• April 17, 2012

Moxie Software Expands Its Salesforce.com Integration

Moxie Software, a provider of customer-centric enterprise social software, today announced the availability of Salesforce.com integration for Spaces by Moxie communication channels, including chat, email and knowledgebase. Spaces Connect, Moxie's comprehensive integration framework, integrates Spaces by Moxie with Salesforce.com's Service Cloud.

"Through Spaces Connect, Moxie is expanding the integration between Spaces and third-party applications, including Salesforce.com's Service Cloud," said Nikhil Govindaraj, vice president of products at Moxie Software, in a statement. "Integration with back-office applications is critical to driving a superior customer experience."

Key features of Moxie's integration with Salesforce.com's Service Cloud include Chat and Email Spaces, which lets companies fo the following:

  • Leverage their investments in the Service Cloud Contact and case management capabilities as well as any other tools.
  • Provide agents with immediate on-demand access to Service Cloud contacts and cases.
  • Auto-navigate to Service Cloud contacts, cases, and histories.
  • Maintain threaded communication for consistency and access by Service Cloud users.
  • Handle millions of interactions.
  • Protect critical information with the latest security advancements.
  • Deliver cross-channel interaction history to Service Cloud users.
  • Provide users with a single sign-on.

Also included is Knowledge Spaces, which allows companies to do the following:

  • Leverage Knowledge Spaces investment in Service Cloud's self-service portals as well as traditional agent views.
  • Provide agents with immediate on-demand access to Knowledge Spaces.
  • Search and retrieve articles (documents/files).
  • Attach articles to customer cases.
  • Email resolutions to customers.
  • Push new article content from cases to knowledge bases for review and publication.
  • Provide users with a single sign-on.

Chat Spaces enables agents to handle multiple real-time communication sessions simultaneously. Email Spaces facilitates a company's response to high email volumes with sophisticated email routing, automated responses, and customer-specific auditing. Knowledge Spaces gives agents quick access to critical information through a unified knowledge portal.

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