moxie and microsoft at convergence 2013

1 PROPRIETARY & CONFIDENTIAL1 PROPRIETARY & CONFIDENTIAL

CREATE EXCEPTIONAL CUSTOMER EXPERIENCES

MOXIE AND MICROSOFT Ben Werner, VP Microsoft

Nikhil Govindaraj, VP Products Moxie Software

2 PROPRIETARY & CONFIDENTIAL

#Conv13

#Moxiesoft

TWEET YOUR QUESTIONS DURING THE EVENT

Microsoft Dynamics CRM

Ben Werner

An Unprecedented Rate of Change

1920’s 2010’s

67

years

source: Yale Professor Richard Forster

1980’s

2020’s

Average lifespan of a company on the S&P 500

25

years

15

years

75% of companies will be ones that

don’t exist today.

25%

of companies

will be ones that exist

today.

The ages of business

source: Outside In – Forrester Research

1900

1920

1940

1960

1980

2000

2010

1960 -1990

Age of Distribution

1900 -1960

Age of Manufacturing

1990 - 2010

Age of Information

2010 - ???

Age of theCustomer

The age of the customer – why now?

Rise of the Individual

Social Media Mobility

The business impact can be spectacular

Become a dynamic business:

ThoughtfulInteractions

Flawless Execution

Actionable

Insight


Use Dynamics CRM as the single source of truth for customer and interaction data.

Single agent desktop that integrates multi-channel interactions to contact, case, lead records within Dynamics CRM.

Automatically search the knowledge base from within the case record for faster case resolution.

Integrate Lync for voice in the contact center.

DELIVER DIFFERENTIATED AND PERSONALIZED CUSTOMER EXPERIENCES AT SCALE.

Tweet Questions #Conv13 and #Moxiesoft


CHAT SPACES

• Personalize Conversations: Full access to cases

and contacts in Dynamics CRM as soon as a chat is

accepted

• Increase Productivity: Support multiple,

simultaneous chats per agent with an intuitive interface

• Single Source of Truth: Dynamics CRM is your sole

source for accurate customer data by creating or

updating cases at every touch pointTweet Questions #Conv13 and #Moxiesoft


ROI: Increased C-SAT, Better First call

resolutions, Move most interactions to

Chat, Agents are able to handle multiple real

time interactions simultaneously,

Increasing producing & decreasing average

wait time

CUSTOMER SUCCESS



ROI: US Cost Savings

for Chat Cobrowse instead of using

phone is $195,000 per year

CUSTOMER SUCCESS



Why Moxie: Deployment Options

– On Premise vs. Hosted, Single Suite

of Products

CUSTOMER SUCCESS



SALES CHAT SPACES

• 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



Why Moxie:Security,

Scalability,Performance,

Cost of Ownership,Integrated Desktop,Elevate the Dell chat

experience

CUSTOMER SUCCESS



ROI: Captured 40% of the previously abandoned traffic with Chat Spaces & increased sales

rate via chat channel by 35%

CUSTOMER SUCCESS


Business Problem: 90% of sales revenue is from online websites.

USAP needed a Chat & Email solution to

manage online sales & services.

CUSTOMER SUCCESS



KNOWLEDGE SPACES

• 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



Why Moxie: Improved Workflow & Article Management • Configurable portal & article implementing

portal templates, Robust search engine, &

Licensing model

CUSTOMER SUCCESS



ROI: Increased productivity by 30% & reduced costs by 38%

CUSTOMER SUCCESS



WEB SELF-SERVICE SPACES

• 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



Why Moxie: Auditing/reporting time-based, Skill

based routing, Ability to prioritize high

valueCustomers,

Multi-language capabilities, Single

product suite

CUSTOMER SUCCESS



Why Moxie: Ability to seamlessly

integrate with existing infrastructure,

Database flexibility, & Intuitive interface

CUSTOMER SUCCESS



Why Moxie: Lower Total Cost of

Ownership & Time to Value for Implementation

CUSTOMER SUCCESS



EMAIL SPACES

• Rich ERMS functionality: email and web forms with

advanced routing based on skill set and other parameters

• Increase Agent Productivity: Rich desktop tools to

enable higher productivity

• 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 pointTweet Questions #Conv13 and #Moxiesoft


Why Moxie: Scalability,

Ability to route interactions to

tiered agents, & suite of product

offerings


CUSTOMER SUCCESS


ROI: Agents can now handle

5x as many emails, Improved response time,

Improve customer experience


CUSTOMER SUCCESS


Why Moxie: Scalability, Ability toprovide consistent,

multi-channel solutionsacross email & chat,Delivery Options –

Hosted & On Premise


CUSTOMER SUCCESS


Business Problem: Using Outlook, which is

unable to handle their 12k emails/day. Needed improved tracking,

automated workflow, approvals, reporting. Due

to the high wealth environment, they needed

tracking & approvals to ensure information was

correct and being sent to the correct clients.


CUSTOMER SUCCESS


LYNC INTEGRATION – RELEASED MARCH 19TH

• Routing: Route Lync calls along with other multi-channel media for true blended agent functionality

• Multi-channel Agent Desktop: Single agent desktop to deliver efficient and optimized experiences to Agents

• Dynamics CRM: track all Lync phone calls within Dynamics CRM for single source of customer truth



THANK YOU

QUESTIONS AND ANSWERS

#CONV13 #MOXIESOFT

moxie and microsoft at convergence 2013

Business

customer success roi

customer whynow

customer successroi

customer successwhy

customer selfservice

sales chat spaces

customer andinteraction

chat channel