By using this site, you agree to the Privacy Policy and Terms of Use.
Accept
SmartData Collective
  • Analytics
    AnalyticsShow More
    data science anayst
    Growing Demand for Data Science & Data Analyst Roles
    6 Min Read
    predictive analytics in dropshipping
    Predictive Analytics Helps New Dropshipping Businesses Thrive
    12 Min Read
    data-driven approach in healthcare
    The Importance of Data-Driven Approaches to Improving Healthcare in Rural Areas
    6 Min Read
    analytics for tax compliance
    Analytics Changes the Calculus of Business Tax Compliance
    8 Min Read
    big data analytics in gaming
    The Role of Big Data Analytics in Gaming
    10 Min Read
  • Big Data
  • BI
  • Exclusive
  • IT
  • Marketing
  • Software
Search
© 2008-23 SmartData Collective. All Rights Reserved.
Reading: Moxie Consolidates Software Solutions
Share
Notification Show More
Latest News
ai in automotive industry
AI Is Changing the Automotive Industry Forever
Artificial Intelligence
SMEs Use AI-Driven Financial Software for Greater Efficiency
Artificial Intelligence
data security in big data age
6 Reasons to Boost Data Security Plan in the Age of Big Data
Big Data
data science anayst
Growing Demand for Data Science & Data Analyst Roles
Data Science
ai software development
Key Strategies to Develop AI Software Cost-Effectively
Artificial Intelligence
Aa
SmartData Collective
Aa
Search
  • About
  • Help
  • Privacy
Follow US
© 2008-23 SmartData Collective. All Rights Reserved.
SmartData Collective > Data Management > Best Practices > Moxie Consolidates Software Solutions
Best PracticesCollaborative DataCRM

Moxie Consolidates Software Solutions

EstebanKolsky
Last updated: 2012/03/22 at 4:19 PM
EstebanKolsky
4 Min Read
SHARE

Earlier today I released an analysis note for my customers based on the recent announcement from Moxie Software that it has consolidated their internal collaboration and customer service solutions into one.  The following were the key points:

Earlier today I released an analysis note for my customers based on the recent announcement from Moxie Software that it has consolidated their internal collaboration and customer service solutions into one.  The following were the key points:

Moxie was one of the remaining independent eService vendors (together with eGain, FuzeDigital, FuzeDigital, KANA, Parature, RightNow, and Sword Ciboodle) that needed a distinguishing feature to find their niche market; all vendors in the market are reaching the point of specialization where they establish their niche and live happily ever after in it – it is part of the maturation in the market.

More Read

database compliance guide

Four Strategies For Effective Database Compliance

How The Explosive Growth Of Data Access Affects Your Engineer’s Team Efficiency
What Are the Most Serious Privacy Concerns Regarding Big Data?
7 Consequences of a Data Intrusion: Insights From Asiaciti Trust & MGM International
How To Improve Incident Response Time for Data Breaches

There are three proof points to show this is the right move for them (but I have one concern).

The birth of the collaborative enterprise: ever since we began to talk about the concept of converging social CRM and enterprise 2.0 into what we early on we called social business we maintained that the idea was to reach a level of “hybrid” collaboration between organizations and customers aimed at reaching higher levels of value for both.

Customer Service is the right place to start: I have long maintained that for vendors that have complex customer interactions (what we tend to call business-to-consumer interactions) customer service is the place to be.  This is where most of the transactions take place.  In my many years of doing research in CRM I have found out that between 50% and 90% of interactions for these vendors happen through (or at least get started) Customer Service departments.

Communities are more than just social channels:  The value of a Facebook like or Twitter follower can be discussed (and “calculated”) forever, but it pales in comparison to the value that feedback, knowledge-sharing, and collaboration bring to an organization.  To leverage this power properly an organization must have the ideal infrastructure to support communities to engender data, knowledge, and feedback.

Full disclosure, I have worked with Moxie for the past years advising them on the product direction and strategy as well as market positioning – this is to say that I agree with the proof points since it is what we worked on for that time. However, I do retain one concern about this move: market perception.

Moxie has been perceived as a dual-solution provider: Partly due to the market confusion as to what they delivered but also because it was easy for their competitors to cast them as something they were not (i.e. if they were in a collaboration deal their competitors could cast them as a customer service vendor and vice versa).

I see this as a good move for them, I am watching the progress as the market evolves.

What do you think? Is this another evolution point for Social Business? Is this a good move? Would love to hear your thoughts…

Disclaimers: Moxie is an active client (they were also as nGenera); I am working with them on this launch.  eGain, KANA, and Sword Ciboodle are active clients.  FuzeDigital is an  inactive client. Parature and RightNow (as well as Oracle, who recently acquired RightNow) were never clients. 

EstebanKolsky March 22, 2012
Share this Article
Facebook Twitter Pinterest LinkedIn
Share

Follow us on Facebook

Latest News

ai in automotive industry
AI Is Changing the Automotive Industry Forever
Artificial Intelligence
SMEs Use AI-Driven Financial Software for Greater Efficiency
Artificial Intelligence
data security in big data age
6 Reasons to Boost Data Security Plan in the Age of Big Data
Big Data
data science anayst
Growing Demand for Data Science & Data Analyst Roles
Data Science

Stay Connected

1.2k Followers Like
33.7k Followers Follow
222 Followers Pin

You Might also Like

database compliance guide
Data Management

Four Strategies For Effective Database Compliance

8 Min Read
data access for engineers
Big Data

How The Explosive Growth Of Data Access Affects Your Engineer’s Team Efficiency

11 Min Read
big data privacy concerns
Privacy

What Are the Most Serious Privacy Concerns Regarding Big Data?

8 Min Read
painful lessons from major data breaches
Security

7 Consequences of a Data Intrusion: Insights From Asiaciti Trust & MGM International

6 Min Read

SmartData Collective is one of the largest & trusted community covering technical content about Big Data, BI, Cloud, Analytics, Artificial Intelligence, IoT & more.

data-driven web design
5 Great Tips for Using Data Analytics for Website UX
Big Data
ai is improving the safety of cars
From Bolts to Bots: How AI Is Fortifying the Automotive Industry
Artificial Intelligence

Quick Link

  • About
  • Contact
  • Privacy
Follow US

© 2008-23 SmartData Collective. All Rights Reserved.

Removed from reading list

Undo
Go to mobile version
Welcome Back!

Sign in to your account

Lost your password?