the U.S. Environmental Protection Agency and IBM. It offers an extendable knowledge base through portals available on Web sites or through Facebook, as well as support ticketing, social customer support and chat. The chat service is designed for both customer service and marketing to customers.

Parature, a Microsoft partner, will be integrated more fully into Dynamics CRM, but will also continue to be offered as a standalone service, as least for the time being. Microsoft said that further details about the Parature integration will be made public in the next few months.

With the Parature acquisition, Dynamics CRM can fill out its customer experience depth, particularly through a knowledge base that includes contextual search and predictive analysis, and through an integration into social media processes and profiles. Parature’s solution also offers support material, such as online videos or forms, and can monitor trends on social media.

‘Connect-the-Dots Purchase’

Laura DiDio, an analyst with industry research firm Information Technology Intelligence Corp, described the Microsoft purchase as a “connect-the-dots purchase,” adding that “all of their competitors are also making needed acquisitions.” She said that the purchase “bolsters what Microsoft was already doing.”

She noted that, “rather than being a gamechanger, this purchase says ‘we’re staying in this game as a market leader.’”

The acquisition is only the latest in a stream of consolidations by CRM providers that are intended to provide perceived missing capabilities, as customer service and marketing continue to redefine themselves and blend together with expanded capabilities, and customers continue to expect a greater number of reliable response mechanisms across channels.

On Monday, enterprise performance provider Verint Systems agreed to buy competitor and leading customer service provider, Kana Software, for about half a billion dollars. This follows the announcement in December by Oracle that it was buying marketing software vendor Responsys for $1.5 billion. In fall of 2012, Microsoft bought marketing automation vendor MarketingPilot, and, in March of last year, it acquired social analytics firm Netbreeze.
 

Tell Us What You Think
Comment:

Name:



Your Next Generation Data Center Is Here! Vblock™ Systems: the world's most advanced converged infrastructure are built on the Cisco Unified Computing System with Intel® Xeon® processors. Vblock™ Systems deliver extraordinary time to market, ROI and TCO, and flexibility to meet your continually changing demands with 5X faster deployment, 96% less downtime, and 1/2 the cost. Click here to learn more.


 Customer Service
1.   Bezos Talks Grocery Delivery, Drones
2.   Watson Boosts Customer Engagement
3.   Comcast Customer Service Makeover
4.   High Cost of Great Customer Service
5.   Customers Need Marketing's Attention


advertisement
Watson Boosts Customer Engagement
Future of customer interaction tech?
Average Rating:
Bezos Talks Grocery Delivery, Drones
Amazon's future touted for shareholders.
Average Rating:
Comcast Customer Service Makeover
Goal is Uber-like praise for service.
Average Rating:
Product Information and Resources for Technology You Can Use To Boost Your Business

Network Security Spotlight
Heartbleed Could Cost Millions, Could Have Been Prevented
Early estimates of Heartbleed’s cost to enterprises are running in the millions. The reason: revoking all the SSL certificates the bug exposed will come at a very hefty price. Some say it all could have been avoided.
 
Michaels Says Nearly 3M Credit, Debit Cards Breached
Arts and crafts retail giant Michaels Stores has confirmed that a data breach at its POS terminals from May 2013 to Jan. 2014 may have exposed nearly 3 million customer credit and debit cards.
 
Google's Street View Software Unravels CAPTCHAs
The latest software Google uses for its Street View cars to read street numbers in images for Google Maps works so well that it also solves CAPTCHAs, those puzzles designed to defeat bots.
 

Enterprise Hardware Spotlight
Vaio Fit 11A Battery Danger Forces Recall by Sony
Using a Sony Vaio Fit 11A laptop? It's time to send it back to Sony. In fact, Sony is encouraging people to stop using the laptop after several reports of its Panasonic battery overheating.
 
Continued Drop in Global PC Shipments Slows
Worldwide shipments of PCs fell during the first three months of the year, but the global slump in PC demand may be easing, with a considerable slowdown from last year's drops.
 
Google Glass Finds a Home in Medical Education, Practice
The innovative headpiece may find its niche in markets where hands-free access to data can be a big advantage. Glass experiments for doctors are already under way, with some promising results.
 

Mobile Technology Spotlight
Review: Siri-Like Cortana Fills Windows Phone Gap
With the new Cortana virtual assistant, Windows catches up with Apple's iOS and Google's Android in a major way, taking some of the best parts of Apple's and Google's virtual assistants, with new tools too.
 
With Galaxy S5, Samsung Proves Less Can Be More
Samsung has produced the most formidable rival yet to the iPhone 5s: the Galaxy S5. The device is the fifth edition of the company's successful line of Galaxy S smartphones, and shows less can be more.
 
Facebook Rolls Out Potentially Intrusive Location-Sharing
Looking for friends? Facebook users in the U.S. will soon be able to see which of their friends are nearby, using a smartphone's GPS. Could be a cool feature in some cases, or way too much information.
 

Navigation
CRM Daily
Home/Top News | CRM Systems | Customer Service | Business Intelligence | Sales & Marketing | Contact Centers | Customer Data | CRM Press Releases
NewsFactor Network Enterprise I.T. Sites
NewsFactor Technology News | Enterprise Security Today | CRM Daily

NewsFactor Business and Innovation Sites
Sci-Tech Today | NewsFactor Business Report

NewsFactor Services
FreeNewsFeed | Free Newsletters | XML/RSS Feed

About NewsFactor Network | How To Contact Us | Article Reprints | Careers @ NewsFactor | Services for PR Pros | Top Tech Wire | How To Advertise

Privacy Policy | Terms of Service
© Copyright 2000-2014 NewsFactor Network. All rights reserved. Article rating technology by Blogowogo. Member of Accuserve Ad Network.