Moxie Software has updated its enterprise social software suite, and launched a new offering called Spaces by Moxie, which integrates customer communication channels with internal employee collaboration.
Previously, Moxie Software has offered businesses a customer relationship management (CRM) type of social software, allowing employees to interact with clients through communities, chat, email response alerts and co-browsing capabilities, as well as integration with sites like Twitter.
It also offered an internal employee collaboration platform, similar to Jive, allowing employees to collaborate through activity feeds, wikis, groups and projects.
Now the two offerings have been integrated to the Spaces tool under several different products.
These include an Expert Connect feature that will enable cross-departmental collaboration for customer service, IT, human resources, sales and marketing to ensure accurate information is shared through all customer communication channels, whether by chat or social media.
"Expert Connect formalises the connection between the customer collaboration platform and external channels," Moxie Software chief executive, Tom Kelly told V3.
"Before customers were doing their own integration, but now we offer the integrated suite ourselves. We wrote the code. So if a question comes up on chat and the support centre doesn't know the answer, the contact centre can escalate the query into a work group."
Meanwhile, its Spaces Connect framework, which features pre-built connectors, integrates Spaces with applications such as CRM, enterprise resource planning and human resources software.
The new version of Spaces by Moxie will be available by 31 March, 2012.
Moxie Software made headlines at the end of last year when Jonathan Schwartz, Sun Microsystems' former chief executive, took a job at its board of directors.
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