CyberLearning Labs Achieves Corporate Support Goals with the Help of Parature

Continuing Their High Level of Customer Service CyberLearning Labs Selects Parature

Reston, VA - April 26, 2004 - Parature, a leader in online support software, today announced CyberLearning Labs, developer of the ANGEL Learning Management System used by schools and organizations to support teaching and learning, has selected Parature as its customer support solution. Since signing on with Parature, CyberLearning Labs has been able to achieve their corporate support goal of responding to 75% of tickets within 2 hours, and resolving 75% of tickets within 8 hours. "We were able to achieve this goal by an increase in productivity that was facilitated by using the Parature software," noted Helen Follett, Vice President, Product Programs at CyberLearning Labs.

CyberLearning Labs selected to implement Parature's internal scheduling tool, an integrated contact management piece, self-service web portal consisting of knowledge base references and an online discussion board, a trouble ticketing system, web chat and real-time monitoring, download capabilities, and report functionalities. "I found the Parature system to be very easy to customize to my unique needs without having to contract a third party vendor. After experiences with other install based support solutions, the added cost and time required is a burden that was avoided by going with Parature. The Parature team was willing to work through my particular needs to make this the best solution for me at half the cost and time it would traditionally take," commented Follett.

"CyberLearning Labs is a great example of how when using Parature's robust and flexible infrastructure, you eliminate the need to work with multiple vendors to provide your customers with top notch support. Our clients can select from our nine different modules and seamlessly integrate them into one custom solution that is just right for them," stated Casey Golden, President of Parature. "CyberLearning Labs has proved that for world-class customer support solutions, there is no need to look any further. Parature has the crucial software, infrastructure and expertise that companies need to make support a profitable part of their business," mentioned Golden.

Continually growing, Parature serves industry leaders such as Hewlett Packard, Philips Medcare and SEVEN. Through its suite of products, Parature improves your end user satisfaction and confidence through providing critical self servicing information on a 24x7 basis via the web, resulting in reduction of inbound support load and therefore reducing customer support costs.

About Parature

Parature enables organizations to better serve, support, engage with and retain their customers via the Web. Industry-leading, on-demand Parature Customer Service™ software provides customer service organizations with a comprehensive, multi-channel way to meet the growing expectations of their customers.  With more than 10 years experience, Parature serves organizations in a wide variety of industries worldwide and helps support more than 16 million end users. Parature is among Inc. Magazine's Top 100 Fastest Growing Private Software Companies and is the recipient of numerous product, technology, and leadership awards. Today, the Parature name is synonymous with innovation and value in Web-based customer service software, strategies and best practices. Parature is headquartered in Vienna, Virginia with offices in San Francisco and the U.K. For more information, visit www.parature.com or follow @parature on Twitter.

About CyberLearning Labs, Inc.

CyberLearning Labs, Inc. develops and markets ANGEL, the fastest growing enterprise learning management system, combining an open and flexible architecture with a complete set of easy-to-use features. The company grew out of the Advanced Research and Technology Institute at Indiana University after ANGEL was developed in the CyberLab of Indiana University-Purdue University. Indianapolis, ANGEL customers include Penn State University, Michigan State University, Kentucky Virtual University, Providence College and TIAA-CREF. Visit the CyberLearning Labs website at www.cyberlearninglabs.com

Media Contact

Dayna Tenorio
Parature, Inc.
+1-703-564-7758 x1170
dtenorio@parature.com
www.parature.com