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Apr 24

Knowledge Management Applications - Coveo for Service and Support

Knowledge Management Applications - Coveo for Service and Support

In my last two posts about Coveo products, I described Coveo search applications - Coveo for advanced web search and Coveo for advanced enterprise search. Today, I will complete describing Coveo products with Coveo knowledge management application - Coveo for service and support.
 
With Coveo, knowledge required to solve cases faster can be found wherever it resides, within and beyond the knowledge base. Many companies are challenged with the proliferation of data, in multiple systems, communities, on-premise and in the cloud. Knowledge is everywhere and hard to manage.
 
Coveo solves this challenge by placing information from anywhere, related to the agent’s context, directly in front of them. Coveo technology automatically "reads" case information, established context, and instantly shows contextually relevant content and experts directly within the CRM such as Salesforce, or within a separate Insight Console. Coveo creates information mash-ups regardless of where the information resides, combined with advanced enterprise search and navigation abilities that bring your entire knowledge ecosystem to your agents.
 
Such knowledge availability decreases case resolution time, increases first contact resolution, and empowers lower level agents to become productive faster and to solve more complex cases. The results show dramatic impact on contact center capacity and customer satisfaction.

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Mar 31

Search Applications - Coveo - Advanced Website Search

Search Applications - Coveo - Advanced Website Search

In my last post, I described Coveo for advanced enterprise search. In this post, I will describe Coveo for advanced website search.
 
Coveo takes your existing Web Content Management to a new level of insight and productivity. Coveo creates a virtual integration layer between your WCM and all your company’s key information sources (knowledge bases, databases, cloud content) to provide powerful, consolidated insight.
 
Coveo recommends the most relevant content to visitors, powered by indexing and search across any set of diverse systems. You can increase customer satisfaction by finding the missing content your customers are looking for. Smart navigation and search makes relevant content quickly apparent for your users. Website visitors will be presented with relevant, related content without the administrator having to create the links and without the visitor having to search!
 
You can instantly correlate content from your WCM/CMS such as Sitecore with other key information sources, including your Salesforce, SharePoint, Exchange, Lithium, and more.

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Mar 12

Search Applications-Coveo-Advanced Enterprise Search-Part 2

Search Applications-Coveo-Advanced Enterprise Search-Part 2
Yesterday, I mentioned that Coveo offers three products - Coveo for advanced enterprise search, Coveo for advanced website search, Coveo for service and support. I presented the some features of Coveo for advanced enterprise search product.
 
Today, I will complete presenting this product.
 
User Interface
 
Coveo InsightBox - different field values are suggested while a user types a query.
 
Facets: AND/OR mode - for specific facets, multi-selection can be switch from OR (default) to AND
 
Facets: Computed Fields - computations can be applied of specific facets: Sums (Avgs, Mins, Maxs).
 
Facets: Search-as-you-type - search-as-you-type on all unique values of specified facets.
 
Facets: Sort-by - facet values can be sorted based on their label, count or computed value.

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Mar 11

Search Applications-Coveo -Advanced Enterprise Search - Part 1

Search Applications-Coveo -Advanced Enterprise Search - Part 1

Coveo offers three products - Coveo for advanced enterprise search, Coveo for advanced website search, Coveo for service and support. Today, I am going to present Coveo for advanced enterprise search. This product has many features, so I will start presenting them today and will finish tomorrow.

Coveo for advanced enterprise search is the enterprise search solution that automatically organizes your company’s information into actionable, on-demand knowledge. Coveo's powerful enterprise search engine correlates and analyzes all your company’s data information sources, wherever they reside. All the information in your Sharepoint, CRM, email, Cloud content, and File servers are now instantly accessible from one place.

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