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Weekly News Digest

June 21, 2010 — In addition to this week's NewsBreaks article and the monthly NewsLink Spotlight, Information Today, Inc. (ITI) offers Weekly News Digests that feature recent product news and company announcements. Watch for additional coverage to appear in the next print issue of Information Today. For other up-to-the-minute news, check out ITIís Twitter account: @ITINewsBreaks.

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Coveo Launches Version 2.0 of its Customer Information Access Solutions (CIAS)

Coveo, a provider of enterprise search and customer information access solutions, announced Version 2.0 of its Customer Information Access Solutions (CIAS), which include CIAS for Customer 360, CIAS for Contact Centers, and CIAS for Customer Self Service. Coveo's Customer Information Access Solutions were launched in October 2009 and quickly gained marketplace momentum due to the solutions' trademark, unified access into all product, service, and customer information from intuitive and role-specific dashboards, based on Coveo's Unified Indexing Layer. New to CIAS Version 2.0 are several intelligence-revealing, role-centric dashboards with user-profile based interactions.

CIAS for Customer 360: Analytics Dashboards, include the following:

  • At-a-glance account information with a single, multi-faceted view into account status and health, compiled from information in multiple, distributed systems.
  • Graphical summaries of aggregate account metrics, such as current opportunities correlated to priority support cases, that allow managers to easily identify accounts and important issues that require attention.
  • Operational overviews that allow support managers to quickly analyze key metrics and review priorities, to ensure customer satisfaction and operational efficiencies.

The Coveo Usage Analytics module compiles and presents all user interactions within the CIAS solution; explores top queries, documents, interfaces, users, queries without results, and various user behaviors; and helps administrators easily identify trending support issues, knowledge and content gaps, and gather insights to improve usability and adoption, via an intuitive user interface.

Coveo CIAS for Contact Centers provides a configurable agent dashboard that displays relevant, actionable items, including new cases in the support queue, actions required, and new knowledgebase content. It also provides integrated information access, from across the knowledge ecosystem, including CRM systems, knowledge bases, customer communities, chat, support mailbox, product FAQs, bug databases, and more.

Coveo CIAS for Customer Self-Service increases web-based self-service via secure support sites, customer portals, or communities, including consolidated access to information from multiple repositories in a seamless web interface and contextually relevant, guided navigation.

Source: Coveo



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