Coveo Launches Enterprise Search-based, B2B Customer Service and Call Center Solution

Coveo Customer Service Knowledge Console Increases First Call Resolution and
Customer Self-Service
CHICAGO & QUEBEC--(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

Coveo
Diane Berry, VP, Marketing and Communication
Office 418-263-1111 x 200
Mobile 908-627-5470
dberry@coveo.com

Copyright Business Wire 2009