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News : Coveo Announces New Features to Help Equip Frontline Agents

#contactcenterworld, @coveo, @salesforce

Montreal, QC, Canada, Sept, 2021 -- Coveo, a provider in relevance platforms that transform search, recommendations, and personalization within digital experiences, announced ‘Personalized Agent Full Search’ and a Slack connector built on the latest technology from Salesforce and Coveo.

Service and support interactions have often become make-or-break for customer loyalty. Due to the rise of self-service, customers typically come to the contact center with only their most complex and frustrating problems, often as a channel of last resort. A recent Microsoft survey found that 36% or respondents thought the most frustrating aspect of a poor customer service experience is an agent that lacks the knowledge or ability to solve the customer’s issue. Combined with generally increasing customer expectations, and the switch to remote and hybrid work, this has put more pressure on customer service agents and can be a major factor in staff turnover and talent scarcity. Coveo’s new agent experience aims to equip customer service and support representatives with the information they need to be productive and proficient, even on day one.


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"We regularly connect with our customers to get a better understanding of what technology would help make their employees' jobs easier," said Sawan Deshpande, General Manager Service and Workplace at Coveo. "The resounding consensus was that customer service agents crave the ability to personalize the full search experience for their own specific needs."

"Coveo’s new Personalized Agent Full Search and Slack connector make it easier to connect with just the right people and information at just the right time to help resolve cases faster and increase customer loyalty," said Sawan Deshpande, General Manager, Service and Workplace at Coveo.

#contactcenterworld, @coveo, @salesforce

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.globenewswire.com


About Coveo:
Company LogoCoveo is a provider of enterprise search technology and customer information access solutions.
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About Salesforce:
Company LogoSalesforce.com delivers software-as-service offering a family of on demand solutions for integrated sales force automation, campaign management, customer service and support, and document and file management to help companies meet the complex challenges of global customer communication. The company has introduced sforce, a new service that will change how applications are built as significantly as salesforce.com changed how applications are delivered.
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Today's Tip of the Day - Customers Wary Of Fraud Calls

Read today's tip or listen to it on podcast.

Published: Tuesday, September 14, 2021

Printer Friendly Version Printer friendly version

2021 Buyers Guide Call Routing Optimization

 
1.) 
Eastwind Communications

Eastwind sells Oracle, Ribbon, and Dialogic SBC and routing solutions for both premise-based and cloud-based deployments along with Microsoft Teams integration. Eastwind offers managed service offerings and complete 7x24 support.

2.) 
Lieber & Associates

Call Routing and Contact Center Optimization
L&A provides consulting services to optimize contact centers, including call routing, skills-based routing, and multi-location routing. The firm's senior consultants have several decades of experience each in this area and work with all vendors' systems. L&A's president pioneered skills-based routing.

3.) 
OpsTel Services

SPEED
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Performance Monitoring
 

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