Coveo Pivots to Federated Search
October 21, 2014
Through a post at their blog Coveo Insights, enterprise-search firm Coveo urges, “Power Your Customer Service with Unified Search Driven Knowledge.” The write-up gives a few reasons why such “omni-channel” (federated) search functionality is a wise choice for customer service. Writer and Coveo marketing director Tucker Hall explains:
“Customers … engage with companies across a growing number of channels — from self-service portals and contact centers, to social media and field service engagements. Today’s savvy customer expects (and deserves) a seamless and consistent service experience across all of these channels. Omni-channel customer service has now become essential for companies hoping to maximize customer engagement, satisfaction, and retention.
“Successful omni-channel customer service can prove difficult regardless of the specific technologies and systems an organization has in place. That’s because success demands that customers and support personnel alike have swift, intuitive access to the case-resolving knowledge and expertise they need, when and how they need it.”
Hall asserts that many companies are missing out because they “fail to appreciate” the reasons to choose federated search: data and expertise are located in many systems, crowd-sourcing is a thing, and analytics must be actionable. But you, dear reader, already knew those, didn’t you? More on these points can be found in Coveo’s solution brief on the subject (registration required).
It is interesting to note that, while Coveo and others focus on federated search, Microsoft is more into the search-without-searching method called Delve. Let many flowers bloom!
Coveo serves organizations large, medium, and small with solutions that aim to be agile and easy to use yet scalable, fast, and efficient. The company was founded in 2005 by members of the team which developed Copernic Desktop Search. Coveo maintains offices in the U.S., Netherlands, and Quebec.
Cynthia Murrell, October 21, 2014
Sponsored by ArnoldIT.com, developer of Augmentext
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