Moxie Software Adds BMC Remedy to its Spaces Connect Application Library

Integration Reduces Case-resolution Time, Empowers Helpdesk Agents to Become More Productive and to Solve Complex Cases Faster

SUNNYVALE, Calif., Oct. 15th, 2013 – Moxie Software, Inc., the leading provider of customer-centric enterprise social software, today announced the integration of Spaces by Moxie™ with BMC Remedy IT Service Management (ITSM) suite. Enterprises using BMC Remedy ITSM can now offer helpdesk agents with a robust knowledge base application that provides accurate answers for faster resolution times.

How the integration works

Knowledge Spaces™ is presented within the BMC Remedy ITSM desktop for a seamless user experience. Agents spend less time looking for solutions and are able to provide a superior service experience to their customers. Specific features of the integration include:

  • Link article to case: seamlessly search for answers within the knowledge base and attach the relevant article to enable case resolution;
  • Case-to-article: automatically convert case activity into a knowledge base article to be published immediately or processed through the knowledge workflow for routing and approval;
  • Contextual search: as agents conduct searches within the knowledge base, they are instantly presented with contextually relevant content from previous searches;
  • Reporting: provide supervisors comprehensive information about agent search activity, in addition to the accuracy and effectiveness of knowledge articles; and
  • Single sign-on: seamlessly access information from the knowledge base via single sign on.

Comments about the news

“Our integration with BMC Remedy gives customers new efficiencies to improve their IT services and support strategy,” said Nikhil Govindaraj, Moxie Software’s vice president of products. “Our Spaces Connect integration framework enables Moxie’s applications to easily connect with a wide range of third-party products, delivering customers great value in a short time.”

Availability

The integration is available immediately for BMC’s Remedy OnDemand and license offerings, including versions 7.6.04 and 8x of BMC Remedy AR.

About Moxie Software, Inc.

Moxie Software provides the only customer-centric enterprise social software suite that enables companies and organizations to effectively connect employees, customers and partners to engage in business, share knowledge and collaborate. Spaces by Moxie is a comprehensive solution that powers more than three billion social interactions per year for leading organizations in consumer services, financial, healthcare, high-tech and media and entertainment. Moxie Software’s customers are able to innovate faster, improve operational efficiencies and provide superior customer experiences. To learn more about Moxie Software, visit www.gomoxie.com.

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Moxie Software, Knowledge Spaces, Spaces by Moxie and Spaces Connect 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.