Blog Coveo Insights

Is the Data Warehouse Dead?

Posted by Diane Berry on November 21, 2012

Did big data kill the data warehouse?Data warehousing has been around for a long time. It’s a key step that many companies took to modernize their infrastructure and house their rapidly growing stores of data. But will 2013 be the last year for the enterprise data warehouse as we know it?

Many seem to think so. When Gartner released its 2013 tech trends last month, it noted that Big Data was “leading organizations to abandon the concept of a single enterprise data warehouse containing all information needed for decisions.” The Huffington Post was a bit more decisive, as BlueKai’s CEO declared that “the age of the data warehouse is behind us. It’s gone and it’s not coming back.” Read more and comment »

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Knowledge Insight Means Big Money in Customer Service

Posted by Louis Têtu on October 3, 2011

As a rule of thumb in customer service, financial models show that any ticket not resolved quickly – due to lack of insight – will see its cost roughly triple. When you factor in research time to gain insight, contact and context re-establishment time, having to bring other people into the mix to resolve a problem, escalation time, time wasted  when an agent is interrupted by another agent looking for advice on yet another ticket, and more, you’ve got quite an inefficient, costly problem on your hands.

Worse – from the customer experience perspective – because of queues introduced in the process, case resolution time can easily increase 10x. For those of you who are familiar with manufacturing and Kanban principles, this is a very similar topology of problem. Every time a ticket is unresolved it introduces WIP and delays, driving the whole cycle-time up significantly. Read more and comment »

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BI vs. Analytics: Making Dynamic Analytics Representative of True Business Intelligence (Part 2)

Posted by Ed Shepherdson on June 22, 2011

As I mentioned in my previous blog post (part 1 of BI vs. Analytics), the amount of information impacting business operations continues to grow, as markets change and the rate of adoption of new technologies increases. So what’s the next step in making sense of all this data, quickly and efficiently? The answer is combining business intelligence and analytics, driven by Enterprise Search 2.0 platforms, to get the results you need.

Is measuring the variance in predictability really analytics? Read more and comment »

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Joint Research with the TSIA – Enterprise Search 2.0 Powered Analytics: Transform Data into Actionable Knowledge

Posted by Ed Shepherdson on June 2, 2011

If you needed further evidence that customer support operations are overwhelmed by data, look no further than the joint research paper released today by the Technology Services Industry Association (TSIA) and Coveo entitled, “Enterprise Search 2.0-Powered Analytics: Transforming Data into Actionable Knowledge.” New data revealed within the report includes this eye-opening statistic: TSIA members receive, on average, 51,000 support incidents per month. These include phone, email, Web chat, and online incidents, each filled with critical information about products and services that could be mined for trends.

I was pleased to have contributed to this report. As the title suggests, the report focuses on Enterprise Search 2.0-powered customer service analytics, a topic relevant to today’s customer service organizations who are awash in oceans of data, and one where we have much expertise to offer. The aim of the report is to help readers understand how support teams are leveraging analytics to deliver real business value in the areas of operational impact, knowledge management, multi-channel management and voice of the customer. Read more and comment »

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BI vs. Analytics: Understanding the Role of Each in Making Informed Decisions (Part 1)

Posted by Ed Shepherdson on May 26, 2011

Information impacting business operations is diverse, complex and growing at staggering rates. Due to unrelenting competition, changing markets, and accelerating rates of adoption for new technology, there is a tremendous strain on IT and business infrastructures. Accessibility to actionable knowledge continually sparks the debate between business intelligence and analytics, questioning the roles each of them play in making informed decisions.

In the past, organizations have struggled to find people willing to sift through mountains of data in order to properly analyze the information needed to make smart decisions. BI made this process easier by introducing analytics as part of the company’s strategic decision making process. Unfortunately, many companies striving to run their entire organization based on BI alone have fallen short for a number of reasons: Read more and comment »

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