Coveo Launches Enterprise Search-based, B2B Customer Service and Call Center Solution

Coveo announced the launch of a new customer service and call center solution, the Coveo Customer Service Knowledge Console. Coveo’s new solution places enterprise knowledge access in the hands of call center agents, managers, and B2B customers. The Coveo Customer Service Knowledge Console provides, though role-specific, customizable interfaces, access to all customer, product- and service-specific enterprise knowledge, regardless of where it is stored. The Coveo Customer Service Knowledge Console is custom configured to meet the needs of complex customer service environments, and includes: Coveo Enterprise Search 6.0 Platform, including always-on indexing of relevant enterprise systems, including desktop, email, CRM, databases and other help-desk content; Connectors into all customer, product and service-related information, including customer communities; Distinct and individually customizable interfaces for call center agents, call center managers and executives, and B2B customers; Business Intelligence (BI) Dashboards that measure and report on call center performance and customer relationship health; Social media customer sentiment analysis; and Blackberry and other smartphone access for field customer service staff. http://www.coveo.com