September 21, 2011 15:00 ET

Coveo to Host Exclusive Roundtable and Reception With Senior Executives and Top CRM Editor to Unveil a New Technology That Significantly Improves Customer Service Operations

Reported Benefits Include a 50 Percent Reduction in Case Resolution Time, 10 Percent Improvement in Customer Self-Service Satisfaction, Reduction in Agent Training Times, and More

NEW YORK, NY--(Marketwire - Sep 21, 2011) -

With expanding customer interaction channels, rising customer expectations, and an explosion of both the amount and complexity of data, B2B customer support organizations struggle to provide a world-class customer experience. Customer information has become unmanageable and inaccessible to those who need it most: agents, customer service managers and executives, and customers themselves -- causing confusion, dissatisfaction, and the loss of customers to the competition.

Coveo is hosting an exclusive reception with industry leaders, practitioners and the editor of CRM Magazine, on a new technology for B2B organizations that uses real-time insight from all customer channels to better know, better serve, and sell more to customers.

Attendees will learn how combining knowledge management, customer experience management and search can provide real-time insight from all customer channels and IT systems. Companies who have taken this approach report:

  • Case resolution time cut by 50%
  • Customer self-service satisfaction increased by 10%
  • Contact center capacity increased without adding headcount
  • Agent training time reduced and agent retention increased

Speakers include:
Jim Crowe, senior vice president and CIO, Hudson Insurance Group
David Myron, Editor, CRM Magazine
Ed Shepherdson, senior vice president, Enterprise Solutions, Coveo

Who should attend? Those responsible for customer service, customer experience, sales and marketing, CRM, and internal tech support, across B2B organizations.

Eventi Hotel
851 6th Avenue (at 30th Street)
New York, NY
Register Now.

Tuesday, September 27, 2011
6:00 - 8:00 pm ET

About Coveo
Coveo is the confluence of Enterprise Search 2.0, knowledge management and customer experience management. Coveo transforms disparate structured and unstructured data, from virtually any system, into actionable, on-demand insight about customers, projects, people, processes and products, providing greater insight into key business processes. Greater insight enables more effective and efficient customer service, more relevant customer experiences, increased sales and shorter sales cycles, faster innovation for better product development, and ultimately, increased profitability.

Coveo customers range from Fortune 100 companies such as Lockheed Martin, PepsiCo and Verizon, to Global 2000 companies such as GEICO, Bose, CA Technologies and T-Mobile, to mid-sized businesses such as Terumo Medical, IBM Netezza and Children's Hospital of Boston. For more information, visit

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