Your Source for Providing a Better Customer Service and Customer Support Experience

Rosetta Stone Focuses on Customer Success with Parature Customer Service™ Software

Parature announced today that Rosetta Stone Inc. (NYSE) , a leading provider of technology-based language learning solutions, selected Parature Customer Service™ software to efficiently manage their customer service and strategically support their customer-centric focus.

“Rosetta Stone is committed to changing the way the world learns languages. With the introduction of our innovative, online language-learning solution, Rosetta Stone® TOTALe™, we are completely focused on our customers’ success and making the learning experience truly enjoyable,” said Jay Topper, vice president of customer success, Rosetta Stone.

Rosetta Stone TOTALe builds on and enhances the effectiveness of the award-winning Rosetta Course™ by seamlessly integrating it with coach-led practice sessions, fun and engaging language games, access to native speakers and encouragement from customer success agents – all live and online. Rosetta Stone TOTALe learners will have their own Customer Success Team providing live guidance and encouragement every step of the way. Read more »

Parature Ranked Number 235 Fastest Growing Company in North America on Deloitte’s 2009 Technology Fast 500

Parature announced today that it ranked number 235 on Technology Fast 500™, Deloitte LLP’s ranking of 500 of the fastest growing technology, media, telecommunications, life sciences and clean technology companies in North America. Rankings are based on percentage of fiscal year revenue growth during the five year period from 2004-2008. Parature grew 565 percent during this period.

Parature Founder, Duke Chung credits the vast market Parature serves, the advanced technology it delivers and their visionary customers with the company’s 565 percent revenue growth over the past five years. “Parature is honored to be included in the Deloitte Technology Fast 500™ for North America,” stated Chung. “To be ranked 235 out of 500 fast growth companies in the country is an outstanding accomplishment. Parature will continue to set the standard for support teams worldwide by providing the smartest, most efficient way for organizations to serve their customers.” Read more »

Parature announced today that Tim Davenport has been appointed as CEO to lead Parature in its next stage of growth. A successful executive with an impressive track record in the software industry, Mr. Davenport has held several CEO and Board positions and will lead Parature’s growth strategy. Mr. Davenport brings a wealth of relevant operating experience in many corners of the technology industry, including software, e-commerce, business process outsourcing and transaction hosting. Mr. Davenport succeeds founder and CEO Duke Chung, who will serve in a new role to help the company focus on strategy, corporate development, and serve as the chief evangelist for Parature.

Mr. Davenport most recently served as president of Revolution Health Network. Preceding his position at Revolution Health Network, he was the CEO of Vastera which sold to JP Morgan Chase in 2005. Prior to that, he served as CEO of Best Software, where he oversaw the company’s IPO in 1997, as well as its purchase by the Sage Group plc in 2000. Mr. Davenport has also served as an executive with a number of public and private technology companies, including Lotus Development and McGraw Hill. He has also held board positions in a number of successful technology companies including Axent Technologies, Softrax, Serena Software and CorasWorks Corporation. Read more »

Download the IGN success story

In the U.S. alone, computer and videogame software sales topped $11.7 billion in 2008. In this hot market, millions of devoted gaming fans are online looking for the latest content, news and tips to enrich the gaming experience – and many of them are going to IGN Entertainment sites.

A unit of Fox Interactive Media, Inc., IGN is a leading Internet media and services provider, bringing news, reviews, videos, previews and forums to videogame and entertainment enthusiasts. In fact, IGN sites attract one of the largest concentrated audiences of young males online.

In a given month, tens of millions of unique users visit one of IGN’s targeted sites, which include IGN.com, GameSpy.com, Direct2Drive.com and AskMen.com. Across all sites, the company’s customer service department fields 12,000 support inquiries every month, from login questions to help finding specific content.

Download this customer success story and learn how leading Internet media and services provider IGN maintains a high level of service without costly staff additions.

Web Marketing Association 2009 WebAward - Standard of Excellence

Parature has been honored by the Web Marketing Association (WMA) with ‘Standard of Excellence’ awards in the computer software and technology industry categories during its 13^th annual WebAward Competition for website development.  This premiere website award program received entries from more than 2,000 sites from 45 countries that were adjudicated in 96 industry categories during this year’s competition.

Parature’s corporate website www.parature.com was judged by an expert panel of members of the media, advertising executives, top website designers, content providers, and webmasters on seven different criteria, including design, copy writing, innovation, content, interactivity, navigation, and use of technology.  Judges designated higher than industry average scores on all criteria for Parature’s website in the computer software category.

Check the WebAward website for more information.

Software Magazine Ranks Parature as one of the World’s Largest Software Companies with 63% Growth

Parature is in! We’ve been included on Software Magazine’s Software 500 ranking of the world’s largest software and service providers, now in its 27th year.

“The 2009 Software 500 results show that revenue growth in the software and services industry was healthy, with total Software 500 revenue of $491.3 billion worldwide for 2008 representing 8.8% growth from the previous year,” says John P. Desmond, editor of Software Magazine and Softwaremag.com.

 “The Software 500 helps CIOs, senior IT managers and IT staff research and create the short list of business partners,” Desmond says. “It is a quick reference of vendor viability. And the online version to be posted soon at www.Softwaremag.com is searchable by category, making it what we call the online catalog to enterprise software.”

Some 44 percent of the 2009 Software 500 companies are privately held. Read more »

Download this customer success story

In today’s medical environment, physicians are pressed to see as many patients as possible. Often, that means staying late to catch up on paperwork accumulated throughout the day.

Technology from e-MDs is changing that. The company’s electronic health record (EHR) software allows physicians and their staffs to document patient visits electronically with just a few clicks – saving time and improving documentation.

EHRs also allow practices to eliminate cumbersome paper charts – a huge time saver for staff and a critical customer service tool since patient information is now available from any computer with the EHR software. It is a true mission-critical application.

That’s why e-MDs’ customer support response times are so vital.

“If a doctor has an issue with his computer, he needs help immediately to access patient records or chart information,” said James Foster, client data operations manager at e-MDs.

Download this customer success story and discover how electronic health record (EHR) software provider e-MDs empowered their customers to help themselves and reduced critical issue resolution times by 80%.

Parature CEO and President, Duke Chung

Duke Chung, our CEO and President, will present to the Sierra Ventures CIO Advisory Board at its fourth annual CIO Summit. The invite-only event is specifically designed for the 40+ person advisory board made up of IT executives from Fortune 500 companies across all major industries and throughout the US. The Advisory Board serves as a key element of Sierra’s IT investment strategy. This year’s event includes keynote speakers Joe Tucci – CEO/Chairman, EMC; Charles Phillips – President, Oracle; and Mark Templeton – CEO, Citrix, as well as 12 CEO presentations from Sierra’s portfolio, and panel discussions such as cloud computing and top IT spending trends. The event will be held at the Four Seasons Hotel Silicon Valley at East Palo Alto on Tuesday, September 15th in the Main Ballroom.

Parature jumping for joy!

As others tighten belts, they’ve turned to Parature’s SaaS customer service software to help retain customers. That’s led to a 40% year-over-year revenue growth for the Vienna-based company and some recent milestones: 3K support portals worldwide, 16 million people using its product, and a 90% customer renewal rate. Pictured in various stages of flight: VPs Paul Ironside, Elaine Harvey, Gary McNeil, Karolyn Dector, Ben Martin, CEO Duke Chung, and VP Calvin Lam.

Originally posted by Tech Bisnow

Parature has created a mobile ticket system that empowers customers to be proactive and engaged in their campuses, communities and organizations by providing access to Parature Portal™ functionality from their iPhone and iTouch mobile devices. This mobile application provides customers – whether they are students, citizens or consumers – with an easy-to-use, efficient mechanism to conveniently report incidents when and where they see them. The application can be leveraged by colleges and universities to encourage students, faculty and staff to be engaged in the welfare of their campus by reporting incidents and maintenance issues such as broken lights and vending machines. Government agencies, facilities management or any organization that wants to leverage mobile technology can benefit from this application as well. Tailored to take advantage of the iPhone’s capabilities, the application is touch friendly with graphically rich features capable of displaying images like maps or rich text content such as relevant articles easily retrieved through a knowledgebase search. The location capture feature can help facilitate quick fixes to open incidents by automatically capturing the location of the customer at the time the incident is reported, and the ability to attach a photo of the problem or issue to the incident report can further expedite response times. Additionally, Parature customers can brand the mobile application to have the same look and feel as their support portal to become a recognizable extension of their existing customer support site.

Customers interested in learning more about this application, please contact your Parature Account Manager.