Spaces by Moxie Adds Microsoft Lync Integration

In November 2012, Moxie Software announced a partnership with Microsoft to offer an integrated customer service and engagement solution using a pre-built integration to connect Dynamics CRM with the Spaces by Moxie customer service and sales suite. 

Beginning April 1, businesses can add Microsoft's Lync to their Spaces by Moxie integration, the company announced. Now sales and service contact centers will be able to manage Lync phone calls through Moxie Software's unified agent desktop, according to Tara Sporrer, VP of marketing at Moxie. And the Lync platform gives agents the ability to collaborate in real-time and Lync's future integration with Skype will allow for broader customer access to multi-channel contact centers.

Spaces by Moxie is a suite of tools designed to help contact center and sales agents access customer data across multiple channels - Web self-service, email, service and sales chat, social media, click-to-call, and community tools - to provide a more seamless customer experience.

"We're building upon the November announcements, as we integrate our solution with Dynamics CRM, and now adding the Lync integration to it for voice," Sporrer said. "In November what we talked about was integrating Dynamics CRM with [channels] other than voice, which was e-mail, chat, social media, etc. Now adding the voice component as a channel provided by Microsoft via Lync to the contract center really introduces Lync into the contact center in an effective way that provides a unified customer experience from phone to customer service to email, across the board as it should be."

Sporrer said for the enterprise, Lync is a more cost effective alternative to the traditional heavy phone switch or phone-based systems that enterprises may or may ...