The news this week that Microsoft inked a deal to acquire cloud-based customer engagement software company Parature to complement Microsoft Dynamics CRM is being met with positive reaction by analysts.
The buy, reportedly valued at $100 million, will enable Microsoft to add the strength of Parature's multi-channel customer service capabilities to Dynamics CRM to better compete with other industry leaders, according to industry experts.
Although Forrester Research Inc. considers Dynamics CRM a "strong CRM product for customer service," the app has its flaws, but this deal could improve some of them.