In November, Moxie and Microsoft announced a partnership to pursue a joint go-to-market strategy to offer Spaces by Moxie within MSFT Dynamics CRM. (See – Moxie Integrates with Microsoft Dynamics CRM). In March, Moxie announced full integration with MSFT Lync to further strengthen their contact center capabilities. I recently spoke with Tara Sporer, VP of Marketing at Moxie software and Nikhil Govindaraj, VP of Products, to discuss the significance of these moves.
As part of the partnership, Moxie Software will provide Microsoft Dynamics CRM with comprehensive, multi-channel and knowledge base solutions for delivering superior customer experiences. Offered on premises or in the cloud, Moxie Software’s Knowledge Spaces™, Email Spaces™, Chat Spaces™, Web Self-Service Spaces™, CoBrowse Spaces™ and Social Media Spaces™ are now available to work with Microsoft Dynamics CRM. Below is a sample screen of Dynamics with email.
Spaces by Moxie enables Microsoft Dynamics CRM customers to provide differentiated and personalized customer experiences at scale. The combined solution allows customers to use Microsoft Dynamics CRM as the single source of truth for all customer and interaction data. This ensures accurate data by allowing agents to update Microsoft Dynamics CRM while on their Moxie desktop. Moxie becomes the translation layer and Dynamics serves as the layer of record.
Microsoft Lync is their unified communications offering. It currently does not connect to Microsoft Dynamics, but now it can through Moxie so this is a very helpful addition. Lync provides integrated voice, IM, screen sharing chat, and more. Lync currently cannot do intelligent call routing, but Moxie can. Moxie can intercept the call, evaluate the needs and route the call to the person with the most related experience. This person then will have multi-channel response options. Below is a sample screen of Dynamics with chat.
Contact center agents can now have a single agent desktop that seamlessly works with multi-channel interactions to contact and case records within Microsoft Dynamics CRM. This ensures accurate data by allowing agents to update Microsoft Dynamics CRM while on their Moxie desktop. They can now automatically search the knowledge base from within the case record for faster case resolution.
Agents can also publish information from the case record into the knowledge base as knowledge articles to improve effectiveness of the knowledge base. This is a critical capability as it allows an easy way to keep content current without placing a heavy demand on agents. I am sure it must increase compliance with putting upgraded content into the knowledge base. I have seen the benefit of a god knowledge base on call center agent performance many times, accelerating performance on a variety of measures such a first time call resolution and cross-selling.
The integration of Moxie with these two Microsoft products rests on a shared foundation as .net apps. Moxie can leverage a company’s existing Microsoft infrastructure and reduce the need to purchase high-end call center services. As a result, Moxie is targeted at the mid-market and this makes sense.
The resulting integrated customer response system provides control over customer experiences regardless of what channel they engage the company. It also providers multiple self-service options and has complete mobile integration. This is a good move, as customer connections will increasingly occur through mobile channels.
This move also takes the call center out of the silos than many operate within. Now Moxie’s collaboration capabilities can be engaged to handle escalations. It puts Moxie in the center of connection between Microsoft Dynamic and Lync. This is a nice place to be and I can understand the positive customer response to this move.
That seem really look interesting and surely can enhance the customer service.In different part of the world many are focusing more on customer service and most of them are using best customer relationship software which is very helpful for them and it seem this one can be really helpful too.
Posted by: Aamu Laaksonen | April 30, 2013 at 01:07 AM