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EXECUTIVE INSIGHT EXECUTIVE INSIGHT

SUPPORT SERVICES

Beyond Search: Customer Information Access

Innovative Tools Are Required to Mine the Expanding Knowledge Ecosystem

M arc h 1, 20 1 0

A Joint White Paper from TSIA and Coveo

Beyond Search: Customer Information Access

TSIA-EI-10-002

Table of Contents

Executive Summary ....................................................................................... 3 Table 1: Service Levels Decline despite High Knowledgebase Adoption ................................................................................................... 4 Emergence of the Knowledge Ecosystem ................................................... 5 Figure 1: Multiple Data Sources Common for Assisted Support and Self-Service .............................................................................................. 5 Figure 2: Typical Knowledge Ecosystem for Technology Support ........... 6 Mining the Knowledge Ecosystem: Customer Information Access ......... 7 Single Search Tool ................................................................................... 7 Unified Search Results ............................................................................. 8 Conversational Search ............................................................................. 8 Social Search ........................................................................................... 9 Security ..................................................................................................... 9 Imbedded Analytics ................................................................................ 10 Dashboarding ......................................................................................... 10 TSIA Recommends....................................................................................... 11 Coveo Customer Information Access Solutions Enable the Knowledge Ecosystem...