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A joint research paper from TSIA and Coveo

Advanced Indexing and Insight Technologies Exploit Big, Unstructured Data to Drive Support Performance Amidst all of the buzz, innovative support leaders have found a way to exploit the big, unstructured data at their fingertips to bring actionable insight (and significant service improvements) to their organizations. In this new TSIA research paper, "Transforming Data into Actionable Customer Insights," technology analyst John Ragsdale explains how advanced insight and indexing technology is the only way support organizations can tap into the diversity and variety of content (from social, email, voice, chat, KBs, CRMs, ERPs, and more) to get actionable customer insights.

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