Coveo Selected by Netezza(R) to Take Award-Winning Customer Service and Support to the Next Level Tweet

Global leader in data warehouse, analytic and monitoring appliances turns to Coveo to further improve customer satisfaction and customer self-service, and increase call center efficiencies.

CHICAGO and SANTA CLARA, Calif. -- From the 2010 Technology Services World Conference, Coveo, a leading provider of customer information access and enterprise search solutions, announced the addition of Netezza Corporation to its global customer base. Netezza, a leader in data warehouse, analytic and monitoring appliances, will implement Coveo's Customer Information Access Solution for Contact Centers and Customer Self-Service, to advance its online customer self-service experience and increase efficiencies across its contact center operations.

"Our award winning customer service and support is a key differentiator for Netezza and we look forward to taking it to new heights with Coveo," said Tricia Cotter, Sr. Vice President of Operations at Netezza. "We learned about Coveo when they launched their Customer Information Access Solutions and we were intrigued by the concept of not moving data, and yet providing our contact center agents and customers with access to real-time, relevant information to solve issues and answer questions more quickly. This is an effective way to leverage the tremendous infrastructure we've built to serve our customers, and increase our service levels while reducing costs."

Coveo's Customer Information Access Solution for Contact Centers provides unified access into all product, service, and customer information from a single, intuitive screen, through Coveo's Unified Indexing Layer. Coveo will provide Netezza contact center agents with a unified view of information stored across multiple enterprise systems including File Shares, Exchange servers, Desktop content, SharePoint, and several other customer support systems through Coveo's purpose-built Connectors. Rather than piecing together information from disparate systems, Netezza call center agents can easily find the right information and resolve issues faster and more accurately.

Netezza will also utilize Coveo's Customer Information Access Solution for Customer Self-Service to power its secure, online customer self-service support site. Netezza customers will be able to quickly search and pinpoint information within its online support knowledgebase, to solve their technical questions, ultimately deflecting calls into Netezza's call centers. Netezza customers will also be able to view support case statuses, history, and details, all through the secure, online customer self-service console.

"We are pleased to welcome Netezza to our growing customer base of organizations who are realizing the value that a unified view of product, service, and customer information can deliver to support organizations," said Laurent Simoneau, CEO, Coveo. "We look forward to helping Netezza achieve significant results in terms of increased first contact resolution, decreased case resolution time and higher levels of customer satisfaction."

Coveo's Customer Service Solution was recently named a Leader in Contact Center Search by industry experts in the 2010 CRM Service Awards given by CRM Magazine. For more information, visit www.coveo.com or download the White Paper, "Beyond Search: Customer Information Access."

About Coveo

Coveo is a leader in enterprise search-powered, information access solutions. The Coveo Enterprise Search Platform and Customer Information Access solutions help organizations generate value from information and knowledge stored across the enterprise, in virtually any system, whether they reside in the cloud or on enterprise servers—all without moving data. While the Coveo Enterprise Search platform is designed for Global 2000 organizations, small and medium-sized businesses can get started at no cost with Coveo Expresso, a free, entry-level and yet robust enterprise search solution.

With Coveo's unified indexing technology, companies gain an alternative to expensive system upgrades and integrations, and are able to harvest existing IT infrastructure while providing actionable insight into information and knowledge. Coveo helps companies to Stop Moving Data™ by combining structured and unstructured data from virtually any enterprise system into a central index, which is then accessed securely to drive more value through multiple business processes.

Coveo's more than 700 global implementations contribute to the success of, among many others, AmerisourceBergen, CA, Deloitte, GEICO, ESPN, Haley & Aldrich, Lockheed Martin, Odyssey America, P&G, Rabobank, SNC-Lavalin, Spencer Stuart, Theodoor Gilissen Bankiers N.V., Children's Hospital of Boston, Sony Ericsson, Macquarie Bank, Patek Philippe, IMS Health, Nexen, ICBC, SSQ Financial, and the U.S. Navy. Information and video demos are available at www.coveo.com.

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