Enterprise social network firm Moxie Software has revamped its Spaces platform, integrating customer communications with employee collaboration.
The company says the updates include two significant new features: Expert Connect and Spaces Connect.
Expert Connect aims to improve cross-departmental collaboration within an organisation. Moxie says that Customer Service and Support, IT, HR and Sales and Marketing can use information from customers from a variety of sources such as email community, chat, Knowledgebase and social media to ensure an accurate and comprehensive view of customer communications.
This breaks down into four areas: Activity Stream App, which integrates activity streams into communication channels; Real-time Insight, which aims to do exactly what it says on the tin; Virtual Response Team, which creates Web 2.0 tools such as wikis and activity feeds; and Click-to-Publish, which publishes content to the knowledge portal.
Space Connect is what Moxie calls an "integration framework," and can link up Spaces to other enterprise apps such as CRM, ERP, Content Management, HR and other third party applications.
The new version of Spaces by Moxie will be released by the end of March.
"The biggest challenge CEOs face today is getting their enterprises closer to their customers," said Tom Kelly president and CEO of Moxie Software™. "To provide real benefits, enterprise social technology must deliver real customer value. Our suite makes it easier for organisations to find and deliver the right answer to customers through their channel of choice."
CBR recently took an in-depth look at the social network space and whether some bigger companies are ignoring this trend at their peril. You can read that feature in full here.