DATA SHEET
MOXIE LIVE CHAT FOR
SALESFORCE.COM
Seamless Integration for Increased Efficiency
T H E I N T E G R AT I O N
Moxie Live Chat™ integrates with
Salesforce.com’s Service Cloud to:
•
Provide agents with on-demand
access to Service Cloud Contacts
and Cases
•
Handle millions of interactions
seamlessly and cost-effectively
•
Protect critical information with the
latest security advancements
•
•
Single sign-on ensures that all users
have seamless access to Live Chat
•
responsiveness
rates and improves customer satisfaction.
Agents can respond rapidly, accurately,
and securely directly from a single
•
users
•
to provide exceptional support to
Deliver cross-channel interaction
help at the point of need. Agents can
history to Service Cloud users
respond to and offer live chat service
Leverage your investment in the
and quality responses, while supporting
Service Cloud Contact and Case
multiple, concurrent customer sessions.
management capabilities as well as
any other tools used
Seamless Access to Salesforce.com’s Service cloud From Moxie Live Chat
Handle millions of interactions
seamlessly and cost-effectively
Moxie Live Chat enables companies
customers by providing personalized
Provide controlled access to all
interaction history for Service Cloud
desktop.
T H E M OX I E S O LU T I O N
Easy access to Service Cloud to
increase agent productivity and
This process helps increase resolution
requests with tools to aid productive
•
Benefits
•
Respond Rapidly, Accurately, and
Securely
•
Monitor quality for continuous
improvements
DATA SHEET
Single Sign On
Reporting
Moxie Live Chat seamlessly uses existing
Moxie Live Chat supports both historical
Service Cloud credentials to log agents
and real-time reporting. Reports can
into Moxie Live Chat Agent Client and
be created for the System, Agent,
Service Cloud. This allows companies to
Service Line, Department, Chat Session
Moxie Live Chat™ is
manage one set of user credentials.
Disposition Code, Referral Code, and
easy to deploy and fits
Proactive Rules data.
Contacts and Case Creation
Agents can create a new Contact and
Case based on business requirements.
Associate chat sessions to an existing, or
to a new Contact and Case created by
an Agent.
Build custom reports in Service Cloud
to suit your needs. Reporting includes
seamlessly into existing
infrastructure without heavy
agent activity, email categories, and chat
IT dependence. It enhances
dispositions.
agent productivity, leverages
Live Chat also gives you access to
past investments, and
standard report templates, which you
improves service speed and
Global Workflow
may use to evaluate and manage
Administrator offers the flexibility
operational efficiency (e.g. handled and
to configure and distribute queue
abandoned inquiries, inquiry wrap-up
availability to Agents on the fly and
time, and first-call resolution), agent
based on business rules, to meet
performance, staffing and service levels,
dynamic business requirements.
channel and problem resolution usage,
quality.
and queuing requirements - even across
Administrators can create workflow
multiple sites.
processes to handle customers who
enter the system through Live Chat.
Reporting includes agent activity, email
categories, and chat dispositions stored
Built-in productivity tools
enable agents to support
Service Cloud user interface is directed
as part of the Service Cloud case. The
to the proper screen within Moxie’s
capabilities allow custom reports to be
concurrent customer chat
Agent Client based upon workflow.
built in Service Cloud as needed.
sessions with a high degree
Save keystrokes by directing the agent
to Contact or Case screens based on
interaction status.
Automatic Chat Threading and Chat
Transcripts
Security and Encryption
of quality and accuracy all
Moxie Live Chat offers a secure
while acing Service Cloud’s
authentication model, a robust roles
customer information.
based authorization mechanism, and
supports Secure Sockets Layer (SSL)
Cases ID support allows a single
as a means of safe and encrypted
case to have multiple chat sessions
communication if necessary. SSL can be
associated with it - automated or under
used for all interactions between agents
agent control. Automatically insert chat
and customers, as well as between
transcripts into Service Cloud connected
agents and Moxie Live Chat server. Even
to the case assigned to the Contact.
administrators can be required to access
Agents can also attach the same chat
the administration module via SSL.
transcripts to multiple cases. This allows
each Service Cloud user to access
interaction history.
www.gomoxie.com
HQ | San Bruno, CA
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
Copyright © 2014-2016. Moxie
Toll Free: +1 (800) 474-1149
Toll Free: +1 (800) 474-1149
Toll Free: +1 (800) 474-1149
Software. All rights reserved.