Moxie, Microsoft Dynamics CRM Partnership Will Focus on Offering System of Record in Multichannel Customer Service

Earlier this month, Microsoft Corp. and Moxie Software Inc., a provider of enterprise social software and customer experience solutions, announced a partnership to provide their customers access to a new integration between  Microsoft Dynamics CRM and Spaces by Moxie at no cost.

The companies held a webinar recently to discuss the new partnership, with the focus on the complimentary capabilities of the solutions and the obvious integration possibilities.

"We are the multi-channel layer. We don't have a CRM system," said Nikhil Govindaraj, vice president of products, Moxie Software.

"We don't have a case management system or a ticketing system that we drag with us. We focus on optimizing that interaction layer," Govindaraj said. "So it's all about optimizing your customer experience whether it's on through web self-service or web online chat, email, social media etcetera. And Dynamics focuses on the back-end CRM system. So putting the solutions together gives you the best of both worlds."

Spaces by Moxie is a family of tools aimed at helping contact center and sales agents access customer data across multiple channels - Web self-service, email, service and sales chat, social media, click-to-call, and community tools - to provide a more seamless customer experience.

Dynamics CRM senior product marketing manager Ben Werner, speaking at the event, explained Microsoft's view: that CRM is undergoing a shift from internal process efficiency to also delivering proactive insights and differentiated external customer interactions.

The integration gives customers that single system of record - that single source of truth where all your interactions can reside so you have a true 360 degree view of your customer in Dynamics CRM, Govindaraj added.

"We ...