Moxie integrates internal and external communication with collaboration tool

Moxie Software has announced the integration of internal and external collaboration with the upgrade of Spaces, its customer-centric enterprise social software.

The revamped software converges customer communications with employee applications into a single offering to improve the way businesses interact, understand and deliver customer experiences, said the firm.

The offering includes the following features:

Expert Connect: Enables cross-departmental collaboration for customer service and support, IT, HR and sales and marketing to ensure accurate and efficient customer communications across channels – e-mail, community, chat, knowledgebase and social media.

• Activity Stream App: Integrates activity streams into communication channels for faster knowledge sharing and collaboration.
• Real-time Insight: Enables real-time visibility into issues in the field for faster resolution
• Virtual War Room: Automates the creation of web 2.0 tools (activity feeds, wikis, projects and groups) that bring resources together quickly to collaborate. 
• Click-to-Publish: Seamlessly publishes content to the knowledgebase portal, reducing the time spent finding the right answer.

Spaces Connect: A comprehensive integration framework with secure APIs and pre-built connectors, integrating Spaces by Moxie with applications such as CRM, ERP, content management, HR and other 3rd party applications.

Tom Kelly, president and CEO of Moxie Software, said: “The biggest challenge CEOs face today is getting their enterprises closer to their customers. To provide real benefits, enterprise social technology must deliver real customer value. Our suite makes it easier for organisations to find and deliver the right answer to customers through their channel of choice.”

Esteban Kolsky, principal and founder of ThinkJar, added: “Companies have traditionally segmented their client-facing operations from their internal operations, but the real value and power comes from bridging the two. Enterprises that realise this, collaborate more effectively with customers and partners to ensure that the latest and greatest information from anywhere is available to all parties involved in optimising business processes.”

The new version of Spaces is expected to be available by March 31, 2012.