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Microsoft Adds Moxie to Dynamics CRM

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Posted November 5, 2012 By Pedro Hernandez     Feedback

Companies team to bring social features to Microsoft’s Dynamics, boosting the CRM platform's appeal for call centers and other customer service operations.

Moxie Software, a Sunnyvale, Calif.-based customer service software specialist, today announced a partnership with Microsoft that brings its Spaces suite of customer relationship management (CRM) tools to Microsoft's Dynamics CRM platform.

Moxie Space is a collection of customer communications and in-house collaboration software that leverages analytics, knowledge bases, chat and social media to enhance customer service. Today, the companies are bringing some of its key components to Microsoft's CRM platform.

Available in both on-premise and cloud delivery models, Moxie's Knowledge Spaces, Email Spaces, CoBrowse Spaces and Social Media Spaces now integrate with Dynamics CRM. According to Craig Dewar, director of Microsoft Dynamics CRM Product Marketing, the combination will provide a boost to call centers and other customer service operations.

"Moxie's multi-channel and knowledge base solutions coupled with Microsoft Dynamics CRM capabilities empower our customers to provide a great customer experience. Having the right tools not only means enabling high productivity for customer care teams but, more importantly, it means transforming the workforce into a market intelligence network," said Dewar in a statement.

Chief among the benefits that spring from the Moxie-Microsoft partnership is a simplified and consolidated UI experience, according to the companies. Moxie says users can expect a "single agent desktop that seamlessly works with multi-channel interactions to contact and case records within Microsoft Dynamics CRM."

Users can also update the Microsoft Dynamics CRM database from within agent desktops, ensuring that customer data is kept up to date. Information from case records can be directly added to the knowledge base, giving the information it provides wiki-like levels of timeliness and relevance for faster case resolution.

For Microsoft, the Moxie Spaces integration signals that its Dynamics CRM platform continues to gain steam. Ahead of the big Dynamics CRM update in December, the software giant revealed last week that the platform is nearing its 3 millionth seat and that it has experienced 33 consecutive quarters of double-digit revenue growth.

The Moxie Spaces integration could heighten Dynamics CRM's profile among customer service organizations. "This partnership gives Microsoft Dynamics CRM customers access to a comprehensive market offering for customer service and sales," said Moxie CEO Tom Kelly.

Pedro Hernandez is a contributing editor at InternetNews.com, the news service of the IT Business Edge Network, the network for technology professionals. Follow him on Twitter @ecoINSITE.

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