Microsoft has reached a definitive agreement to acquire Parature, a cloud-based customer engagement solutions provider. Financial terms of the agreement were not disclosed.
Parature offers strategic self-service knowledge base software, customer service, live chat, mobile access, survey and feedback capabilities, social monitoring, and Facebook portal capabilities. With these additional features and capabilities, Microsoft’s Dynamics CRM will be able to offer more robust customer service capabilities, helping retailers create exemplary brand experiences. Microsoft will offer Parature solutions and support all new and existing customers, and continue to enhance the solutions over time.
“Customers are more connected and better informed than ever before,” said Bob Stutz, Corporate VP of Microsoft Dynamics CRM. “Organizations are looking for business solutions that can strengthen their ability to connect with customers on their own terms, using whatever device and whatever channel they prefer.”
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News of the acquisition is helping Microsoft Dynamics CRM spotlight its focus on the customer experience, helping it stand toe-to-toe against companies such as Salesforce, according to R “Ray” Wang, Founder and Principal Analyst at Constellation Research.
“Dynamics CRM is the fastest growing part of the Microsoft Dynamics franchise,” Wang said. “In head to head deals, the Dynamics CRM unit is giving Salesforce.com the most competition. 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.”
