DATA SHEET
MOXIE FOR MICROSOFT
DYNAMICS CRM
Create a Differentiated Service Experience
T H E I N T E G R AT I O N
Moxie seamlessly integrates with
Microsoft Dynamics CRM to help
organizations create a differentiated
service experience by delivering
•
Single Sign-on ensures seamless
access to Moxie with a single set of
user credentials
Benefits
•
Drive Seamless Multi-channel
Interactions: Provide agents with a
360-degree customer view across
T H E M OX I E S O LU T I O N
multiple channels in real-time. An
consistent answers, enhancing agent
Moxie for Microsoft Dynamics CRM
productivity, and improving customer
enables organizations to provide
history enables agents to provide a
satisfaction.
differentiated and personalized customer
rich customer experience.
Key features include:
•
On-demand access to Dynamics
CRM Contacts and Cases from
multiple customer touch points
•
Access complete customer
interaction history and gain full
context of all interactions
•
experiences at scale. The solution
improves the way businesses interact,
instant snapshot of the customer
•
Deliver Consistent Messaging:
Allow agents to access and update
understand, and delivers a superior
contact and cases on the fly.
customer service.
Provide consistent answers to your
Moxie ensures that the voice of the
customers across all channels, with
customer is heard and the organization
a single source of truth, your CRM.
can respond effectively in order to build
customer loyalty and satisfaction.
Create and update Cases and
Contacts in Dynamics CRM across
multiple channels from the Agent
Desktop
•
Increase Agent Efficiency: Integrate
multi-channel interactions to contact
and case records within Microsoft
Dynamics CRM. Help agents find the
information they need quickly and
easily with an intuitive and unified
desktop, increasing their productivity
and responsiveness.
Seamlessly Integrate Dynamics CRM with Moxie
DATA SHEET
CRM. This allows companies to manage
Unified Agent Desktop
Embed Microsoft Dynamics CRM
within the agent desktop and ensure all
customer information across different
channels is seamlessly updated. Agents
can view and update Contact and Case
information in Dynamics CRM from the
a single set of user credentials for
authentication.
360-degree Customer View at Every
Interaction Point
Integrate multiple channels with
agent desktop. They can also create new
Dynamics CRM and enable agents to
Cases for the incoming customer queries
access complete, up-to-date customer
or append them to existing Cases in
information and customer interaction
history in real-time enabling them to
Dynamics CRM.
provide a prompt and personalized
All customer interaction via Moxie is
service to your customers.
stored in Dynamics CRM as activities,
along with the agent notes and
disposition codes.
Information Access and Aggregation
Regarded as one of the
best values in the industry.
Microsoft Dynamics CRM
Security and Encryption
helps increase productivity
Moxie offers a secure authentication
and create a connected
model, a robust roles-based
authorization mechanism, and supports
organization that is equipped
Moxie provides a rich set of features such
Secure Sockets Layer (SSL) as a means
as multilingual spell checking, auto-
of safe and encrypted communication
to please customers.
correct, keyboard shortcuts, and the
if necessary. SSL can be used for all
ability to refine responses that enables
interactions between agents and
agents to provide a personalized service.
customers, as well as between agents
provides users with a
and Moxie services. Even administrators
multitude of business
can be required to access the
intelligence and data
Agents can choose responses from
libraries of pre-stored Web pages, Auto
Pilot, Text Scripts, and FTP sites and
eliminate the drudgery of retyping key
phrases.
administration module via SSL.
Reporting
Microsoft Dynamics CRM
visualization capabilities to
drive sales growth.
Moxie supports both historical and realtime reporting. Reports can be created
Intelligent Routing
Intelligent routing rules ensure that
incoming customer interactions such
as Live Chat and Email are routed to
the best available agent. Routing can
be personalized, based on customer
preferences.
for the System, Agent, Service Line,
Department, Chat Session Disposition
Code, Referral Code, and Proactive Rules
data.
The solution also gives you access
to standard report templates, which
you may use to evaluate and
Single Sign On
manage operational efficiency, agent
Moxie uses existing Dynamics CRM
performance, staffing and service levels,
credentials to log agents into Moxie’s
and queuing requirement even across
Agent Client and Microsoft Dynamics
multiple sites.
www.gomoxie.com
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Bellevue, WA
Austin, TX
EMEA | Reading, UK
[email protected]
Tel: +1 (650) 294-4680
Tel: +1 (425) 467-5000
Tel: +1 (512) 904-3400
Tel: +44 (0) 870-904-1122
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Toll Free: +1 (800) 474-1149
Toll Free: +1 (800) 474-1149
Toll Free: +1 (800) 474-1149
Software. All rights reserved.