Coveo is a provider of information access solutions that uses unique modular unified indexing technology. It helps organizations promote enterprise search 2.0 and provides customer information access solutions for call centers, customer self-service, and providing a 360 degree view of customers. Coveo has over 700 installations globally and has received recent industry awards and recognition.

1. Quick intro to Coveo
September 7th, 2010
João Gonçalves
Regional Sales Manager EMEA
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2. 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

3. 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
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4. 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”
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5. And in your company ?
Now, you can create your
personalized, search-triggered
dashboard with Coveo!
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6. Example of a customized search-triggered dashboard
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7. 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.
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8. Understanding
Enterprise Search 2.0
START
28 July 2010 ACCESSING
KNOWLEDGE