360° customer and case intelligence within your contact center
Far beyond knowledge management, Coveo injects case-relevant knowledge from anywhere.
With Coveo, knowledge required to solve cases faster can be found wherever it resides, within and beyond the knowledge base. Many companies are challenged with the proliferation of data, in multiple systems, communities, on-premise and in the cloud. Knowledge is everywhere and hard to manage. Compounding this challenge, increasingly knowledgeable customers drive requirements for much higher levels of information relevance.
Coveo solves this challenge by placing information from anywhere, related to the agent’s context, directly in front of them. Our technology automatically “reads” case information, established context, and instantly shows contextually relevant content and experts directly within the CRM, such as Salesforce, or within a separate Insight Console. Coveo creates information mash-ups regardless of where the information resides, combined with advanced enterprise search and navigation abilities that bring your entire knowledge ecosystem to the fingertips of your agents.
Such knowledge injection slashes case-resolution time, increases first-contact resolution, and empowers lower-level agents to become productive faster and to solve more complex cases. The results show dramatic impact on contact-center capacity and customer satisfaction.
Coveo for Salesforce, Service Cloud Edition
Built directly into the Salesforce UI, Coveo creates 360 views of customers, cases and prospects with data from custom fields as well as outside Salesforce.
Solutions and experts from anywhere correlated to the case context transforms knowledge management
Coveo automatically presents 360° views of customer, case, or product information and communications, as well as experts who can help. Using advanced data enrichment, solutions and customer insight can stem from multiple sources, across enterprise, community, and social content.
Advanced enterprise search and navigation designed specifically for agents
Expanded views enable deep, broad, knowledge exploration for the most difficult to solve cases, securely, across any enterprise content. Knowledge management will never be the same.
Unified indexing drives contextual search results
Coveo federates searches and mash-ups from cloud, enterprise, and social data securely and in real time—regardless of format or source. Indexes source data from Salesforce, SharePoint, databases, file shares, Exchange, Dropbox, Lithium, Gmail, and much more. Suddenly, your knowledge base gets a whole lot bigger.
Dynamically, through context and topics, from internal colleagues to external experts, Coveo locates people with experience relevant to each case & customer – so agents can stop reinventing the wheel.
Make customer centricity a reality
Coveo cuts across departmental and system silos and enriches cases with sales or engineering content, thus providing richer and more relevant customer interactions. Conversely, other departments benefit from information generated by agents to inform product development and sales.
Virtual interaction timelines
Consolidates all customer and prospect communication and interactions from any channel, bringing together opportunities, cases, transactions, e-mails, events, cases, calls, tweets, and more.
The most powerful application for Salesforce Service Cloud
Salesforce users solve cases, and no other application helps these agents solve cases faster and with higher relevance, Salesforce search is solved.
Your app, your way
The intuitive admin interface enables Workgroup customizations of any objects and combinations of information, including custom fields, in a snap.