16 décembre 2015 | San Mateo, CA Et Ville de Québec, QC

Genesys Selects Coveo for Salesforce to Facilitate Exceptional Customer Engagement the KCS Way

Coveo, a recognized leader in intelligent search, today announced that Genesys, a leading provider of omnichannel customer experience and contact center solutions, has selected Coveo for Salesforce Service and Community Clouds to scale its customer service organization while enabling KCS (Knowledge Centered Support) best practices to further streamline operations.

Following its deployment of Salesforce, Genesys required powerful intelligent search to unify information from multiple sources and deliver knowledge that matters to customers and agents via the Salesforce Service and Community Clouds while facilitating KCS best practices.

Coveo for Salesforce was selected for:

  • Unifying case-resolving information from across the Genesys IT ecosystem via integration with various knowledge repositories, including Salesforce Knowledge, Web Pages and more.
  • Enhancing problem solving and knowledge creation by automatically surfacing relevant information within the agent’s flow of work. Key pieces of functionality included:
    • Attach case-resolving content surfaced by Coveo to cases for faster resolution
    • Create a Salesforce knowledge base article based on content surfaced by Coveo

“For Genesys, it’s about delivering a better customer experience by empowering our support agents and customers to simply view the information they need to resolve issues,” said Roger Farr, Knowledge Program Manager at Genesys. “Coveo’s KCS-aligned designation was important to us, as it facilitates knowledge engagement and creation as a byproduct of solving issues based on content demand and usage, two of the key principles of KCS.”

Coveo for Salesforce increases the effectiveness and efficiency of support organizations by injecting contextually relevant knowledge when and where it’s needed, regardless of where the information resides. Coveo unifies information from across a company’s IT ecosystem of record and delivers what matters to customers and agents within the context of their work. Coveo for Salesforce - Community Cloud Edition helps customers easily solve their own cases by proactively suggesting case-resolving knowledge while Coveo for Salesforce - Service Cloud Edition allows customer support agents to faster and more accurately serve customers by injecting case-resolving content and experts into the Salesforce UI as they work, related to the case at hand.

Coveo for Salesforce continues to see accelerated market recognition and demand, experiencing strong quarter over quarter growth and winning a 2015 CRM Service Leader Award from CRM Magazine. Coveo for Salesforce recently received the Knowledge Centered Support (KCSsm) Aligned designation from the KCS Academy of the Consortium for Service Innovation for providing capabilities that complement and/or enable KCS best practices across both Salesforce Service and Community Clouds.

Quelques mots sur Coveo

Coveo transforme les pratiques d’entreprise en maximisant la pertinence des informations et en améliorant les connaissances des employés grâce à sa technologie de recherche intelligente, partout où les clients interagissent et où les gens travaillent. Les applications de recherche intelligente de Coveo exploitent la puissance des informations fragmentées à travers l’écosystème TI d’une entreprise, en mode serveur ou infonuagique, pour faire ressortir ce qui compte vraiment : l’information adéquate, les personnes, les produits et les services au moment voulu. Reconnue par Gartner comme le leader le plus visionnaire dans les technologies de recherche d'entreprise et comme leader dans la catégorie Big Data Search and Knowledge Discovery par Forrester Research, Coveo propose des applications de recherche intelligente permettant aux entreprises d’offrir des solutions de libre-service, de développer des centres de service à la clientèle performants, et de cultiver la collaboration à travers toute une organisation. Grâce aux normes de sécurité les plus élevées de son industrie, à la connectivité la plus étendue, et à un contrôle constant de la pertinence et de la configurabilité, Coveo supprime la complexité pour livrer une information efficace et rapide, à chaque fois, avec la seule plateforme de recherche intelligente entièrement intégrée en mode infonuagique. La clientèle de Coveo comprend plus de 1 500 sociétés internationales, de moyenne ou de grande taille, réparties dans un grand nombre d’industries. Coveo crée des partenariats avec certains des plus grands écosystèmes TI pour entreprises au monde, comme celui de Salesforce, où des informations contextuelles émanant de l’extérieur de la plateforme s’avèrent essentielles pour offrir une expérience de recherche unifiée à leurs clients. Pour plus d’informations, veuillez visiter www.coveo.com, et nous suivre sur le blogue Coveo et nos comptes LinkedInTwitter et YouTube.

Relations Médias

Samantha Demers
Directrice des communications
media@coveo.com
+1(514) 375-0126 ext.2679