Coveo Search Platform 6.5 Helps Resolve Customer Issues

Coveo has released Platform 6.5 to include real-time, personalized and interactive business analytics and dashboards.

Coveo’s new dashboard widgets provide users with immediate access to 360-degree views of the information they need, across any number of repositories.

Coveo dashboards help departments – from sales and marketing, to operations, and customer support – make better, more informed business decisions based on the most recent information.

The Coveo Platform includes two layers: the Unified Indexing Layer and the Access Interface Layer, which when combined, let users access information from all enterprise systems through a variety of interfaces – from a Desktop Floating Search Bar to personalized and interactive dashboards.

Coveo provides Enterprise Search 2.0-powered information access solutions. Coveo’s more than 700 global implementations contribute to the success of, among many others, CA Technologies, Lockheed Martin, Children’s Hospital of Boston, Sony Ericsson, and Yum! Brands.

Coveo 6.5 Key Features

Dashboards and Widgets: The new, configurable dashboard widgets provide users with role-specific business analytics. Dashboard views can easily be created based on a variety of data points, including 360-degree views for customer service, sales, marketing and operations. The Dashboards may also be personalized by the end user.

Coveo SmartFacetsTM: SmartFacets are Coveo’s latest development in navigating and computing search results. SmartFacets dynamically compute sums, averages, minimum and maximum values, as well as numerical ranges, for facet values. Coveo also delivers graphical views based on the computed results, so users can generate a view of all sales opportunities in a region, for example.

Expanded Support for Global Organizations: Coveo now supports 45 languages, including Asian, European and Arabic.

Coveo Platform 6.5 Use Cases

Customer service & support. With Coveo’s Customer Information Solutions, based on the Coveo Platform 6.5, support agents can find information and resolve customer issues faster and more accurately, particularly complex issues, to which support organizations tend to devote the most expensive resources. Rather than piecing information together from multiple systems and interfaces (the average customer service agent has eight to 10 applications open at any time), Coveo provides a single dashboard view that dynamically consolidates and correlates information about cases, customers, and more. The end result is shortened case resolution times for complex issues, which ultimately saves costs and increases customer satisfaction.

Sales & marketing executives. Coveo Platform 6.5 gives executives a complete, 360 degree view of customer information. At any point in time, sales people and executives can access consolidated, real-time information about the complete relationship of a customer to the organization, its products, people, processes and any current or former projects. Coveo dashboards are easily configured to display personalized views of: account history and satisfaction status, cross-selling and up-selling opportunities, revenue details by region, sales rep, or product line, email conversations and company experts, proposals, contracts and customer service tickets, all in a single, composite view. The end result is a more informed, prepared, and agile sales and marketing team that can increase sales and renewal rates.

Laurent Simoneau, CEO, Coveo, said:

“Turning vast amounts of structured and unstructured data from multiple systems into 360-degree, actionable knowledge, is a huge challenge for companies. Data on its own has limited value, but when data is pulled from disparate systems, correlated, and presented in a unified view, it’s very powerful. The Coveo Platform 6.5 makes this possible by allowing organizations to quickly access relevant, dynamic and personalized information, which enables faster, more informed business decisions across departments.”

Jim Coleman, principal support analyst, IBM Netezza, commented:

“Coveo dashboards and the analytics they provide, are allowing our managers and executives, all the way up to our CEO, to have dynamic views of our customer relationships. This is particularly important when one of those accounts becomes “hot” – with an issue that requires immediate attention. Instead of spending hours manually compiling reports from data in multiple systems, we can provide them with immediate access to the information needed to make informed business decisions and respond to the customer, in seconds.”

About Coveo

Coveo Customer Information Solutions, based on the Coveo Platform, include specialized components designed for customer service and sales organizations. Enterprise Search 2.0 enables companies to finally stop moving data, and start accessing knowledge. Info: http://www.coveo.com.
 

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