Enterprise Search 2.0 + Multi-channel Text Analytics
The power to create Insight from unstructured data
across social and enterprise content

The addition of Multi-Channel Text Analytics in Coveo 7.0 will help CA Technologies gain further relational insights into our unstructured data that will enhance knowledge management and user experience. – CA Technologies

Information silos?
Coveo distills insight from disparate digital sources to speed sales, innovation and customer service.

Coveo's unified view of customer information is extremely powerful and helps us make more informed decisions and ultimately provide a better customer experience. We've increased customer self-service satisfaction by 10 percent, thanks to the Coveo implementation and other steps we've taken in customer service.

Insight Deficit?
We slash time to insight on
projects, products and customer issues in half.

The biggest impact is how quickly we can bring people online to be productive. In the past, they would train and shadow another technician for 2-4 months. Now, they go to training and immediately go to their desk and start working on customer cases.

← Insight Solutions

R&D and Engineering Knowledge

Increasing innovation and performance through Insight

Business Challenges

  • Information siloed by department, system, and geography decreases collaboration and innovation
  • The inability to leverage past work and experience slows time to market
  • Difficulties accessing expertise and intellectual property – and loss of same when employees leave – decreases return on this most valuable asset.

Features

  • Creates an Insight Layer across all systems, geographies and related departments
  • Presents consolidated, correlated key information in intuitive, role-based Insight Consoles
  • Uncovers Insight by discovering contextually relevant themes within consolidated, unstructured information
  • Enables implicit expertise finding, quickly and easily
  • Injects customer insights for closed-loop product development

Benefits

  • Drives innovation by leveraging intellectual property – from employee expertise to existing knowledge, regardless of location
  • Quickly and easily identifies customer issues and trends to foster new product development and quickly correct product issues—before they become pervasive
  • Uses past discoveries, tests and more to speed time to market with highly differentiated products and services
  • Increased insight velocity increases departmental agility

More on R&D and Engineering Knowledge >>
← Insight Solutions

Customer Service Excellence

Increasing innovation and performance through Insight

Business Challenges

  • Balancing customer satisfaction and experience with costs, efficiently scaling operations
  • Ensuring customers feel known and have a common experience across all interaction channels
  • Moving customers to lower cost channels while maintaining or increasing satisfaction
  • Making sense of growing social media customer interactions and content in correlation with enterprise interactions and content
  • Creating closed-loop feedback channels to avoid customer issues and build innovative solutions

Features

  • Creates an Insight Layer across disparate systems and repositories, including social content
  • Presents this consolidated, correlated information in intuitive, role-based Insight Consoles for customers, agents and executives
  • Uncovers Insight by discovering contextually relevant themes within consolidated, unstructured information
  • Provides suggested next best steps and recommendations for issue resolution, and access to expertise or additional content
  • Allows agent feedback to directly optimize content relevancy
  • Available in more than 40 languages, across multiple data types

Benefits

  • Increases customer satisfaction and loyalty while reducing costs and increasing contact-center capacity
  • Increases cross-selling and upselling
  • Reduces costs by driving increased self-service and lower-level agent issue-resolution, while increasing customer satisfaction
  • Increased Insight allows agents to up-level their ability to resolve more complex issues, reducing load on higher level agents
  • Early identification of customer issues and trends, allowing for proactive resolutions
  • Eliminates information silos and places the customer at the center of operations

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← Insight Solutions

Self-Service Information Access

Business Challenges

  • The accelerating growth of unstructured information and its complexity—within companies and in social media—makes it impossible to connect the dots needed for agile business operations
  • Lack of visibility into knowledge required to support every-day decisions results in costly mistakes and missed opportunities
  • IT cannot keep pace with business needs to integrate myriad systems housing enterprise knowledge capital
  • Website content alone cannot answer all customer and prospect needs

Features

  • Presents consolidated, correlated information from multiple, disparate systems in intuitive, role-based Insight Consoles
  • Helps leverage social content in communities, Twitter, and more, in conjunction with enterprise content
  • Discovers important trends and themes within vast amounts of structured and unstructured data
  • Supports multiple data types, including multi-media
  • Supports more than 40 languages for global implementations

Benefits

  • Creates an Insight Layer above all enterprise system, enabling the actionable Insight required for well-informed, agile decision-making and operations
  • Increases the value generated by existing enterprise information systems
  • Reduces costs and increases collaboration by leveraging existing knowledge and expertise
  • Early identification of issues and trends helps companies avoid challenges and capture opportunities

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Insight Consoles
Insight Consoles

Customized, role-based insight into customers, products, people and more, from any and all systems

Unified Indexing Platform

Unified Indexing technology for enterprise and social data—unstructured and structured—creating an always-on knowledge layer

Mobile Insight
Mobile Insight

Unprecedented on-the-go insight in mobile consoles for executives, sales and field services

Multi-Channel Text Analytics
Multi-Channel Text Analytics

Uncover trends across unstructured data from social channels and enterprise systems, behind the firewall and in the cloud