Telecommunications Industry

Customers are frustrated when the services they see online are not available for them to order, presented at a promotion price they are not entitled to, or not a right fit. This drives a need for increasingly customized product options, tuned not only to a customer's individual location, but also their age, preferences, habits and tenure as a customer.

Customers feel truly understood by your company when the entire customer journey is personalized to their needs, and the most appropriate products for their needs are proposed. Coveo uses machine learning to automatically study the online behavior patterns of visitors and start predicting which content and services will be most appropriate.

Working with disparate information sources, aging legacy applications, and systems brought together from assorted mergers over time, makes it nearly impossible for employees to have an accurate, unified view of the information they need to assist customers, troubleshoot network operations or plan for infrastructure investment.

You don't need to migrate systems in order to get a better unified view of the information across your business. AI-powered search lets you unify content regardless of the source, and then using the power of machine learning, ranks it according to relevance for what each user is trying to achieve. They can get the information they need, when they need it, and never have to know that it came from multiple systems.

How many applications does it take for your employee to understand which upsell will be the most successful? Without a unified view and content recommendations, customer service agents are missing out on an opportunity to convert customers.

Coveo connects the ecosystem of record to make it searchable and predictive. When your employees don't have to search through multiple separate applications to find the right files and can easily connect with the information they need, they can start focus on personalizing each pitch to each customer.