Moxie Software Announces New Customer Service Functionality Designed for Highly Regulated Industries
New Features of Email and Chat Spaces Allow Companies to Meet Compliance and Regulatory Demands, While Delivering Better Customer Experiences
SUNNYVALE, Calif. May 23, 2012 – Moxie Software, Inc., the leading provider of customer-centric enterprise social software, today announced enhanced functionality for its Spaces by Moxie™ suite that enables companies in highly regulated industries to expand customer service beyond traditional contact centers. By using Spaces by Moxie, organizations can deliver more accurate answers to customers through a variety of communication channels that provides management, monitoring, and security features designed to meet regulatory and policy requirements.
“The new functionality of Spaces by Moxie has been designed to fulfill customers’ demands for the highest level of security and sophisticated support,” said Nikhil Govindaraj, vice president of products at Moxie Software. “More customers choose online communication channels to get the right answers to their questions, adding pressure to organizations to implement secure, flexible and cost-effective technologies.”
Moxie’s Email Spaces™ and Chat Spaces™ give contact center professionals a secure, multi-channel interaction environment to deliver superior experiences to their customers. New product features include:
- Email Compliance Management: enables contact centers to automate e-mail communications to meet specific industry regulatory requirements, as email responses are routed for approval based upon defined business requirements.
- Real-time Agent Inbox Monitoring: gives supervisors visibility and access to agents’ inboxes in order to manage compliance with industry and corporate regulations, as well as ensure adherence to service level agreements (SLAs).
- Offline E-mail Alerting: bridges the gap between managed and unmanaged e-mails systems, enabling personalized communications with high value customers by notifying account managers of inbound e-mails.
Real-time Chat Collaboration: Agents can now bring policy subject matter experts directly into the customer chat session, allowing questions to be answered quickly and accurately.
In a research report from Forrester Research, Inc., “Navigate The Future Of Customer Service,” published in January 2012 and led by senior analyst Kate Leggett, it identified that three-quarters of consumers move to another channel when online customer service fails. In the report, Forrester highlights that “customer service organizations are paying increased attention to providing customer service agents with the information, knowledge, and data they need at the right time in the resolution process in order to increase first closure rates for incidents while keeping handle times down and satisfaction high.”
Through a secure interface, Email Spaces facilitates a company’s efficient response to high email volumes accurately with sophisticated routing, automated responses, and customer-specific auditing. Chat Spaces enables agents to handle multiple, real-time communication sessions simultaneouslyenabling teams to support complex interactions. Supporting a multi-channel communications strategy, Moxie recently announced its Expert Connect™, a key feature of Spaces by Moxie suite. Expert Connect facilitates cross-departmental collaboration for Customer Service and Support, IT, HR, and Sales and Marketing.
The new features of Moxie’s Email Spaces and Chat Spaces will be available in mid-July. For additional details, see how highly regulated industries can benefit from Moxie’s solutions.
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 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, Spaces, Email Spaces, Chat Spaces and Expert 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.