Oct. 19, 2009 (Business Wire) -- Coveo, a leading provider of enterprise search technology and information access solutions, today announced the launch of a new customer service and call center solution, the Coveo Customer Service Knowledge Console. Coveo’s new solution places the power of enterprise knowledge access in the hands of call center agents, managers, and, importantly, B2B customers. The Coveo Customer Service Knowledge Console provides, though role-specific, customizable interfaces, access to all customer, product- and service-specific enterprise knowledge, regardless of where it is stored.

“Our customers, including CA and Progress Software, are finding that enterprise search-based solutions can be the most effective way to empower call center agents and customers, increase first call resolution and customer self service, and reduce costs,” said Coveo President and CEO Laurent Simoneau. “We’ve been working with a number of our customers to ensure that the Customer Service Knowledge Console meets the needs of customers and call center agents and managers within complex environments, which may include multiple knowledge and information repositories and multiple legacy systems. We find that B2B customer service operations benefit significantly due to the complex nature of products and customer relationships.”

“Importantly, converging access to knowledge rather than converging systems or even information, ensures that call center agents, managers and customers access highly relevant and personalized information, in the relevant and preferred order, to ensure issue resolution in the fastest and most reliable manner possible,” said Simoneau.

The Coveo Customer Service Knowledge Console is custom configured to meet the needs of complex customer service environments, and includes:

• The award-winning, Coveo Enterprise Search 6.0 Platform, including always-on indexing of relevant enterprise systems, including desktop, email, CRM, databases and other help-desk content;
• Connectors into all customer, product and service-related information, including customer communities;
• Distinct and individually customizable interfaces for call center agents, call center managers and executives, and B2B customers;
• Business Intelligence (BI) Dashboards that measure and report on call center performance and customer relationship health, effectively creating real-time reporting of KPIs;
• Social media customer sentiment analysis; and
• Blackberry and other smartphone access for field customer service staff.

The Coveo Customer Service Knowledge Console is powered by the award-winning Coveo Enterprise Search 6.0 platform, which is scalable from hundreds of thousands to billions of documents, and requires approximately 20 percent of the server footprint of legacy enterprise search solutions. The most modular and scalable enterprise search solution, Coveo Enterprise Search 6.0 has a reputation for ease of deployment and self-service customization.

About Coveo

Coveo is a leading provider of advanced enterprise search technology and information access solutions, including mobile search solutions, for high performance businesses. Coveo solutions are the industry’s most modular and scalable, creating the easiest deployments and lowest total cost of ownership, and yet provide sophisticated functionality to foster better customer experiences, and increase sales, productivity and collaboration among knowledge workers. By enabling real-time access to relevant business information, Coveo enterprise search solutions optimize business processes for customer service, information publishing, ecommerce, collaboration, investigations and litigation support. Coveo contributes to the success of more than 600 customers globally, including AmerisourceBergen, CA, Deloitte, GEICO, ESPN, Haley & Aldrich, Lockheed Martin, Odyssey America, P&G, Progress Software, PRTM, PricewaterhouseCoopers, Rabobank, SNC-Lavalin, Spencer Stuart, Theodoor Gilissen Bankiers N.V., and the U.S. Navy.

Information and video demos are available at www.coveo.com