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.
Enterprise 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.Request a Demo
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)
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.Learn More
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
“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