Moxie Software-Promoting Social and Multichannel Customer Service




Moxie Software hopes to instill, well, the “moxie to be social” mantra in its customers. Its software suite ensures that the proverbial “voice of the customer” can be heard—it gives organizations the ability to respond quickly and effectively to build customer loyalty and satisfaction by connecting customers with the right people in organizations at the right time. As part of the push to focus on its social software platform, the software vendor changed its original name from nGenera to Moxie Software in late 2010 (the company was founded in 2006).

Moxie Software enables companies—in a single suite called Spaces by Moxie—to connect employees, customers, and partners to engage in business, maintain relationships, share knowledge, and collaborate (see figure 1). Various Spaces by Moxie applications facilitate more than 3 billion social interactions each year for leading organizations in the financial services, higher education, information technology (IT), media & entertainment, retail, and pharmaceutical markets. More than 600 of the world's renowned and innovative companies leverage Moxie Software solutions to transform their customer experience. Some its customers include Nationwide, Marriott, EMC, Staples, Dell, and eBay.

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Figure 1

Moxie Software recently launched its Social Knowledgebase product (see here), which combines knowledge management technology with free enterprise collaboration apps (see here). With this product, Moxie bridges the gap between knowledge workers and contact center professionals by giving enterprises the ability to tap into the collective knowledge of their employees to enhance customer service—providing the right answers to customers, faster (see figures 2 and 3). In the next 12–18 months, Moxie will focus on growing the adoption of this technology.

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Figure 2

Moxie Software also owns a thought leadership (think tank) division—Moxie Insight—that provides over-the-horizon research and thought leadership in enterprise technology, talent development, and collaborative innovation. The vendor’s services include corporate strategy advisement, software implementation, and training.

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Figure 3

What Moxie Does Well (and Perhaps not That Well) in Comparison

Some might think of Moxie and KANA are direct competitors, as the companies have some a few things in common—for example, they are both run by ex-Epicor C-level executives and have close alliances with Microsoft. Both vendors have been growing nicely of late, although KANA is quite larger in part due to a few recent acquisitions. Both vendors are exceptionally talented in Web-based customer service (WCS)—i.e., chat, click-to-connect, and co-browse—but while KANA is solely concerned with providing excellent customer service, Moxie plays to other users as well, e.g., human resources (HR), IT, sales & marketing, and customer service. KANA is almost entirely concerned with business-to-consumer (B2C) and government-to-citizen (G2C) multichannel customer service, whereas Moxie is more focused on both commercial multichannel customer business-to-business (B2B) and business-to-consumer (B2C) customer service.

Both vendors also have strong knowledge base (KB)/learning platforms upon which they have built some digital channels (e-mail, chat, Web self-service [WSS], etc.). KANA is much stronger in the realm of the Agent Desktop in the Contact Center, with adaptive/dynamic case management backed by strong business process management (BPM) capabilities. KANA unifies all channels from phone to social to mobile, and delivers context across all channels in real time. Moxie has a somewhat less well-rounded version of these capabilities.

On the other hand, Moxie does social communities/social knowledge better than KANA. Although KANA also caters to social communities, the company’s revenue does not derive from it. The majority of KANA customers use Lithium or Jive Software for social communities, and KANA competes with Salesforce Marketing Cloud (Radian6), Attensity, and Clarabridge for social listening/monitoring.

As Moxie is not concerned with case management, it does not compete with Pegasystems, KANA, IBM BPM, Open Text, etc. The company competes mainly with the large providers of contact center solutions based on knowledge bases, such as eGain and Oracle CX (formerly RightNow, InQuira, Siebel, etc.) on the one side, and with Jive on the social collaboration side. The company recently delivered the Chat Engage+ product, which should help companies better engage and advertise with Facebook users via Facebook’s social graph (see here).

What Does Moxie Do Really Well? 

Moxie does a great job of enabling better customer experiences in high-volume, complex B2C environments. Moxie powers the largest chat deployment in the world at Dell; other customers include Epson, Canon, Skype, 3M, and Staples. Moxie has tremendous capabilities in financial services, with several of the world’s leading banks on its client roster, and in retail, high tech, travel, and health care.  The vendor’s point of view is that knowledge powers all communication channels from social to e-mail, and the company provides best-in-class technology in across each channel (i.e., WSS, E-mail, Chat, Co-Browse, Click to Call, Social Media Response, and the underlying Knowledgebase). 

What makes Moxie unique is the two primary things below:

  1. Moxie has a rapid integration platform called Spaces Connect, which enables integration into existing systems easily, including customer relationship management (CRM) solutions such as helpdesk, order fulfillment system (OFS), and enterprise resource planning (ERP).

  2. The company built a world-class collaboration platform that was informed by IDEO, an innovation and design firm, which connects collaboration with traditional knowledge. Delivering the next-generation knowledge platform and providing best-in-class multichannel customer service and sales solutions is the core of Moxie.


Moxie Product Marketer Adds More Flavor

To zoom in into some of the aforementioned observations, we recently spoke to David Lowy, vice president of product management at Moxie Software. In this role, David leads the strategic product direction and oversees global product management to deliver industry-leading product releases.

TEC: What is your ideal customer profile?
DL: Our customer profile is typically B2C customers with a high volume of customer interactions who want to provide superior customer experiences. Moxie's multichannel customer communication solutions have been successfully implemented by enterprises in the financial services, high tech, retail, travel, and healthcare industries. With the Healthcare Affordable Act, we are anticipating a higher demand for customer communication channels technology in this industry segment.

TEC: Which products, regions, and industry segments have been most active as of late? What do you foresee in the next 12–18 months, more of the same, or not?
DL: Moxie is a market leader in providing customer communication channel solutions, especially knowledge base, e-mail, chat, co-browse, and WSS. Moxie has offices in North America; Europe, the Middle East, and Africa (EMEA); and Asia and is anticipating a higher demand for its products across the regions as companies look to support multichannel customer communications.

TEC: What is your high-volume analytics (big data) strategy and offerings?
DL: Moxie’s platforms have open databases with complete data dictionaries for customers to incorporate with their data warehouses. Our experience is that multichannel interactions must merge with other customer data to provide useful big data analytics. That said, we do see value to providing generally available (GA) solutions for structured and unstructured text analytics to enable a deep understanding of the meaning of chats, e-mails, and social interactions contained in Moxie’s database.

TEC: What is your response to the assertion that Moxie is not strong in case management and agent desktop BPM capabilities, say, compared with Pegasystems or KANA?
DL: One of our differentiators is that we have an integration platform called Spaces Connect that enables rapid integration into a variety of apps that agents need access to in order to provide a stellar customer experience.

TEC: What about your video recording/replaying and virtual assistant capabilities?
DL: Spaces by Moxie supports virtual assistant technology with seamless integration to live agent assistance for a greater customer experience. Our platforms also support recorded video/playback.

Microsoft (and Other) Partnerships

TEC: At the time of the Microsoft Convergence 2013 conference in early 2013, there was an announcement on your Lync integration (see here). Is it throughout your entire Spaces by Moxie suite, and why Lync and, say, not Skype?
DL: The integration with Lync applies to the Spaces by Moxie suite, including Moxie's knowledge base and multichannel solutions—e-mail, chat, self-service, co-browse, and social media. The initial approach is for contact centers to enable Lync phone as a powerful and cost-effective alternative to hardware-based phone switches. Once Microsoft’s integration with Lync and Skype is completed, agents will benefit from a broader customer access to multichannel contact centers. Moxie is also discussing more direct Skype integration with Microsoft (as mentioned earlier, Skype is a customer of Moxie).

TEC: What is your take on Netbreeze and MarketingPilot within Microsoft Dynamics CRM, i.e., are these overlapping capabilities with those of yours, or, on the contrary, potentially complementary capabilities?
DL: MarketingPilot's capabilities and market are complementary to Moxie’s solution set. Moxie does not provide outbound marketing campaign solutions, as we are focused on inbound sales and support interactions across the multichannel space. On the other hand, Netbreeze is an overlapping solution, as it has been focused on monitoring social channels for marketing and sales as opposed to a social response solution set. Moxie’s focus is to include social channels as part of a complete contact center platform for response.

TEC: What is your long-term growth strategy, i.e., is there any strategy to attract small to medium businesses (SMBs)?
DL: In addition to continuing to develop our partner ecosystems with Microsoft and others, we plan to expand our presence in Europe as well as our global expansion strategy. The product is already serving our global customer base so it is natural that we expand into new markets. The enterprise market has been our sweet spot, for example our partnership with Microsoft and others includes reaching the small and mid-market segments.

TEC: Other than Microsoft Dynamics, who are also your important partners?
DL: A part of Spaces by Moxie, the aforementioned Spaces Connect is a comprehensive framework that effectively integrates information from across the enterprise. Its secure application programming interfaces (APIs) and prebuilt connectors make it easy to integrate Spaces by Moxie with applications such as CRM, ERP, Content Management, HR, and other third-party applications.

Related Reading
Microsoft Convergence 2013 Observations (From Afar). April 10, 2013.
KANA Software and Ciboodle Join Forces for Customer Experience Perfection. July 13, 2012.
 
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