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March 15, 2010

Parature's Customer Support Software Named a Finalist in 25th Annual CODiE Awards

By Patrick Barnard, Group Managing Editor, TMCnet

Customer support software provider Parature (News - Alert) has announced that its Parature Customer Service solution has been selected as a finalist for the Software & Information Industry Association’s CODiE Awards in the Best Relationship Management Solution category.

All finalist products will now be reviewed by members of the Software & Information Industry Association (SIIA). Winners will be announced in May.
Judging for the awards is a big job: This year the SIIA received more than 785 nominations submitted by 374 companies. In order to be nominated, products had to undergo a review by subject matter experts, analysts, journalists and others with deep experience in the field.

Now, members of the SIIA must review the 188 finalist products from 136 companies to determine the winners for each of the 56 categories.
This is the 25th year that the SIIA has presented the CODiE Awards. Originally called the “Excellence in Software Awards,” the CODiEs were established in 1986 by the Software Publishers Association (SPA), which preceded the Software & Information Industry Association (SIIA). The program was created so that pioneers of the then-nascent software industry could evaluate and honor each other's work.
“In this economic climate, companies are doing even more to innovate,” said Ken Wasch, president of SIIA, in a release. “Parature has demonstrated a commitment to innovation and quality that is reflected in their selection as a finalist for the CODiE Awards.”

Parature’s customer support software suite includes a Web portal that is seamlessly integrated with an organization’s Web site which its customers can use for a variety of self-service options, including a knowledge base (FAQ) where customers can get answers to their basic questions without having to wait on hold to speak with a live call center agent; or forums where they can start discussions with other customers about a company’s products or services. In addition customers can open up a chat session with a live agent. Or they can download documentation – such as a user’s guide or schematic – directly from the portal via a download module.

The system also allows customers to create their own service tickets. So, for example, if a customer can’t get an answer to their question using the other “channels,” available through the portal, they can open up a ticket by clicking on a ticket icon – and issue a ticket to a CSR (News - Alert), who will pick up that ticket based on skills based routing.

Perhaps most important this system captures all customer data and packages it into a wide range of reports so that it can be analyzed for the purpose of driving strategic business decisions.

As such, Parature’s customer support software enables organizations to better and more efficiently serve, support, engage with and retain customers in today’s Web world.

Patrick Barnard is a senior Web editor for TMCnet, covering call and contact center technologies. He also compiles and regularly contributes to TMCnet e-Newsletters in the areas of robotics, IT, M2M, OCS and customer interaction solutions. To read more of Patrick's articles, please visit his columnist page.

Edited by Patrick Barnard

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