Microsoft Dynamics Integration

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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

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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.

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