Providing a consistent customer experience across multiple channels is something many companies struggle with when working with various tools and customer databases. To provide a more streamlined brand experience, Moxie Software, an enterprise social software and customer experience solutions provider, announced today that it has teamed up with Microsoft to offer its Spaces by Moxie suite within the Microsoft Dynamics CRM system.
Spaces by Moxie is a suite of tools designed to help contact center and sales agents access customer data across multiple channels to provide a more seamless customer experience. The suite includes Web self-service, email, service and sales chat, social media, click-to-call, and community tools.
"Many contact centers use applications that are disconnected," notes Nikhil Govindaraj, vice president of products at Moxie. "Essentially all of your customer communications is lying in one place, but your CRM data in terms of who your customers are, what they've purchased, etc., is in another place. It was incumbent on companies to find a way to mash these things together."
Through the partnership, Moxie Software and Microsoft will give their joint customers access to Dynamics CRM and Moxie Software's Spaces free of charge. Shared customers include Barclays, Dell and EMC.
The joint solution is also integrated with sales modules. As customer service agents assist customers across various channels, for example, any potential leads can be stored within the Dynamics system and assigned to sales executives. The purpose is to provide a "seamless integration across sales and service," according to Govindaraj. "All your marketing campaigns that you use to drive Web traffic can now be acted upon in a much more coherent and consistent fashion."