Bye bye Parature! Hello Dynamics 365 for customer service!

parature + MS

After a $100M acquisition in 2014, Microsoft has announced the retirement of Microsoft Parature. Existing customers will be migrated to Microsoft Dynamics 365 for Customer Service.

Below you can read the official statement:

To our valued Partners,

On behalf of Microsoft Dynamics 365, we want to thank you for your continued partnership as we transition the capabilities of Parature, from Microsoft (Parature) to Dynamics 365 for Customer Service. We are ready to initiate the migration process of our Parature customers to Dynamics 365 for Customer Service so that they can begin taking advantage of the additional functionality available only as part of this solution.

As we continue to innovate in customer service on the Dynamics 365 platform, it is a great time for you to engage with your customers and educate them about how Dynamics 365 for Customer Service can help them form deeper engagements with their customers, empower their agents, and adjust to evolving demands and strategies with agility.

We have developed a toolkit to simplify the migration process. Over the coming months, customers will be notified about their access to the toolkit. The toolkit will include the following components:

  • A data migration tool to migrate accounts, contacts, cases (tickets), knowledge base articles, and files;
  • Portal templates to quickly deploy a modern support portal; and
  • A customer service configuration template, which includes out of the box workflows, fields and other configurations.

The toolkit will include videos, documentation and other tutorials to enable customers to self-manage their migration. Customers will be invited to begin their migration prior to being granted access to the toolkit. Should they choose to migrate without the aid of the toolkit, we will recommend that they do so with the assistance of a partner for an optimal and timely experience. If you engage with a Parature customer to aid in the migration, that customer can grant you access to the migration toolkit.

Customers may continue to use Parature per the terms of their agreement, and it will be supported until either their migration has been completed, or until May 15, 2018, whichever is first. All migrations must be completed on or before May 15, 2018, at which point all support for Parature ends and the service will be terminated. Customers who choose not to migrate will have 90 days after the service is discontinued on May 15, 2018 to retrieve their data.

There will be no additional enhancements or changes to current Parature capabilities. Technical support for Parature will continue to be available to assist with issues, providing expertise and workarounds. Microsoft will provide support until either your migration has been completed, or until May 15, 2018, whichever is first.

Visit the support portal with any questions about the migration process or migration tools.

All the best,

The Microsoft Dynamics 365 for Customer Service team

Dynamics 365 for Customer Service core capability sets

Self-service and community: A branded, personalized self-service experience leverages an organized, searchable knowledge base to deliver consistent, up-to-date answers, and a community experience for peer-to-peer support and direct interaction with your subject matter experts. It offers simple navigation, with seamless transitions between self and assisted support.

Chat and co-browse: Proactive and on-demand live-agent chat experience with smooth transition to co-browse experience for high-touch self-service portal interactions. Video chat and click to call capabilities will be available H2 CY2017. Provided through a co-marketing agreement with CaféX.

Unified Service Desk with role driven interface: The Unified Service Desk provides a single, dynamic interface that contextually serves up the tools, guidance and data to your agents from any resource you deem useful. A visual user interface delivers role tailored experiences for tiered agents and support leads, optimized to drive to the next best action.

Intelligent case management: Manage cases faster and provide differentiate levels of support with integrated knowledge, SLA, scripting, workflow, entitlements and recommendations. Machine learning capabilities surface relevant knowledge articles and related cases to help agents solve cases faster and improve first time resolution rates. Embedded insights speeds discovery of reported issues, empowering service managers to take quick action and reduce the occurrence of similar incidents in the future.

Collaboration tools: Speed resolution of even the most challenging issues with instant access to support professionals and subject matter experts across internal and external teams with Yammer & Skype

Voice of the Customer: Gain voice of the customer insight with feedback & surveys that provide general sentiment, contextual feedback and transactional understanding.

Social Care: Understand sentiment across the social web. detect intention and route as cases to CRM for the 34% who use social media to ask service questions.

Unified knowledge: Empower customers and employees with unified knowledge to provide a single source of truth. Ensure your knowledge is relevant by simply capturing and publishing across your content channels while measuring impact through rich analytics.

Service intelligence: Real-time views of key service metrics with fully customizable and interactive dashboards. Identify trends, explore what-if scenario’s, and forecast outcomes to reduce effort scores by leveraging powerful tools with natural language recognition capabilities to generate and filter reports from any data source.

Learning Path and Gamification: Out of the box and custom guided tasks speed onboarding for new users, and socialize new release functionality. Encourage user adoption with a rewards system that promotes optimal behavior around KPIs.

Mobility: Out of the box mobile optimizations for portal and knowledge articles ensure customers can get the help they need anytime and from any device. Empower agents on any device, wherever they work. Field technicians can process and complete work orders in the field, instantly updating back-office system. Seamless store and forward capabilities, optimized memory usage and native apps for all major mobile platforms ensures a robust offline user experience.

CTI Integration: Our solution has an out of the box CTI framework that supports a number of CTI integrations, with several integrations and adapters currently in market.

AppSource: AppSource is Microsoft’s new destination to help business users find, try and use line-of-business SaaS apps from Microsoft and our partners. Users can also discover content packs and add-ins for Microsoft business apps, like Dynamics CRM, Power BI, and Office.

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