Microsoft acquires Parature, adding multi-channel customer service to Dynamics CRM
Microsoft has acquired customer service software firm Parature. TechCrunch puts the sale price at $100 million and reports that the company will continue to run independently. Microsoft representatives have made no official statement yet but will be making a statement on this development soon.
As we reported in March of last year, customer service has long been an area Microsoft was looking to bolster.
"Beyond Orion, customer service is what [Dynamics CRM general manager Jujhar] Singh calls "the next frontier" for his team, including SLA management and web-based service."
Parature offers SaaS products for self service support, including knowledge bases and portals. Other offerings involve mobile and social based customer service, tools for measuring the "Voice of the Customer".
Parature talked to us back in 2009 when they created a customer service integration for Dynamics CRM for ParaConnect. At that time, Duke Chung, Parature's founder and Chief Strategy Officer, described the company as a devoted Microsoft partner:
"We made the decision a long time ago to partner with Microsoft because they're leading the innovation", said Chung. "This decision to partner with Microsoft has lead Parature to become one the world's largest SaaS providers built on Microsoft technologies". Chung and McNeil went on to explain that integrating with Microsoft was also a natural evolution. More and more, they're finding customers running Parature and Dynamics CRM Online jointly. The integration between the systems was done mostly by Parature, according ...
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