Insight Solutions for Customer Service Agents
Coveo gives agents the front-line intelligence they need to solve customer challenges quickly and easily.
No longer does increasing efficiency require sacrifice in customer satisfaction; with Coveo, customers feel known and enjoy fast issue resolution while contact centers gain significant throughput and efficiencies.
Customized Insight Consoles built on the Coveo Unified Index give agents single-interface access to consolidated customer interactions across all channels—including social media—combined with enterprise data about products, projects, people and more.
- Agents drill into specific customer issues, automatically matched with similar, solved issues, and quickly resolve even complex customer challenges
- Contact centers can be flattened, with higher level agents devoted to strategic interactions with product engineering
Unstructured data proliferates within contact centers, from voice to chat to knowledge base articles and more; Coveo consolidates and correlates this data, helping companies turn data into knowledge. Coveo customers experience reductions in case resolution time of more than 50 percent and increases in customer satisfaction generally of 10 percent or more.
Within 30 days of implementation, we reduced the time needed to identify known problems by 67% and reduced the number of duplicate bugs submitted to Engineering by 50%"
IBM Netezza
Case Study
- Merge social media content with enterprise interactions to fully understand customers
- Increase first contact resolution (FCR)
- Reduce average call and case handling time (ACHT)
- Reduce duplicate issues being escalated
- Improve the overall customer experience and satisfaction
- Reduce new agent training time and time-to-productivity
- Increase agent success and job satisfaction.
Coveo Insight Solutions™ can be extended to Customer Self-Service and Customer Service Managers. Flexible and modular, all Coveo Solutions leverage our Insight Methodology, a reference framework developed through more than 700 implementations. This combination helps companies uncover even more return on their most valued asset—collective knowledge—to innovate faster, better serve customers and sell more products.
