The core engine powering all communication and collaboration activity within the enterprise connecting customers and employees
The Spaces by Moxie platform is the core engine that powers all communication and collaboration activity within the enterprise connecting customers and employees. Key components of this platform allow for multi-channel interactions to be routed to the right experts within the contact center to ensure that the customer gets the right answer in the shortest possible time. Dynamic expertize profiles ensure that subject matter experts within the enterprise are quickly identified so that the right answer can be sourced wherever it is available.
The Knowledgebase provides the single repository of content allowing both internal users as well as customers to easily find the right answer. Information captured from social tools within the enterprise such as Wikis, Blogs etc., can be quickly converted into knowledge content that can be processed via workflow and other content management services before being published as verified content. Powerful search across the suite ensures that the right answer is found regardless of where it is located.
Spaces ConnectTM is the integration platform that allows for the fast and flexible development of integrations into key business applications within the enterprise. Integrations can be developed at the user interface layer, database layer or at the application layer to ensure that the end user has the right information in the right context to ensure a great customer experience.
Analytics within the platform ensures that key performance indicators are measured across the suite to ensure constant optimization. Historical reports and real time statistics ensure that customer interactions comply with service level agreements and customer satisfaction scores are constantly monitored. Content and search reporting ensures that the right content is available and optimized for best results.
The Listening and Sentiment Analysis component ensures that the enterprise can tune in to social media channels such as Facebook and Twitter and monitor for signals that need to be responded through the integrated desktop.