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

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 Chat - CSR view

Parature Chat™ is empowering organizations across diverse industries to proactively initiate conversations with customers and prospects. Parature customers can leverage chat in both sales and support environments to increase customer satisfaction and generate revenue. Chat enables support teams to deliver service and support where and when customers need it – whether it be in-game, in-application, a Web form, a shopping cart, or as an escalation channel for self-service – as well as providing an opportunity to generate sales leads, increase Web sales conversion rates and increase revenue by proactively inviting prospects or customers to chat with available sales or support representatives. Read more »

We understand the importance of being able to have a dashboard view of all your Parature reports in one place. So, we’ve teamed up with another Vienna, VA-based company – Sitscape – to deliver a new dashboard experience for all Parature Service Desk Users. With SitScape, you can create personalized dashboards of your Parature system in just minutes.

In your SitScape dashboard, you can assemble Parature reports, tickets, chat, rich media apps like Parature Video, track knowledgebase content and include document views as well. You can even track Parature’s Facebook page from the dashboard. Read more »

Parature Training Center

Parature is happy to announce the launch of the Parature Training Center! Located directly on the Support Center to serve as a unified location for all of your self-service training needs; you will find documents, worksheets and videos to help you become an expert on all Parature modules and features!

Check out the Training Center today!

We value your opinions, so please tell us what do you like or dislike about the Training Center? Suggestions for improvement? Let’s hear it!

Heavy support traffic

Support traffic can spike for any number of reasons: a less-than-perfect launch or an unexpected bug in a product is discovered, a new ad campaign takes off, or maybe a hot new product is released.

That’s what Chris Henderson, Senior Manager – Customer Service for IGN Network faced. IGN is an online entertainment community of Web sites all centered around the busy world of video games. And in Chris’ case, last September three of IGN’s most popular games all went live in the same month. Her challenge — how to help all these customers at once, without driving up wait times. Read more »