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Microsoft teams with Moxie to "transform workforce into market intelligence network"

5th Nov 2012
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Microsoft has continued to flesh out the collaborative capabilities of Dynamics CRM with the announcement of a partnership with enterprise social software vendor Moxie, integrating Spaces by Moxie within Dynamics.

The collaboration will provide Microsoft Dynamics CRM with “comprehensive, multichannel and knowledge base solutions for delivering superior customer experiences”, according to a statement.
The news comes hot on the heels of last week's Dynamics CRM upgrade announcement, which included deeper connection to Yammer and Skype to drive collaboration. At that announcement, Bob Stutz, corporate vice president, Microsoft Dynamics CRM, indicated that the upgrades served as "the first in a planned set of rapid innovation".
Representing the latest innovation, the integration of Spaces will enable Dynamics customers to provide "differentiated and personalised customer experiences at scale". 
"Yammer has enabled them to socialise Dynamics on the inside with employees; Moxie enables them to address the social customer on the outside," explained Tara Sporrer, VP marketing and sales operations at Moxie Software. "The will be able to offer their customers a communication chanel to communicate with them and then it’s all integrated with Dynamics. And for us we get the benefit of the Microsoft name and the expansive direct sales force and partner network that Microsoft has."  
The combined solution will enable users to:
  • Use Microsoft Dynamics CRM as the single source of truth for all customer and interaction data.
  • Leverage a single agent desktop that works with multichannel interactions to contact and case records within Microsoft Dynamics CRM.
  • Automatically search the knowledge base from within the case record for faster case resolution.
  • Publish information from the case record into the knowledge base as knowledge articles to improve effectiveness of the knowledge base.
  • Proactively engage customers on the website via rules driven chat and create lead/case records within Microsoft Dynamics CRM where appropriate.
  • Ensure accurate data by allowing agents to update Microsoft Dynamics CRM from within the agent desktop.
“We understand the need for businesses of all sizes to deliver scalable and personalised experiences,” said Craig Dewar, director, Microsoft Dynamics CRM product marketing. “Moxie’s multichannel 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.”
"The partnership between Microsoft and Moxie Software is just one of those partnerships in the industry that makes complete sense to me,” said Paul Greenberg, president of The 56 Group, LLC. “Each of them fully complements the other, they are located in the same city and both of them are quality companies who have the right ideas on how to partner. While I don't often endorse partnerships, I like this one, strength to strength."

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