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In February 2011, Omega teamed up with Coveo, a provider of Enterprise Search 2.0 and Customer Information Solutions, to conduct a survey that revealed some of the most critical and costly challenges facing customer support departments, and the negative impact on customer service metrics. The survey was conducted with managers, vice presidents, and C-level executives from the computer hardware & software, complex manufacturing, medical devices, and technology services industries, responsible for customer service and support operations. Results indicated that the biggest problems are caused by inefficient access to the information needed to solve customer issues, as data continues to proliferate beyond the traditional knowledge base and CRM.

View the Final Report "The Knowledge-Driven Support Organization and Its Impact on Customer Experience: Harsh Realities for Contact Centers".

Visit the webcast unveiling the survey results.

View the press release.

About Coveo:

Coveo provides Enterprise Search 2.0-powered information access solutions. The Coveo Platform transforms disparate structured and unstructured data, from virtually any system, into actionable, on-demand knowledge. Coveo consolidates and correlates content into dynamic 360° views about customers, projects, people, processes and products, to inject knowledge into key business processes. Coveo Customer Information Solutions, based on the Coveo Platform, include specialized components designed for customer service and sales organizations. Enterprise Search 2.0 allows companies to finally stop moving data, and start accessing knowledge. Information and video demos are available at www.coveo.com.

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