Customer Information Access Solutions

Transforming Customer Service Operations from cost centers to key profit contributors

As companies today face increased product complexity and information dispersed beyond the knowledgebase, customer service operations are failing to maintain satisfaction rates and brand loyalty.

Service Levels Decline despite High Knowledgebase Adoption

The problem lies in the inability of customer support agents to leverage your company’s knowledge ecosystem.

Leveraging your knowledge ecosystem

Coveo Customer Information Access solutions (CIAS) offer an alternative which is proven to decrease costs and raise customer satisfaction rates. With our search-powered customer service software customers, agents and executives gain single-screen access to the knowledge ecosystem, improving important metrics, such as:

• First Contact Resolution (FCR)
• Call deflection
• Average Call Handling Time (ACHT)
• Reduced escalations
• Customer self-service success

Stop Moving Data™

Our solutions provide instant access to information where it resides to allow the entire knowledge ecosystem to be leveraged. This avoids the consolidation of knowledge in a single repository and complex, resource-draining integrations, promotes information convergence across departments, and ensures that customers are obtaining customer service from you and not the Internet.