Phone-Enabling Parature 
Phone-Enable and Automate Your Parature Customer Support Process
Take the automation and efficiency of your Parature application to the next level of power and efficiency: phone-enable your support process. Angel.com provides seamless phone integration with your Parature support tool to extend the use of your application to the telephone.
The Angel.com/Parature phone integration allows your customers to access support information quickly and around the clock. By checking your Parature database at the onset of the call to check their service level agreement and determine how to handle the call, the automated solution takes call load off of your agents. The system also allows better tracking of customer details by logging all phone traffic into the customer record in Parature.
- Access call data within Parature . Within your Parature account, access a real-time log of all new phone tickets, including caller ID, customer name, date and time stamp, and fully-transcribed information collected in the front-end IVR portion of the call.
- Monitor your support center in real time. The Supervisor Call Queue Monitor gives you a real-time, at-a-glance view of your queue(s) including agent usage and availability, queue performance and more from a simple, web-based interface.
- Automatically check for SLAs. The IVR system will automatically check for customer SLAs before transferring the call to an agent. If no SLA is found, the caller can be prompted to sign up for a support package.
- Get a complete picture of each customer. All customer calls are logged in the customer record within Parature, giving you a complete picture of each customer to provide better support.
Parature Integration Highlights:
With phone-enabled Parature solutions by Angel.com, you can:
- Increase productivity of your support center. Your phone-enabled application makes it easy to automatically verify the customer SLA, identify incoming caller needs, and transfer to a live agent.
- Improve the customer experience. Customers can proactively manage their accounts by opening new tickets over the phone without the need for an agent – quickly and effectively.
- Enhance data management through instant transcription of customer messages and automated logging of new phone tickets.
- Easily deploy and manage a complete solution. Angel.com’s hosted Site Builder toolkit combines full IVR and ACD functionality and lets you manage your solution in real-time, end-to-end, from a simple Internet connection.
