Blog Coveo Insights

How SunGard Public Sector Offers Effortless Self-Service with Search

Posted by Mabel Ng on March 16, 2015

SunGard Public Sector Uses CoveoValuing 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 »

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Customer Service Trends Part 3: Embrace the Ecosystem of Record

Posted by Eric Courville on March 10, 2015

ecosystem of recordOne 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 »

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Sonus Networks Scales for Growth with Enterprise Search-Based Apps

Posted by Diane Berry on February 26, 2015

sonus networks chooses coveoInnovation 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.

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Infographic: Easy Does It for Support Leaders

Posted by Diane Berry on February 11, 2015

“To Build Loyalty, Companies Need to Stop Thinking ‘Exceed Expectations’ and Start Thinking ‘Make It Easy’”— so says the Corporate Executive Board and its book, Effortless Customer Experience.

That is never more true than in the world of customer service and support. With multiple forces at work—from the rapid acceleration of cloud to the digital workplace and digital native customers—companies struggle to deliver the types of low-effort, high-quality service experiences that customers no longer just expect but now demand. The risk? Customers leave and service costs grow ever higher. Scalability becomes a dream at best. Read more and comment »

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Customer Service Trends Part 2: Upskill Agents With Search

Posted by Eric Courville on February 5, 2015

customer service trend: upskill agentsThe distance between a customer and a resolution to a service-related issue should be minimal, according to a landmark CEB study of 125,000 consumers. The study revealed that 96% of customers feel more disloyal to a company when put through high-effort experiences.

Unfortunately, the experience most customers have with contact centers is anything but low-effort. Calls to contact centers can mean long wait times, complex IVR trees, escalations and incomplete solutions that require callbacks. Read more and comment »

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