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eBooks & White Papers

Gartner Magic Quadrant for Enterprise Search

Gartner has recognized Coveo as a Leader in Gartner's 2014 Magic Quadrant for Enterprise Search, positioned furthest to the right for completeness of Vision, among a group of 15+ vendors.

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Powering Customer Service with Unified, Contextual Knowledge in Salesforce

A unified search-driven knowledge architecture – one that surfaces contextually relevant customer intelligence, case knowledge, experts and more from your entire knowledge ecosystem directly into Salesforce – is the only way to empower customers and agents alike with the information they need to resolve issues efficiently.

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The intranet of everywhere: Deploying a search-driven architecture to address intranet challenges

In an era marked by increasingly empowered and mobile knowledge workers – each using an ever wider range of tools and applications – the conventional intranet alone is no longer able to serve as the exclusive info resource and productivity hub. A dynamic workplace that supports employee collaboration, engagement and knowledge management must embrace the Intranet of Everywhere, and deploy an intelligent search-driven architecture that empowers users to engage with the corporate collective knowledge effectively.

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The Knowledge Quotient: Unlocking the Hidden Value of Information Using Search and Content Analytics

According to new research by IDC, knowledge access has become a huge challenge for organizations: the average worker only finds the information he needs 56% of the time. Given that workers spend nearly 36% of their time consolidating and looking for information, this dramatically impacts a company’s bottom line.

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Website Search Is Business Critical, and Marketers Should Own It

Search directly impacts the key site performance metrics companies care about. But in order to achieve this performance, marketing teams must own and manage the website search experience.

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How Knowledge is Changing Customer Service

Effective customer service today requires that employees and customers have the ability to find the right information, the right knowledge, at the right time, every time regardless of channel.

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Measuring Return on Knowledge in a Big Data World

Only 13% of companies say their employees have access to their collective knowledge. That small percentage of companies understands that their assembled knowledge is both a strategic differentiator and their most important asset – and they are leveraging that asset in new ways to drive value.

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Knowledge-Powered CRM: A Handbook
Part 1: Beginners

The first installment of a comprehensive, four-part guide to creating and fostering the Customer Company.

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Knowledge-Powered CRM: A Handbook
Part 2: Intermediate

The second installment of a comprehensive, four-part guide to creating and fostering the Customer Company.

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Knowledge-Powered CRM: A Handbook Part 3: Advanced

From Social CRM to Knowledge-Powered CRM, expert Paul Greenberg on what it takes to be advanced in the third installment of his comprehensive, four-part guide to creating and fostering customer centricity.

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Unlocking Knowledge to Engage Customers:
A Research-based Executive Brief

Customer-centricity drives revenue. Sixty-three percent (63%) of recently surveyed executives believe that customer centricity would drive revenue, but significant barriers—information and organizational silos—stand in the way. Discover how a surprisingly intuitive and flexible technology can break down these silos in your organization so you can better engage customers and drive revenue.

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Gaining Actionable Insight to Increase Innovation

Companies are struggling to deal with unprecedented levels of information fragmentation brought on by a confluence of factors: data growth and diversity, adoption of cloud technologies, the continued proliferation of point systems, and the increasing adoption of social media. As businesses rightly attempt to leverage their greatest asset—knowledge—they are finding this fragmentation creates significant barriers to knowledge sharing, collaboration, and the speed of innovation.

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Why Knowledge Management is Becoming a C-Level Discussion

Part 1 of  the "Driving Radically Better Returns on Collective Enterprise Knowledge in a Big Data World" series

Responding to customers with greater relevance and immediacy. Encouraging employee collaboration to mobilize the organization’s “collective brain power.” These were the top issues on the CEO’s agenda surfaced by an IBM global CEO study1 which garnered responses from 1,709 CEOs across 18 industries. While companies recognize the importance of harnessing customer insights and human capital to differentiate themselves from competitors, few have been successful in finding ways to capitalize on the resultant knowledge assets that reside within their companies. 

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Why Traditional Knowledge Management Initiatives Fail to Enable the Long Tail of Collective Enterprise Knowledge

Part 2 of the "Driving Radically Better Returns on Collective Enterprise Knowledge in a Big Data World" series

Access to relevant knowledge, including the ability to reach the long tail of knowledge, is critical to the success of KM programs. This second installment in our “Driving Radically Better Returns on Collective Enterprise Knowledge in a Big Data World” white paper series discusses the reasons why traditional knowledge management initiatives are unsuccessful. It proposes a method to overcome the challenges identified and help organizations unlock collective knowledge assets to drive critical business priorities.

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Transforming Data into Actionable Customer Insights

by Co-Authored by TSIA VP Technology Research John Ragsdale and Coveo

Customer support leaders are facing an inflection point: either harness the tremendous wealth of data at their disposal to deliver transformational service and emerge as new leaders, or ignore it and maintain the status quo of an increasingly fragmented an incomplete view of customers, which threatens to erode trust and revenue.

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