SOURCE: Parature

June 13, 2006 11:11 ET

IPTV Services Platform Provider Takes Customer Support to Higher Level With Parature Solution

Minerva Networks Tracks Support Interactions, Incorporates Self-Service and Manages Service Quality

MCLEAN, VA -- (MARKET WIRE) -- June 13, 2006 -- Parature, provider of award-winning, on demand customer support software, announced today that Minerva Networks, a leading supplier of products and services delivering television and video services over broadband IP networks, has incorporated client self-service and is managing their service quality levels through Parature's Customer Support Solution. "Parature has enabled us to not only implement processes and organization, but to also begin offering clients innovative and time-saving customer support tools. This combination of an upgraded infrastructure and client-facing enhancements has taken our support to the next level, and ensures we are meeting, if not exceeding, customer expectations," stated Tom Howard, Director, Technical Support, Minerva Networks.

Previous to implementing Parature in July 2005, Minerva Networks was using basic e-mail and phone support, without formal processes or a centralized system to organize and track customer issues and resolutions. "It was difficult to get a big picture view of our support organization and institute appropriate changes as necessary," said Howard. "Without adding people to the support team, we can now provide multi-channel service via phone and the Internet to internal and external customers. It's not just about documenting issue resolutions, but establishing methods to track all aspects of our support organization over time, to ensure we're solving support requests more efficiently and ultimately increasing our productivity."

Self-service support is on the horizon for Minerva Networks, as they have begun using the knowledge base portion of Parature's solution to publish articles on frequently requested information that customers can access via Minerva Networks' support website. Enabling customers to find answers to questions themselves, instead of contacting support personnel directly, is a rapidly growing trend according to industry analyst firm Yankee Group. A November 2005 report (1) states, "Web and phone self-service has come into its own as a crucial, strategic component of the overall customer-centric business strategy. Self-service has taken center stage and is increasingly customers' first choice for primary interaction."

A unique aspect of Parature's Customer Support Solution is the ability for clients to begin using portions of the solution suite right away, while easily and systematically rolling out additional functionality over time. The next initiative for Minerva Networks' service organization is incorporating Parature's survey and forum tools into their support strategy. "We're formulating plans to use the survey and forum tools to collect and organize feedback and collaborate with customers on a consistent basis," stated Howard. "It's important that we actively elicit customer comments and ideas about our products and services in order to continually enhance them and stay on top of our rapidly changing market."

About Parature

Parature provides on demand customer support and help desk software, enabling companies to improve their internal and external support while reducing costs. Through its suite of modules, Parature allows companies to provide critical service information on a 24x7 basis via the Internet, resulting in reduction of inbound support load and significantly decreased support costs. With a consistent growth rate of over 100% every year, Parature serves industry leaders such as Office Depot, ATI Technologies Inc. and Florida State University. For more information on Parature, or to sign up for the FREE 30 Day Trial, please visit

About Minerva Networks, Inc.

Minerva Networks, Inc., is the leading provider of open-platform, carrier-class solutions for the delivery of television services over broadband IP networks. The company's television services management software and video processing systems are integrated into complete IP Television delivery platforms. Broadband network operators worldwide use Minerva's products and services to deliver next-generation entertainment and communications applications. Minerva Networks is headquartered in Santa Clara, CA, and on the Internet at

(1) Customer Self-Service Experience Improves with Cross-Channel Approach, November 21, 2005, Yankee Group

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