EXFO leverages knowledge in real time

EXFO, a provider of test and service assurance solutions for wireline and wireless network operators and equipment manufacturers, is enhancing customer and agent satisfaction, as well as efficiency, with Coveo for Salesforce.

EXFO, with a staff of 1,700 people in 25 countries, was looking for a Salesforce search and relevance solution that could consolidate and correlate information automatically from across the Salesforce platform, and present it directly into the agent’s context, within the Salesforce user interface. With Coveo for Salesforce, EXFO’s service agents have access to contextual knowledge from across the Salesforce platform and from agents across the globe in real time, leading to faster responses to customer cases, Coveo reports.

Brigitte Pare, CRM manager for EXFO, says, “The satisfaction of our agents is very important to us. When you work in troubleshooting, you are happy when your clients are happy. So when you have a tool like Coveo, which allows you to stop searching for information and spend more time with your customers, it makes them feel good to know they are providing a high-value service.”

(Image courtesy of ShutterStock.com)