Case Study: Sonus Networks achieves scalable customer support and improved self-service with Coveo

Sonus Networks Serves Fast-Changing Markets in a Whole New Way with Coveo

Sonus Networks, a leading provider of SIP‑based communications equipment, faced a market shift as smaller, more numerous enterprise customers began buying through distributors and partners. The company needed to support a much broader customer community at scale, become “easy to do business with,” handle roughly 30% monthly growth in support volume, and rapidly assimilate knowledge from acquisitions without lengthy data migrations.

Sonus implemented Coveo for Salesforce (Service and Community editions) to unify content across Salesforce, Confluence and SharePoint, deliver contextual, proactive search and case‑deflection in the Global Support Portal and Service Cloud, and provide role‑based UIs. The fast deployment upskilled agents, accelerated M&A knowledge assimilation, improved time‑to‑market, and is expected to drive a ~20% increase in self‑service resolution and higher CSAT.

Sonus Networks

Bill Parks

CIO, Sonus