Cookies help us display personalized product recommendations and ensure you have great shopping experience.

By using this site, you agree to the Privacy Policy and Terms of Use.
Accept
SmartData CollectiveSmartData Collective
  • Analytics
    AnalyticsShow More
    data analytics and truck accident claims
    How Data Analytics Reduces Truck Accidents and Speeds Up Claims
    7 Min Read
    predictive analytics for interior designers
    Interior Designers Boost Profits with Predictive Analytics
    8 Min Read
    image fx (67)
    Improving LinkedIn Ad Strategies with Data Analytics
    9 Min Read
    big data and remote work
    Data Helps Speech-Language Pathologists Deliver Better Results
    6 Min Read
    data driven insights
    How Data-Driven Insights Are Addressing Gaps in Patient Communication and Equity
    8 Min Read
  • Big Data
  • BI
  • Exclusive
  • IT
  • Marketing
  • Software
Search
© 2008-25 SmartData Collective. All Rights Reserved.
Reading: Moxie Consolidates Software Solutions
Share
Notification
Font ResizerAa
SmartData CollectiveSmartData Collective
Font ResizerAa
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
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

Guy Kawasaki’s Alltop Announces Version 3.0
Managing Details in Long-Range Planning
Technology and the Effective Marketer
Enterprise Data Trends to Watch for in 2014
UX for Open Data: Two Great Trends for One Online World

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. 

Share This Article
Facebook Pinterest LinkedIn
Share

Follow us on Facebook

Latest News

data analytics and truck accident claims
How Data Analytics Reduces Truck Accidents and Speeds Up Claims
Analytics Big Data Exclusive
predictive analytics for interior designers
Interior Designers Boost Profits with Predictive Analytics
Analytics Exclusive Predictive Analytics
big data and cybercrime
Stopping Lateral Movement in a Data-Heavy, Edge-First World
Big Data Exclusive
AI and data mining
What the Rise of AI Web Scrapers Means for Data Teams
Artificial Intelligence Big Data Exclusive

Stay Connected

1.2kFollowersLike
33.7kFollowersFollow
222FollowersPin

You Might also Like

customer management
Business IntelligenceCRM

First Look: Convergys

8 Min Read

Is the Data in Your CRM a Ticking Time Bomb?

8 Min Read

Connecting the Enterprise: The VMware – Lithium Technologies Partnership

4 Min Read

Dell Offers VoC Advice to Other Companies

2 Min Read

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

ai in ecommerce
Artificial Intelligence for eCommerce: A Closer Look
Artificial Intelligence
data-driven web design
5 Great Tips for Using Data Analytics for Website UX
Big Data

Quick Link

  • About
  • Contact
  • Privacy
Follow US
© 2008-25 SmartData Collective. All Rights Reserved.
Go to mobile version
Welcome Back!

Sign in to your account

Username or Email Address
Password

Lost your password?