MCLEAN, VA, - December 20, 2004 - Parature (Company
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Knowing the importance of customer support and retention, Viola Networks provides temporary support accounts to their prospective customers as an incentive to purchasing their software. With this added incentive, Viola incurs a fluctuating support load. Prior to deploying Parature, Viola Networks received 200+ emailed support inquiries a week. “Managing and tracking service inquiries became difficult,” stated Roy Mitrany, Professional Services Engineer at Viola Networks. “Parature’s eService and eTicket module allows us to organize and grasp a better understanding of what issues come up frequently. The integrated nature of Parature’s modules, allows me to easily suggest reoccurring issues from incoming trouble tickets to the knowledge base with a click of a button. This integration allows me to easily manage my knowledge base ensuring it remains up to date with relevant articles.”
With Parature’s hosted model, Viola Networks avoided hiring or appointing added personnel to oversee costly maintenance and modifications, which incur with an installed solution. “Parature’s software eliminates the repetitive questions we were receiving, allowing us to increase our productivity and eliminated the need for added personnel,” added Mitrany. “Another benefit we have encountered by purchasing a hosted solution is the elimination of additional technical burdens, such as maintaining additional hardware or software that occurs when purchasing a new solution. It has allowed our IT department to remain focus on larger scale technical issues, rather than maintaining any hardware or upgrades related to our support solution.”
"Support software should provide overall functionality and ease of use without any hidden maintenance costs,” said Duke Chung, CEO of Parature. "That’s what sets Parature aside from our competitors, we have a proven track record of providing the support tools our clients need at a competitive price.”
About Parature
Parature, the leader of online support software, enables companies to improve their internal and external support, while reducing costs. Through its suite of modules, Parature allows companies to provide critical self servicing information on a 24x7 basis via the web, resulting in reduction of inbound support load and therefore reducing support costs. Continually growing, Parature serves industry leaders such as Hewlett Packard, Rothschild and Florida State University. Headquartered in McLean, Virginia, Parature can be found on the Web at www.parature.com.
About Viola Networks
Viola Networks supplies network performance tools to enterprises, integrators and service providers internationally. Viola’s comprehensive product line allows service providers, systems integrators and enterprises to ensure that IP networks are ready to support real-time converged applications throughout the entire product lifecycle – from pre-deployment through daily operations. Founded in 1998, Viola Networks is a privately held company, with offices in United States, Canada and Israel. For further information, please visit www.ViolaNetworks.com.
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