Research Report: The Knowledge-Driven Support Organization and its Impact on the Customer Experience

Insight Consoles Advanced Basic Search & Navigation Mobile Access Self-Service Usage Analytics	Advanced Capabilities Expertise Finding Multi-Channel Text Analytics Root Cause Analysis Advanced Navigation with SmartFacets™ Enterprise and Crowd-Sourced Knowledge Business Analytics Advanced Search for Web & IT Platforms Global Deployments & Languages	Entry-level Search
Unified Indexing Platform Connectivity & Data Conversion Scalability & Security Multi-Channel Text Analytics

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By Omega Management Group Corp. and Coveo