Intelligent Customer Support

SunGard Public Sector Boosts Customer Service & Staff Productivity with Coveo Search

Industry:
High Tech

SunGard makes customer support effortless by using Coveo’s unified and proactive search to power its customer self-service capabilities and upskill support agents at the point of need. With Coveo, SunGard has improved CSAT, case deflection, and employee productivity.

Industry:
High Tech

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

Chris Harrington, IT Applications Manager, SunGard Public Sector

Tokyo Electron America Upskills Field Service Engineers with Intelligent Search to Achieve Customer Outcomes

Industry:
Semiconductor Equipment

With a customer base as geographically diverse as its product manufacturing and knowledge creation, Tokyo Electron America recognized it required a next-generation solution for its field service team to fundamentally alter the nature of its customer relationships and to ensure customers were receiving the help they needed to achieve their strategic outcomes.

Industry:
Semiconductor Equipment

Amazing is too weak of a word for what Coveo was able to accomplish; as our employees were providing feedback, Coveo was configuring the solution in real-time, on the fly. It went beyond amazing.

SVP North America, Tokyo Electron America

Deltek Uses Coveo to “Know More. Do More.” A Story of Customer Service Transformation.

Industry:
High Tech

Deltek, Inc., a global enterprise software provider, wanted to increase the capacity of its customer care organization and improve customers’ access to support information. Since deploying Coveo Intelligent Search to its customer care analysts and self-service portal, Deltek has seen significant improvement in its self-service metrics, case resolution times, and overall customer satisfaction.

Industry:
High Tech

We built this great support website over time and added content, then digital sources of data for our customers because we wanted to help them with their business. However, what we realized was that some information was just too hard for customers to find, or it wasn’t reasonable to expect them to go to 4 different places to search for the material they needed.

Brian Daniell, Senior Vice-President, Customer Care, Deltek

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