Moxie Software yesterday released key enhancements to its Spaces by Moxie integrated suite.
The main feature, Smart Personalization, integrates securely with legacy systems, tailoring content based on end user purchase histories, support interactions, or other factors, making the customer service experience quicker and more relevant. Its self-maintaining design delivers the most updated and valuable information, while virtually eliminating the need to manage customer profiles outside legacy systems like CRM.
In addition to the new Smart Personalization feature, Moxie Software is extending its Knowledgebase that crosses all channels of communication to mobile platforms. Moxie Software's Knowledgebase is now optimized for Apple's iPad and iPhone, as well as for Android and BlackBerry devices. Companies can now deliver via mobile devices the same comprehensive online knowledge repository that provides accurate information to customers, partners, and employees.
Furthermore, Moxie Software is also adding support for XMPP, an open protocol that will make it easy for popular chat clients or Web service to integrate with Customer Spaces chat. This platform is extensible to support other instant messaging protocols.
Moxie Software has further enhanced integration of its social media listening and sentiment analysis with Facebook, Yelp, Flickr and Yahoo Firehose (YQL), adding to its existing integration with Twitter, You Tube, Bing, Blogger, and Digg, among others. Also included is the ability to send direct messages back to users on Twitter.
Spaces by Moxie applications include Employee Spaces, a social workspace built with Web 2.0 collaboration tools, Customer Spaces, a customer service suite supporting traditional and social media channels, and Knowledge Spaces, a knowledgebase application that enables customers and employees to co-create and share knowledge, capturing and distributing the correct answers in a knowledge repository for all users.