Service Desk Usability Enhancements
Increase efficiency and reduce the number of clicks with locked toolbars on results and details pages, better organization of support representatives names when assigning tickets, improved system messaging and many other advancements to enhance the effectiveness of your service and support team while working in the Parature Service Desk.

New Rich Text Editor
This powerful and flexible rich text editor enables you to format comments and knowledgebase articles quickly and professionally, including features such as table editing capabilities, a user friendly right-click editing menu, and improved HTML handling.

Parature Premium Reporting With Real-Time Data
Experience real-time data for Premium Reporting, empowering you with information you need when you need it, allowing you to get updates on critical support issues and metrics throughout the day.

New Executive Summary Report
This Premium Packaged report enables you to bring key members of your organization the information they need regarding organizational performance using real-time data.

*Parature Premium Reporting, powered by Business Objects, provides in-depth insight into key performance areas with extra tracking, analysis and reporting power to track everything from response times to staffing needs.

Interactive Voice Response (IVR) Integration
Offer an integrated phone support channel to your customers using the ready-to-implement Parature Element for Angel.com. This Element provides a direct connection between your Parature software and Angel.com's IVR software. This IVR channel can be used to appropriately route callers and to create tickets over the phone.

Enhanced Parature API and Parature RSS
Experience the new feature enhancements to Parature API for increased efficiency and ease of use. The updated API offers usability enhancements for sorting lists of results, a variety of relative date ranges for use in queries, more robust query options using 'IN' statements, the ability to query for your Service Desk Views and more. These changes will allow you to more easily access the information you need from the Parature API and Parature RSS.

View Customer Profile from Parature Chat™
Experience better communication with your customers using the new feature enhancement to Parature Chat™. The feature allows representatives to quickly access a customer's profile without leaving the Chat module, enabling them to view the entire Customer Profile during their chat session to assist in the service and support experience.