Beyond Search: Customer Information Access

Coveo

The knowledgebase is no longer the center of the universe. Despite large investments in knowledgebase technologies over the past decade, customer satisfaction rates and key call center metrics have continually declined. This TSIA/Coveo white paper examines these trends as well as the emergence of innovative, next-generation knowledge tools that provide single screen access to the entire knowledge ecosystem, which drastically improves operations and helps turn customer service from an expense to a corporate asset.