Coveo, a provider of Enterprise Search 2.0-powered Knowledge 360 Solutions, today announced that its Knowledge 360 Solutions for Customer Service were named a winner of the 2011 CRM Excellence Awards presented by Customer Interaction Solutions magazine, the premier publication in the CRM, contact center and teleservices industries since 1982.
Customer service organizations and agents are overwhelmed with different types of data from a growing number of sources. Coveo Knowledge 360 Solutions for Customer Service give support teams a comprehensive, single-screen view of customer information from across multiple information systems and channels, including social media. Coveo Knowledge 360 Solutions for Customer Service provide support organizations with immediate access to composite customer, product and issue-resolution information regardless of where the information resides.
“Customer service organizations are struggling with the deluge—both in quantity and type – of information they must manage to provide the high level of service that customers expect,” said Laurent Simoneau, CEO, Coveo. “We are proud to accept this recognition for our unique approach to providing our clients with interactive, 360-degree views of the information they need to drive both cost savings and customer satisfaction.”
“The Twelfth Annual CRM Excellence Awards has recognized Coveo for being a true partner to its customers and an innovator in the customer service market,” said Rich Tehrani, CEO, TMC. “Coveo has demonstrated to the editors of Customer Interaction Solutions that Knowledge 360 Solutions for Customer Service improved the processes of customer service and support operations for their customers.”
Based on hard data, the CRM Excellence Awards rely on facts and numbers demonstrating the improvements that the winner’s product has made in a client’s business. Winners were chosen on the basis of their product or service’s ability to help extend and expand the customer relationship to become all encompassing, covering the entire enterprise and the entire lifetime of the customer.
Coveo provides Enterprise Search 2.0-powered, Knowledge 360 solutions. The Coveo Platform transforms disparate structured and unstructured data, from virtually any system, into actionable, on-demand knowledge. Coveo consolidates and correlates content into dynamic 360° views about customers, projects, people, processes and products, to inject knowledge into key business processes. Coveo Knowledge 360 Solutions for Customer Service, based on the Coveo Platform, include specialized components designed for Agent Assisted Service, Customer Self-Service and Management Analytics. Coveo’s Enterprise Search 2.0 platform allows companies to finally Stop Moving Data™, and start accessing knowledge. Information and video demos are available at www.coveo.com.
Since 1982, Customer Interaction Solutions (CIS) magazine has been the voice of the call/contact center, CRM and teleservices industries. CIS magazine has helped the industry germinate, grow, mature and prosper, and has served as the leading publication in helping these industries that have had such a positive impact on the world economy to continue to thrive. Through a combination of outstanding and cutting-edge original editorial, industry voices, in-depth lab reviews and the recognition of the innovative leaders in management and technology through our highly valued awards, Customer Interaction Solutions strives to continue to be the publication that holds the quality bar high for the industry. Please visit www.cismag.com.
TMC is a global, integrated media company helping clients build communities in print, in person, and online. TMC publishes Customer Interaction Solutions, INTERNET TELEPHONY, Unified Communications, NGN and InfoTECH Spotlight magazines. TMCnet.com, which is read by two million unique visitors each month, is the leading source of news and articles for the communications and technology industries.
TMC is the producer of ITEXPO, the world’s largest and best-attended IP Communications event. ITEXPO West 2010 was ranked #3 on Trade Show Executive’s Fastest 50 Award List. TMC expects to accelerate ITEXPO West’s growth by bringing the show to Austin, one of the fast-growing technology hubs in the country. In addition, TMC runs multiple industry events: 4G Wireless Evolution; Smart Grid Summit; M2M Evolution; Cloud Communications Expo; SIP Tutorial; VIPeering; Business Video Expo; Regulatory 2.0 Workshop, DevCon5: The HTML5 Development Conference; CVx; Digium|Asterisk World; StartupCamp; MSPAlliance, MSPWorld and more! Visit TMC Events for a complete listing and further information. For more information about TMC, visit www.tmcnet.com.
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