eBooks & White Papers

TSIA Report: Leveraging Analytics to Boost KM Success

Customer service leaders who are launching a new knowledge management initiative, considering a new customer self-service portal or community, or trying to keep a mature KM program going, should read this report to learn the three ways that analytics can drive success.

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The Truth About Knowledge Rework and Its Impact

This survey report uncovers the surprising extent of knowledge rework and poor access to information in the workplace. It also explores the potential payoff for companies that address their knowledge access challenges.

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Gartner 2015 Magic Quadrant for Enterprise Search

For the second year in a row, Gartner has recognized Coveo as a Leader in its 2015 Magic Quadrant for Enterprise Search. Coveo is positioned furthest to the right for completeness of Vision, among a group of 15 other providers. Get your complimentary copy of the report for a detailed analysis of key differentiators across available technologies and vendors.

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IDC Report: Unlocking the Hidden Value of Information

According to new research by IDC, knowledge access remains a huge challenge for organizations. Read this IDC report to find out why enterprise search and content analytics are critical factors for unlocking the hidden value of information and delivering a successful IT strategy.

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TSIA Report: The Value of Unified Search in Customer Service

Companies looking to improve customer self-service and optimize agent-assisted support should consider a unified search solution which delivers high ROI and specifically addresses the KM challenges faced by service organizations today. Read this report to learn why and how easy it can be to deploy a unified search solution.

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How to Transform Your Customer Service with Intelligent Search & Salesforce

Successful omni-channel customer service and support requires that your customers and support analysts have swift and actionable access to the relevant knowledge they need. Find out how intelligent search technology is the only way to give your customers and employees secure, relevant role- and context-aware knowledge – and how it can increase CSAT and reduce your support costs by 25%.

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Create The Intranet of Everywhere with Enterprise Search

In an era marked by increasingly empowered and mobile knowledge workers, the conventional intranet is no longer able to serve as the exclusive information resource and productivity hub. Learn how organizations can embrace the Intranet of Everywhere by deploying an intelligent search solution to addresses common user challenges.

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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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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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