Moxie Software and Microsoft have partnered to provide Microsoft Dynamics CRM with comprehensive multi-channel and knowledge base solutions to deliver superior customer experiences. If you are considering online customer service tools such as email, chat, knowledge base, or web self-service, take a look at these webinar slides detailing the features Moxie Software brings to Dynamics CRM customers.

1. MOXIE SOFTWARE +
MICROSOFT DYNAMICS CRM:
DELIVERING CUSTOMER EXPERIENCE EXCELLENCE
Thank you for joining us. We will begin promptly at
9:00am PT / 12:00pm ET.
You will need to use WebEx audio – receive a call back pop-up or
dial-in options available under “Communicate” tab.
All lines are muted. Please use the Chat panel for questions.
PROPRIETARY &
1 CONFIDENTIAL

2. WELCOME
• Thank you for joining today!
• Submit questions via the WebEx Chat panel & Twitter –
@MoxieSoft & @MSDynamicsCRM
• Session will be recorded and sent to attendees with presentation.
• Today’s Speakers:
Ben Werner Nikhil Govindaraj
Senior Product Marketing Manager Vice President, Products
Microsoft Moxie Software
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 http://www.linkedin.com/in/benwerner

7. Microsoft Dynamics CRM Momentum
Forrester CRM Wave Report
Gartner Magic Quadrant*

8. Key Trends Impacting Customer Relationship Management

9. An Unprecedented Rate of Change
source: socialnomics.com

10. An Unprecedented Rate of Change
source: Yale Professor Richard Forster

11. Placing customer relationships at the center
Transform
Exceed
Increase

13. Tablet Desktop Phone
Cloud On-Premises

14. Our Foundation

15. MOXIE AND MICROSOFT JOIN TO
DELIVER SUPERIOR CUSTOMER
EXPERIENCES
PROPRIETARY &
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16. ABOUT MOXIE
• Headquartered in Sunnyvale • 600 Enterprise Customers
• Technology Centers • Recognized Leader Gartner MQ
Bellevue Austin • Domain expertise in customer service &
Bangalore London support
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17. MOXIE’S ENTERPRISE CUSTOMER BASE
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18. INTEGRATION WITH DYNAMICS CRM OFFERS
DIFFERENTIATED AND PERSONALIZED
CUSTOMER EXPERIENCES AT SCALE.
 Use Dynamics CRM as the single source
of truth for customer and interaction data.
 Single agent desktop that integrates
multi-channel interactions to contact and
case records within Dynamics CRM.
 Automatically search the knowledge base
from within the case record for faster
case resolution.
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19. KNOWLEDGE SPACES
Knowledge Spaces delivers instant and accurate information directly within Microsoft
Dynamics CRM to help organizations:
• Find the Right Answers: Automatically
search the knowledgebase based on the case
title and display articles
• Publish from Cases: Research and create
answers within a case and publish it to the
knowledgebase
• Provide Consistent Responses: Ensure
quick and accurate communication across all
channels
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20. CHAT SPACES
Service Chat Spaces delivers instant help at your customers point of need by accessing
Microsoft Dynamics CRM data to help organizations:
• Personalize Conversations: Full access to
cases and contacts in Dynamics CRM as
soon as a chat is accepted
• Increase Agent Productivity: Support
multiple, simultaneous chats per agent with
an intuitive interface
• Provide a Single Source of Truth: Ensure
Dynamics CRM is your sole source for
accurate customer data by creating or
updating cases at every touch point
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21. SALES CHAT SPACES
Sales Chat Spaces proactively engages website visitors by accessing Microsoft Dynamics
CRM data to help organizations:
• Drive Online Sales: Utilize Dynamics CRM
information to reduce site abandonment and
generate sales
• Personalize Conversations: Full access to
cases and contacts in Dynamics as soon as a
chat is accepted
• Generate Leads: Create leads in Dynamics as
part of a chat session and associate with a case
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22. WEB SELF-SERVICE SPACES
Web Self-Service Spaces delivers instant and accurate information 24x7. By integrating
with Microsoft Dynamics CRM, organizations can:
• Deliver the Right Answers: Deploy
embeddable widgets (FAQs, hot topics, etc.)
to provide answers exactly where your
customers need them
• Provide Easy Case Management: Allow
customers to open new cases from within the
customer self-service portal
• Enable Consistent Responses: Ensure
instant and accurate information and reduce
cost of more expensive channels
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23. DETAILS. DETAILS
• How is it offered?
Available in the Cloud and Onpremise
• How much does it cost?
The integration is FREE
• How can I learn more?
Visit resources.moxiesoft.com/dynamics to view recorded demos,
download data sheets, and request a customized demo
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24. THANK YOU
• Questions:
• WebEx Chat Panel
• Twitter: @Moxiesoft & @MSDynamicsCRM
• Session recording and presentation will be sent via email
• Contact Moxie:
• info@moxiesoft.com
• +1.800.474.1149
• www.moxiesoft.com
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