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Coveo
 

Coveo

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    Coveo Coveo Presentation Transcript

    • Quick intro to Coveo September 7th, 2010 João Gonçalves Regional Sales Manager EMEA 1 Copyright © 2010 Coveo Solutions Inc. - All rights reserved. Proprietary and CONFIDENTIAL
    • About Coveo: Information Access @ the Speed of Business™ ► Best-of-breed provider of Information Access Solutions ► Unique Modular Unified Indexing Technology ► Promote/Pioneer Enterprise Search 2.0 ► Practice in Customer Information Access Solutions: Call centers, Customer Self-service, Customer 360° information More than 700 installations globally Recent awards & recognition 2 Copyright © 2010 Coveo Solutions Inc. - All rights reserved. Proprietary and CONFIDENTIAL
    • Live Unified Indexing  Unified Information Access Business use 1 Access/Search [Pull/Self-Service] 2 Consolidation & Correlation [Mash-ups] 3 Monitoring [Push] Coveo Technology 2 Access layer ENABLING CONVERSATIONS Unified Information Access Interfaces Live Unified 1 Index “Service” Index layer FEDERATING CONTENT Unified Information Indexing Platform Desktops/ Email & Documents CRM & Databases Social Proprietary Web Voice media Systems/ Laptops Archives & FileShares Ent.Systems Media Content Content content Data layer 3 Copyright © 2010 Coveo Solutions Inc. - All rights reserved. Proprietary and CONFIDENTIAL
    • Consumer Search Paradigms Finding the needle in the haystack Index-based information consolidation • Federating** content • Information mash-up & correlation through the index • Personalized “assembly” • Structured & unstructured ... • Source agnostic **Definition of “Federation” [fɛdəˈreɪʃən]: “any association or union for common action or purpose” 4 Copyright © 2010 Coveo Solutions Inc. - All rights reserved. Proprietary and CONFIDENTIAL
    • And in your company ? Now, you can create your personalized, search-triggered dashboard with Coveo! 5 Copyright © 2010 Coveo Solutions Inc. - All rights reserved. Proprietary and CONFIDENTIAL
    • Example of a customized search-triggered dashboard 6 Copyright © 2010 Coveo Solutions Inc. - All rights reserved. Proprietary and CONFIDENTIAL
    • CA Increases Customer Self-Service Satisfaction 10%; Reduces Case Resolution Time 50% RESULTS The world's leading independent Increased customer IT management software company, CA helps customers self-service satisfaction optimize IT for better business by 10% results. With 13,200 employees globally, CA serves the majority of Reduced case resolution the Forbes Global 2000 time by 50%, with a goal companies. to further reduce it by an additional 66%. BUSINESS CHALLENGE Increased call deflection Reduce costs and to its customer service increase customer website with 50,000 satisfaction across the COVEO SOLUTION queries daily and an broadest portfolio of IT average response time management products CA began by empowering CA contact center agents with Coveo of 0.2 seconds. available from a single single-screen access to its knowledge ecosystem. Reduced internal system software manufacturer. Based on successfully reducing case resolution time by 50%, support requirements by and seeking to deflect calls for which an answer exists, CA 70%; avoided expanded its solution to power customer self-service on its approximately $800,000 website. in upgrade costs. Coveo created the same level of fast, relevant and complete information access for customers that CA contact center agents enjoy. CA’s next step is incorporation additional repositories of information including CA customer communities. 7 Copyright © 2010 Coveo Solutions Inc. - All rights reserved. Proprietary and CONFIDENTIAL
    • Understanding Enterprise Search 2.0 START 28 July 2010 ACCESSING KNOWLEDGE