Insight Solutions for Customer Service Managers

Insight Consoles, configured for a customer service manager, provide analytical overviews and trends

Insight Consoles provide managers with operational overviews

“We've added dashboards and deployed those on executive desktops, including our CEO. With Coveo, we can take “hot” customers and make them very visible, very quickly to all executives, so that even before they need to make a call or they want to know what the pulse of the customer base is, they’re able to get it on their desktops.”
IBM Netezza
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Customer service managers and executives need just-in-time, consolidated intelligence about the customer base, all customer interactions with the company (as well as social interactions about the company), and key performance indicators to optimize customer satisfaction and operations.

Until now, disparate data formats and locations, along with unstructured data volume and the velocity of change combined, made this vision nearly impossible to achieve. Based on the Coveo Unified Indexing Platform with Multi-Channel Text Analytics, this vision has become a reality—and in weeks rather than years.

• Dynamic customer, product, operational and people information, presented in role-based Insight Consoles, enable a holistic view of the business, providing valuable insight into operational and business activities
• Multi-Channel Text Analytics powers discovery of emerging trends across multiple channels, providing the time needed to head-off potentially damaging issues
• Voice of the Customer (VOTC) programs become multi-dimensional with customer interactions, social conversations and more—in addition to the usual surveys
• VOTC data can be easily accessed by Product Engineering and Sales & Marketing

Coveo Insight Solutions ™ extend to Customer Self-Service and Customer Service Agents. Flexible and modular, all Coveo Insight Solutions leverage the Coveo 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.