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Microsoft adds social features to Dynamics CRM

Partnership with Moxie Software will allow Dynamics CRM users to bring together customer and interaction data in one place

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Microsoft is integrating new social collaboration features with Microsoft Dynamics CRM through a partnership with Moxie Software.

Offered on premises or in the cloud, Moxie Software’s Spaces by Moxie suite is now available to work with Microsoft Dynamics CRM. The suite contains Knowledge Spaces, Email Spaces, Chat Spaces, Web Self-Service Spaces, CoBrowse Spaces and Social Media Spaces.

The combined offering allows customers to use Microsoft Dynamics CRM as the single source of truth for all customer and interaction data, said Microsoft, benefitting from a single agent desktop that works with multi-channel interactions integrated with contact and case records within Microsoft Dynamics CRM.

Users can automatically search the knowledge base from within the case record for faster case resolution, and publish information from the case record into the knowledge base as knowledge articles to improve the effectiveness of the knowledge base.

They can also proactively engage customers on a website via rules-driven chat and create lead/case records within Microsoft Dynamics CRM where appropriate.

Firms can help ensure accurate data by allowing agents to update Microsoft Dynamics CRM from within the agent desktop.

Craig Dewar, director of Microsoft Dynamics CRM product marketing, said, “Having the right tools not only means enabling high productivity for customer care teams, but more importantly it means transforming the workforce into a market intelligence network.”



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