Intelligent Customer Support

Proactive Insights for Your Agents and Customers

On average, contact center agents access 12 different applications to provide assisted customer support, while customers on your self-service portal frequently have to research for answers to their questions outside of your primary knowledgebase.

Intelligent search technology securely connects to all the systems and sources that contain case-resolving information and proactively delivers a unified view of the most relevant insights to your contact center agents and customers so they can successfully complete their task at hand.

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Unified view of all case-resolving content improves contact center agent performance


Context-aware content recommendations drive successful customer self-service


Tools to curate content in the flow of work enable Knowledge-Centered Support (KCS)

Featured Application

Coveo for Salesforce

Discover how Coveo’s intelligent search application for Salesforce brings case-resolving content from your information ecosystem into Service Cloud to improve contact center performance and turn your Salesforce communities into case-deflection engines.

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Coveo Intelligent Search Platform

Coveo automatically “reads” case information and established context, creates context-relevant information mashups from both structured and unstructured data no matter where they reside, and puts the most helpful case-resolving content from your knowledge ecosystem at your agents’ and customers’ fingertips. 

Intuitive and interactive user interfaces enable your contact center agents and customers to refine their search experiences and contribute to knowledge curation. 

Usage analytics help your administrators understand exactly how users are searching for and finding the content they need, measure user adoption and optimize your search solution accordingly.


Text analytics & automated metadata tagging


Actionable analytics & content boosting


Over 50 secure connectors


Interactive & role-based UIs


Proactive expert recommendations


Seamless integration with leading CRMs

Search-Powered Customer Success

See Case Studies

Visitors to the portal told me they love the new search experience.

Chris Harrington, IT Applications Manager, SunGard Public Sector

2014 CRM Excellence Award for Product of the Year

CRM Watchlist Award Winner, 2012-2016

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