Customer Service Knowledge Console
Knowledgebase Access for Call Centers and Customer Self-service |
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Coveo places the power of enterprise knowledge access in the hands of call center agents, managers and, importantly, your customers via web self-service. Profile-based and self-customizable interfaces for each user ensure access to highly relevant and personalized information, in the correct and preferred order, to ensure issue resolution in the fastest and most reliable manner possible.
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Learn what Coveo customers such as CA have found with Coveo Customer Service and Call Center Solutions. It’s more effective to provide access to knowledge where it resides – rather than try to move knowledge into a single repository OR integrate disparate systems. The Coveo Customer Service Knowledge Console provides access to all of your customer, product- and service- specific knowledge, regardless of where it is stored. Always-on indexing and information access ensures that your call center agents and customers benefit from the most recent knowledge created within your enterprise, customer base and communities.
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The most effective way to increase first call resolution, customer service performance and reduce costs:
Converge knowledge access, not systems or information |
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A single, dynamic and customizable interface. Coveo gives call center agents single-screen access to disparate knowledge management systems, product information repositories, customer service solutions, email and desktop content, online community knowledge and more—increasing first call resolution rates and ensuring customer satisfaction and loyalty. |
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| Business Intelligence and Reporting Dashboards allow call center managers and customer service executives to monitor call center performance, customer satisfaction – even customer relationship health – based on unified information from disparate knowledgebases, CRM systems, customer interactions, even community sentiment monitoring. |
| Converge knowledge access as Coveo’s connectors bring together dynamic information from various information repositories scattered across the enterprise and present it within a single, intuitive screen. |
| Improve first call resolution by providing support agents with instant access to the relevant information they need the first time a customer phones. |
| Increase customer self-service with the customizable web-based interface that is easy to navigate and presents personalized, relevant information within your current customer portal. |
| Better manage operations through graphical dashboards displaying relevant metrics such as case status, agent load and customer satisfaction. |
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What's included |
- Call Center Manager and Executive Dashboards
- Profile-based and customizable user access interfaces
- Enterprise Desktop Search Connectors
- Coveo Connectors to virtually any enterprise system
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- Blackberry and other Smartphone access for field customer service staff
- Always-on, Central Index
- Configurable Knowledge Access Facets
- Coveo Enterprise Search 6.0 Platform
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Built on the award-winning Coveo Enterprise Search 6.0 PlatformOur flexible approach means your solution meets your needs
We will work with you to understand your company’s unique customer service needs and provide a comprehensive solution based on our modular, flexible platform. You’ll benefit from use-acceptance testing on your company’s live information—eliminating risk from your purchase decision. Coveo is the risk-free choice for modular, flexible, enterprise search-based customer service and call center solutions. |
Secure, role- and rules-based permissions
Because permissions and security reside with the information, Coveo Enterprise Email Search provides completely secure protection of employee personal and company confidential information. Such information, based on rules and roles decided by the customer, becomes discoverable during investigations and yet respects all privacy and client confidentiality. |
Flexible, modular and easy to deploy
With Coveo Enterprise Email Search, built with the industry’s most flexible and easy to deploy Enterprise Search platform—Coveo Enterprise Search 6.0—you have the flexibility to deploy for a single department or for a globally distributed business. Proven scalable to billions of documents, Coveo was designed for modular deployments and self-service customization. Economical for even global deployments, Coveo utilizes 20 to 30 percent of the footprint of other search providers for indexed content, giving you the lowest total cost of ownership. |
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