“It has revolutionized my life,” said one 3i investment manager. “We’ve been waiting for this for five years,“ said another. A senior manager called it “phenomenal.” Read more and comment »
Pöttinger is a family-owned manufacturer of high quality agricultural machinery for use in tillage, drilling and harvesting.
Since the company began using Coveo in 2007, its workforce has grown by 42%. The company now has over 1500 employees working out of several manufacturing sites in Europe, and sales locations in 13 countries. Pöttinger’s IT team has been able to keep both the company’s growing workforce happy and information access-related costs in check, thanks to the scalable Coveo search solution that connects Pöttinger’s workers with all the information they need, across the company’s information ecosystem. Read more and comment »
Valuing customers’ time is the most important thing a company can do to provide good customer service. One company that constantly strives to deliver this type of timely service is SunGard Public Sector, a division of SunGard Data Systems and leading provider of software solutions and consulting services for the public and nonprofit sectors.
When leaders at SunGard realized that its customers, support agents, and knowledge workers often had to spend extra time and effort looking in multiple repositories to find answers to a solution or information for a task, improving search and information access became a corporate priority. Read more and comment »
One of the biggest barriers to support agent proficiency is poor access to case-resolving knowledge. Information is everywhere, often in fragments across an ecosystem of enterprise applications, databases, and knowledge streams. For example, tech support agents at high-tech companies routinely need to access between five and 20 different applications to provide assisted support.
Recognizing that information is everywhere, innovative support leaders have also realized that a single knowledgebase can never contain all relevant information that agents and customers need. Instead, they are turning to search-based apps to reach across the ecosystem of record to empower agents with dynamic, contextual, and predictive access to information that helps them solve cases quickly. Read more and comment »
Innovation and scalability are both crucial when companies experience rapid growth, and Sonus Networks, a global leader in enabling and securing real-time communications, knows this firsthand. With a presence that spans nearly 100 countries, Sonus had more than 800 total customers in the fourth quarter of 2014, up almost 40% from the year before. To keep pace with this momentum, Sonus needed to find a partner that would help to transform its service & support operations to handle much higher levels of demand without increasing costs, as its business was transformed.