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.

CA
Insight Deficit?
We slash time to insight on
projects, products and customers 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.

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← Insight Solutions

Customer Service Excellence

Increasing customer satisfaction and loyalty while reducing contact center costs

Business Challenges

  • Customers demand consistent experiences across multiple channels
  • Agents struggle to make sense of the volume, velocity and variety of data required to solve customer issues
  • Complex issues often involve higher level resources and multiple, disparate systems 
  • Socal media data is proliferating and linking this data with customer and product data requires complex integration if it is possible at all
  • Mandates to reduce costs while not impacting—or even growing—customer satisfaction levels

 

Features

  • Consolidates and correlates information from virtually all enterprise and social systems 
  • Presents interactive, information mashups within role-based Insight Consoles for customers, agents and executives
  • Uncovers insight by providing instant, contextually relevant content across channels, including social media
  • 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

 

Benefits

  • Increases customer satisfaction and loyalty while reducing costs and increasing contact-center capacity
  • Increases cross-selling and upselling
  • Enables the flattening of customer support levels
  • 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

 


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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

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Marketing & Sales: One-to-one, End-to-end

Business Challenges

  • The volume, velocity and variety of unstructured data—within companies and in social media—provides both an opportunity and a barrier to effective, one-to-one customer relationships
  • As quickly as data can be moved into systems of record, it becomes obsolete
  • Customers expect the same experience with your organization that they find on the Internet: Context-sensitive, real-time information mash-ups
  • Proliferation of customer interaction channels across social media and enterprise systems creates challenges unsolvable through traditional IT integration

Features

  • Turns the high variety and volume of unstructured data into valuable, cross-channel assets
  • Context-sensitive, dynamic information mashups facilitate consistent, one-to-one relationships with customers and prospects, across all interaction channels
  • Text analytics run across the Coveo Unified Index of information from social and enterprise systems enables  discovery surrounding a single customer or an entire customer base
  • Supports multiple data types, including multi-media
  • Supports more than 40 languages for global implementations

Benefits

  • Enables customer centric operations throughout sales, marketing, customer service and product development
  • One-to-one relationships with customers and prospects  increase sales, build customer loyalty and facilitate more innovative products that reflect customer/marketplace needs
  • Next-generation information integration provides greater ability  to adapt to the unique needs and nature of every customer
  • Bridges the knowledge gap for customers to make purchase decisions

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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