40% Boost in Case Deflection – How Brocade Is Doing It with Salesforce & Coveo

Duration: 55 min

Learn how Brocade upped the game for their 400 FTE, 24/7 Support Center and their online self-service apps to achieve their business goals:

  • Create effortless self-service experiences for customers and is on track to increase case deflection by more than 30%
  • Use Coveo to boost relevancy and findability of content from TeamTrack, Jira, Brocade.com, Lithium and several other cloud and on-prem knowledge repositories - right inside Salesforce Agent Console and Communities
  • Use the power of the Salesforce and Coveo Clouds to deploy a scalable and intelligent knowledge platform within a few months, not years!

All of this while dramatically reducing the TCO for their Support Center solutions.

  • Matt Duster

    Director, Global Support & Operations at Brocate

  • Paul Sheridan

    Solution Engineer at Coveo

  • Scott Bideau

    Regional Sales Manager at Coveo