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Coveo Rings in Its New Call Center Solution

October 21, 2009

I met the new marketing vp for Coveo on the phone before I left for Europe last week. I was not able to wrangle any information from Diane Berry, a former Ziffer. She did offer to buy me dinner next time I was in Québec City. (Unfortunately Québec City is a week long trek via air and rail from Harrod’s Creek.)

This morning I learned Coveo has rolled out a Customer Service Knowledge Console. The announcement said:

Coveo’s new solution places the power of enterprise knowledge access in the hands of call center agents, managers, and, importantly, B2B customers. The Coveo Customer Service Knowledge Console provides, though role-specific, customizable interfaces, access to all customer, product- and service-specific enterprise knowledge, regardless of where it is stored.

The features of the Coveo console include:

  • The Coveo Enterprise Search 6.0 Platform, including always-on indexing of relevant enterprise systems, including desktop, email, CRM, databases and other help-desk content
  • Connectors into all customer, product and service-related information, including customer communities
  • Distinct and individually customizable interfaces for call center agents, call center managers and executives, and B2B customers
  • Business Intelligence (BI) Dashboards that measure and report on call center performance and customer  relationship health, effectively creating real-time reporting of KPIs;
    Social media customer sentiment analysis
  • Blackberry and other smartphone access for field customer service staff.

One of the trends in “enterprise search” is that broad bush, one-size-fits-all solutions are somewhat yesterday. Vendors are developing solutions that include search functions. The emphasis is upon delivering a solution to an information problem. Coveo is in step with what customers want. The sharply focused approach makes it easier to explain the benefits of an information access solution. In today’s rough financial seas, focus strikes me as the more informed way to approach information access.

Stephen Arnold, October 21, 2009

If and when I get that promised dinner, this write up will have been one for which I received rich, satisfying compensation. I hope I don’t catch pneumonia cold as the winds blast snow though the river valley.

Written by Stephen E. Arnold · Filed Under Business strategy, Enterprise, Marketing, News, Technology, Text processing 

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