Moxie Software Expands Its Salesforce Integration

Spaces by Moxie Integrates Its Communication Channels – Chat, Email and Knowledgebase – with Salesforce.com’s Service Cloud; Delivers Increased Agent Productivity and Support

SUNNYVALE, Calif. April 16th, 2012 – Moxie Software, Inc., the leading 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, helping businesses connect with their customers faster and become more responsive across multiple communication channels.

“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. “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

  • Leverage companies’ investments in the Service Cloud Contact and Case management capabilities as well as any other tools used.
  • 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 seamlessly and cost-effectively.
  • Protect critical information with the latest security advancements.
  • Deliver cross-channel interaction history to Service Cloud users.
  • Single sign-on ensures that all users have a seamless experience.

Knowledge Spaces

  • 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 a customer case.
  • Email resolutions to the customer.
  • Push new article content from cases to the knowledge base for review and publication.
  • Single sign-on ensures that all users have seamless access to Knowledge Spaces content.

Moxie’s chat and email solutions enable companies to provide their customers a superior online experience while reducing costs. Chat Spaces™ enables agents to handle multiple real-time communication sessions simultaneously. Email Spaces™ facilitates a company’s efficient response to high e-mail volumes accurately with sophisticated e-mail routing, automated responses, and customer-specific auditing. Knowledge Spaces™ gives agents quick access to critical information through a unified knowledge portal.

Spaces integration with Salesforce.com’s Service Cloud for Chat, Email and Knowledge Spaces is available immediately for customers of Salesforce Professional and Enterprise editions. Moxie’s Chat Spaces and E-mail Spaces are available on Salesforce.com’s AppExchange marketplace.

Moxie Software, Spaces, Spaces Connect, Email Spaces, Chat Spaces and Knowledge Spaces are trademarks of Moxie Software, Inc. All other company and product names mentioned are used only for identification purposes and may be trademarks or registered trademarks of their respective companies.