REIMAGINE, CUSTOMIZE AND DEPLOY AT THE SPEED OF DIGITAL

Coveo Gold Partner

iTalent Digital is a software engineering and consulting firm that co-creates flawless experiences for your customers, support engineers, call center agents, partners, and anyone interacting with your company.

CO

VEO

SO

LUTI

ON

BRI

EF

Relevancy Transformation for the Support Ecosystem

• Provide intelligent, personalized self-service

• Predict user intent with behavioral and content analytics

• Converge relevant content in unified, role-based search

• Embed real-time intelligence driven by machine learning in call centers

• Streamline, scale and automate

Business Benefits

• Surface content where the user chooses to be

• Drive customer satisfaction through faster time to resolution

• Anticipate and deliver on customer needs

• Dramatically reduce case volume and operating costs • Enable customer support agents and engineers

• Deploy on time, on budget with immediate results

Every modern enterprise understands the value of mass personalization. Yet the vast majority of IT support decision-makers feel constrained by tight budgets and lack of in-house expertise on customizations. At iTalent Digital, we have the deep technical expertise to support your ecosystem’s specific needs.

CHALLENGES SOLUTIONS AND BENEFITS

NO-TOUCH SOLUTIONS WITH COVEO

Difficulty solving problems and finding answers through self-service channels

High operating costs for call center staffing

Real-time demands on call center agents

Users with different access rights

Siloed structure with massive amounts of content in disparate systems

Machine learning to gain customer insights and proactively surface relevant content. Increase customer satisfaction

SUPPORTPORTALS

CALL CENTERS

ONLINECOMMUNITIES

SUPPORTTICKETING

Intelligent indexing of content from disparate sources, driven through AI

Role-based search. Ensure compliance and confidentiality

Automate recommendations based on profile, interactions and more. Deflect support calls, reduce operating costs

Intelligent call center using AI to recommend answers in real time**Salesforce partner

THE RIGHT CONTENT AT EVERY TOUCHPOINTCollaborative Solutions for a More Intelligent and Cost-effective Support Ecosystem

AI-powered insight engines make every interaction more relevant across all digital touchpoints. iTalent Digital takes that functionality to the next level for your specific needs. We integrate, extend and customize the Coveo platform to deliver a solution specific to your business and technical requirements. If you can envision mass personalization at your enterprise, iTalent Digital can make it happen.

Coveo Index

MACHINE LEARNING ENABLES THE INSIGHT ENGINE TOBECOME SMARTER OVER TIMEWith every user’s click, search query and activity on your website properties, the insight engine self-learns how to better serve the individual.

MULTIDIMENSIONAL, 360-DEGREEVIEW OF EVERY USER

Every interaction triggers the system to process essentially any variable, including:

• Who is this person? • What other users have similar profiles?

• Do they want to buy something, learn something or resolve a problem?

• What have they searched for before? • What purchases have they made? • What problems have they had before? • How have similar problems been solved?

• Who are the experts on this topic?

In the most optimal scenario, the insights engine will become so intelligent, it

eliminates the need for search.

The engine will eventually be able to predict what the user needs and

deliver the right content proactively through recommendations

capabilities.

THE POWER OF PREDICTIVE INSIGHTS

ONLINECOMMUNITY

SUPPORTPORTAL

CONTACT CENTER

EMPLOYEEINTRANET

CORPORATEWEBSITE

Activities

Signals/Outcomes

Content

Context

RelevanceIntentPersonalization

UnifiedContent

SearchRecommendations

Intelligence

UnifiedInteractions

Seamless connection between content repositories: website, support portal, online community, and knowledge base.

ITALENT DIGITAL INTEGRATES COVEO WITH ONLINE COMMUNITY ANDCUSTOMER SUPPORT PORTAL

Coveo Machine Learning

Coveo Analytics

27 Devine Street, Suite 20San Jose, CA 95110

www.italentdigital.com PROVEN TECHNICAL EXPERTISE, AGILITY, AND SPEED

Don't be left behind! Deliver the ultimate support experience for your customers.

search@italentdigital.com