Moxie Software, a provider of customer-centric enterprise social software, is enhancing its partnership with Microsoft by integrating Microsoft's Lync with Spaces by Moxie.
Sales and service contact centers will now be able to manage Lync phone calls through Moxie Software's unified agent desktop. Also, contact center professionals benefit from Moxie Software's knowledge base and multichannel solutions, including email, chat, self-service, cobrowse, and social media. The Lync platform lets agents collaborate in real time, and Lync's future integration with Skype will allow for broader customer access to multichannel contact centers.
Spaces by Moxie with Lync integration enables enterprises to provide highly personalized customer experiences. The solution allows companies to do the following:
- Leverage, for the first time, Lync telephony in a multichannel contact center;
- Route Lync calls intelligently, using interactive voice response (IVR) data, to the right agent for superior customer experiences; and;
- Integrate with Microsoft Dynamics CRM as the system of record and single source of truth.
In November 2012, Moxie Software announced a partnership with Microsoft to pursue a joint, go-to-market strategy offering Spaces by Moxie within Microsoft Dynamics CRM.
"The partnership between Moxie Software and Microsoft delivers an unbeatable solution for managing all customer interactions in sales and service contact centers worldwide," said Tom Kelly, president and CEO of Moxie Software, in a statement. "We are committed to develop the next generation of customer communication applications that allow enterprises to quickly source and deliver the right answers to their customers."
"It's really exciting that businesses can now leverage the power of Microsoft Dynamics CRM and Lync together with Moxie Software's leading omnichannel and knowledge management capabilities" said Fred Studer, general manager of Microsoft Dynamics CRM, in the statement."This is not only a winning combination, but also a cost-effective solution that will provide enterprises of all sizes greater ability to connect with their customers and collaborate in realtime to meet critical business goals."