Coveo, the enterprise analytics company, introduced Coveo 7.0 this week, a tool that monitors multiple channels including internal enterprise repositories and external social networks.

Coveo hopes to help customers get more insight into their growing repositories of internal and external content, a condition they call "Insight Deficit."

Laurent Simoneau, president and CTO at Coveo says that enterprises need to find a way to get a grip on the growing mountains of information in every company. "Data is growing exponentially in not only size and complexity, but also geometrically, as the number of enterprise systems and social channels continues to proliferate," he said. This product has the potential to provide that missing insight across these different content repositories.

From a customer service perspective this system could pull data about what a customer has bought from you as well as what he said about you on Twitter, and this can help you manage the customer's requirements and expectations better.

John Ragsdale, who is vice president of technology research at the Technology Services Industry Association sees this tool as a way to help customer service in particular. "The services industry has been crying out for efficient solutions that enable agents to uncover the knowledge they need to solve customers' problems," he said. This type of solution can do that in his view.

Coveo 7.0 is currently in beta. The company expects to release the product sometime during the first quarter next year.

For more:
- see the Coveo press release

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