Enterprise social technology provider Moxie Software is partnering with Microsoft to enable its Knowledge Space, Email Spaces, Chat Spaces, Web Self-Service Spaces, CoBrowse Spaces and Social Media Spaces solutions to work with the Microsoft Dynamics CRM suite.
Making Dynamics More Dynamic
“Dynamics customers can extend their Dynamics CRM platform to include Moxie email, chat and social media solutions as extensions of the platform,” explained Moxie Software VP of Marketing Tara Sporrer during a recent briefing with CMSWire. Sporrer said that while Microsoft focuses on mid-market customers with its Dynamics line of CRM solutions, Moxie adds expertise with large enterprise users to add to the existing Dynamics base of 3 million users.
By combining the functionality of Microsoft Dynamics CRM solutions with the Moxie Spaces suite, users can turn Dynamics into an interface for all customer interactions. In addition, users can automatically search the combined knowledge base from within customer case records, publish case record data as knowledge base articles, conduct rules-driven customer chat sessions that can drive lead and case records in Dynamics, and link the customer service agent desktop directly to the Dynamics platform.
Sporrer said partnering with Moxie is another example of Microsoft’s increasing focus on the enterprise social space. “There’s no telling where Microsoft is headed,” she said. “They have integrated Yammer into Dynamics and released the Surface tablet. They are becoming increasingly customer experience-focused.”
Providing Consistent Customer Experience
As noted in a destinationCRM.com article on the new Moxie-Microsoft integration, “Providing a consistent customer experience across multiple channels is something many companies struggle with when working with various tools and customer databases.” By streamlining multichannel customer engagement, including emerging areas such as social media, and linking it directly to CRM data, the two companies are doing their part to help companies present one face to their customers, regardless of how many different points customers touch that face.
Moxie Reaches Out to Major CRM Players
Microsoft is not the first major CRM player Moxie has integrated Spaces solutions with this year. In April, Moxie folded Salesforce.com’s Service Cloud into Spaces Connect, adding yet another layer to Moxie’s social collaboration tool kit. The Service Cloud integration gives users’ customers more complete access to the answers they need. In turn, this should make it easier for workers to help those customers because there will be more ways for them to work together including email, chat and what Moxie calls Knowledgebase. This is important because while helping customers find answers is a handy way to solve problems, the move also addresses the issue of making data management a tad less painful.
And of course Salesforce.com, like Dynamics, has a huge existing install base Moxie can tap into. Moxie is living up to its name by pursuing agreements with some of the biggest names in business software in order to increase its standing and recognition in the rapidly growing enterprise social arena.