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CoveoSolutions

Search-Driven Solutions for:

Challenges

Solutions

We need a new and radically better way to connect information.

Your IT teams can’t keep up with the need to integrate systems or migrate data fast enough to provide the knowledge employees need, when they need it, in the right context, securely. Information systems are exploding, both in number and content, and your internal customers are looking to IT for the best solution.

Customers speak:

ROI is time savings and the value of increased innovation, more connectivity among employees, faster and more accurate program bids, and overall increased productivity.
[aerospace & defense contractor]


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Coveo for Knowledge Management & Intranets

Help! Our intranet doesn't work. No one can find anything, so they've stopped contributing.

Your organization has knowledge and information spread throughout myriad systems⎯and within the minds of all employees. It’s difficult for employees to “know what your company knows” or even who knows what! Your company doesn’t feel nimble or able to respond immediately to marketplace changes and customer demands.

Customers speak:

Without Coveo, finding appropriate correlations would depend on a superhuman ability to predict what considerations you’ll need to apply to information. It’s otherwise impossible. It’s the only way to deal with the explosion of content that we’re seeing. People just won’t be able to do their work without Coveo in the future.
[asset management company]


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Coveo for Knowledge Management & Intranets

We've got great web content but our visitors aren't converting.

You’re attracting website visitors to your site, but once there, they’re not really engaging with the content or converting, and they’re dropping after not finding what they need. They definitely don’t feel “known” by your organization. All the content and assets your teams have created is failing to engage visitors—hand if no one can find it, you’re feeling that it doesn’t really exist!

Customers speak:

We have deployed Coveo’s advanced search solutions on many of our clients’ Sitecore websites, and the business impact has been immediate and substantial. Across the board, our clients have seen greater visitor engagement, increased time-on-site, and higher conversion rates.
[digital experience agency]


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Coveo for Sitecore Coveo for Online Experience

Everyone's complaining about our website search. I thought Google was good!

Your marketing partners are demanding more from your website, in terms of customer engagement and information “findability,” but your basic search engine, often the Google Search Appliance, doesn’t cut it. You’re struggling with how to deliver relevant content to website visitors, and to understand their interaction with content on your website.

Customers speak:

After one year of growth in usage and page views, the search tool continues to gain in popularity among our clientele.
[legal professional association]


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Coveo for Online Experience

Your approach to KM for contact center agents isn't working.

Your agents are using “alt-tab” as their most effective tool for finding information from multiple different systems to help your customers. You’ve implemented a KB, but information keeps proliferating outside of it. You’ve implemented communities, but they’ve become additional information silos. You need to connect the dots for your agents and your customers.

Customers speak:

From our first meeting, we could see the expertise of the team and feel the spirit of the company. We were open to working with very talented people and want to be challenged by experts. In our highly competitive environment, we need great collaborators like Coveo who understand our challenges and can help take our business to the next level.
[wireline and wireless network infrastructure provider]


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Coveo for Customer Service & CRM

We're offering self-service, but customers just can't resolve their own challenges.

Your contact center costs are growing and customers want better self-service. You know that call deflection is key to cost reduction and in fact, your customers would prefer to resolve their own challenges online. But how do you ensure a consistent experience, and consistent success, via the channel customers prefer?

Customers speak:

We needed a way to break down information silos and better consolidate, correlate, and share critical customer information across our Technical Support team, as well as across R&D, engineering, and sales and marketing—essentially all employees. We also needed an easy-to-use, online customer self-service solution that would quickly connect customers with relevant information to resolve their technical questions.
[Fortune 100 software provider]


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Coveo for Customer Service & CRM

Field Service is slow service. How can I speed mean time to repair?

With an ever-growing and decentralized global knowledge infrastructure, your field service teams are having difficulties solving customer challenges immediately, on-site. They need mobile access to everything your company knows about: each and every customer they visit and each and every product they service. Instead of searching a long manual that may contain the answer they require, they want to pinpoint the specific knowledge they need, when they need it.

Customers speak:

Once our [field service] engineers started to see the benefits at their fingertips, they started using it more and more. It has been incredibly well-received.
[semiconductor equipment provider]


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Coveo for Customer Service & CRM

Salesforce search doesn't work. My agents need contextual knowledge!

You’re using Salesforce in your service department, and still your agents can’t know everything about customers and their challenges in order to solve them in real time. You need to increase FCR, and scale your call center operation without adding corresponding personnel. Basically, you need to do more with less, while keeping your customers (and agents) happy. You know the answer is knowledge, but your agents still can’t find what they need.

Customers speak:

Users simply find what they didn’t even know they were looking for.
[financial services organization]


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Coveo for Salesforce Coveo for Customer Service & CRM

Engineering has given up on SharePoint. How can we really know what everyone knows?

Your engineers are relying on tribal knowledge–“known” yet undocumented intellectual property. However they need access to the entire organization’s collective knowledge rather than what only a few people know. Your organization spends too much time researching and not enough time innovating.

Customers speak:

We have many government contracts and often privileges are granted on a need-to-know basis. Before Coveo, there were many systems we did not index because we could not ensure the adherence to existing security.
[Fortune 500 government contractor – communications]


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Coveo for Engineering & R&D

We need to stop reinventing the wheel.

Engineers are recreating the wheel rather than building on past innovations, because they simply don’t know they exist. They have no way of knowing that an engineer in a different office–perhaps across the globe–has already done the same work, possibly to better advantage.

Customers speak:

Coveo helps us better compete through more innovation.
[Fortune 500 government contractor – communications]


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Coveo for Engineering & R&D