Newsletters
Customer Relationship Management News NewsFactor Sites:       NewsFactor.com     Enterprise Security Today     CRM Daily     Business Report     Sci-Tech Today  
   
Home CRM Systems Customer Service Contact Centers Business Intelligence More Topics...
Business Intelligence
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:





 Business Intelligence
1.   Watson's First Consumer-Facing Gig
2.   HP Drops $50M on Hortonworks
3.   Esri, SAP Team on Data Mapping
4.   Chief Customer Officers Boost Profits
5.   IBM Launches Big Data Cloud Service


advertisement
Watson's First Consumer-Facing Gig
Helps military adjust to civilian life.
Average Rating:
HP Drops $50M on Hortonworks
Targeting enterprise big data needs.
Average Rating:
Chief Customer Officers Boost Profits
CCO Council reporting the benefits.
Average Rating:
Product Information and Resources for Technology You Can Use To Boost Your Business

Network Security Spotlight
Researchers Working To Fix Tor Security Exploit
Developers for the Tor privacy browser are scrambling to fix a bug revealed Monday that researchers say could allow hackers, or government surveillance agencies, to track users online.
 
Wall Street Journal Hacked Again
Hacked again. That’s the story at the Wall Street Journal this week as the newspaper reports that the computer systems housing some of its news graphics were breached. Customers not affected -- yet.
 
Dropbox for Business Beefs Up Security
Dropbox is upping its game for business users. The cloud-based storage and sharing company has rolled out new security, search and other features to boost its appeal for businesses.
 

Enterprise Hardware Spotlight
Watson Gets His First Customer Service Gig
Since appearing on Jeopardy, IBM's Watson supercomputer has been making a living using his super-intelligent knowledge base for business verticals. Now, Watson's been hired for his first customer service job.
 
Tablet Giants Apple and Samsung Feel the Heat
When a company saturates its home market with a once-hot product, expect it to pump up efforts elsewhere. Apple, for its part, is now pushing iPads to big corporations and the enterprise market.
 
Microsoft Makes Design Central to Its Future
Over the last four years, Microsoft has doubled the number of designers it employs, putting a priority on fashioning devices that work around people's lives -- and that are attractive and cool.
 

Mobile Technology Spotlight
T-Mobile Calls 'BS' on AT&T's New Promotion
While Verizon Wireless is moving to throttle bandwidth hogs, a scrappy T-Mobile is taking on the giants with a limited-time promotion it hopes will drive up the churn rates of its wireless rivals.
 
Microsoft Update to Windows Phone 8.1 Already Coming
An update to Windows Phone 8.1 is on the way just weeks after the release of the product itself. Microsoft has begun detailing some of the update features to phone manufacturers.
 
Stanford Researchers Report Battery Breakthrough
Stanford researchers have found a way to use lithium in a battery's anode, a breakthrough that could triple capacity and has been described as the "holy grail of battery science."
 

Navigation
CRM Daily
Home/Top News | CRM Systems | Customer Service | Contact Centers | Business Intelligence | Sales & Marketing | 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

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.