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June 16, 2015

Coveo launches intelligent search in the cloud

Coveo today announced the launch of Coveo Cloud, the first end-to-end, intelligent search cloud platform delivering unified search as an enterprise-class service. Coveo Cloud, scheduled to be released in September, will accelerate and simplify search deployments and user adoption for faster time to value.

This new service will enable organizations to:

  • easily and securely unify data from disparate sources across the IT ecosystem (cloud and on-premise),
  • create ubiquitous search experiences wherever people work, and
  • recommend the most relevant insights from everywhere directly into the context of customers and employees.

As Gartner Research Vice President and Distinguished Analyst Whit Andrews predicted in the report Smart Machines Will Change How Search Finds What You Need, While Proactive Search Will Find You, employees and customers expect organizations to deliver intuitive and knowledge-rich experiences: “Search in consumer service will expand and accelerate a transition to a proactive model where results will be offered without an explicit query.”

“Coveo’s intelligent search service fills the gap between fragmented information across the IT ecosystem of record and today’s more digitally capable employees and customers,” said Coveo CEO Louis Tetu. “Upskilling people where they work and engage transforms performance to create new levels of economic value.”

According to Coveo CTO and Founder Laurent Simoneau, “One of the most exciting areas of development for us is leveraging cloud efficiency to enable the automatic tuning of relevance via machine learning combined with powerful usage analytics. This is the future of search and will have important contributions to Coveo applications as we move forward. This capability has already been field tested to provide an “Amazon-like” experience for customers, without the extensive custom development of the past.”
Coveo Cloud components will include:

  • A secure cloud-based index that unifies cloud and on-premise content
  • A security framework that includes encryption at rest
  • Broad connectivity to a broad range of cloud and enterprise systems
  • Easily tunable relevance engine, by department, workgroup, and user context
  • JavaScript interface editor to quickly embed search components and enable intuitive search experiences
  • Usage analytics for crowd-sourced content curation and relevance, including machine learning to automatically optimize result relevance

Coveo Cloud will speed the creation and go-to-market of intelligent search applications within popular enterprise platforms. Coveo for Salesforce, the first Coveo intelligent search application utilizing Coveo Cloud, is in use at many leading and high-growth organizations. Coveo for Salesforce Service Cloud and Community Cloud Editions securely bring relevant information from across the IT ecosystem into the context of customers and support agents, most often without an explicit query being conducted.

Sonus Networks, a high-growth technology company that enables and secures real-time communications for the world’s leading service providers and enterprises, uses Coveo for Salesforce to scale support organizations and increase customer engagement. Sonus CIO Bill Parks said, “As Sonus continues to grow, Coveo for Salesforce apps help us to scale our customer service operations while reducing costs and increasing customer satisfaction. As we continue our evolution toward a fully digital workplace, Coveo enables us to connect our information stores across our IT ecosystem with the contexts of both our support agents and our customers themselves, via the self-service channel they prefer.”

Other customers are documenting significant achievements leveraging Coveo, from a 900 percent increase in website visitor engagement, to more innovative products with faster time to market, shorter training time for new employees and more effective customer support and self-service. At Salesforce, where Coveo delivers proactive insights to 900 service agents and all of its customers on its success community, case deflection has increased significantly and search relevance for support agents increased by 85% upon deployment.

“We’re in a day and age where a technology ecosystem is a significant part of making customer engagement effective” said Paul Greenberg, author of CRM at the Speed of Light. “In that context, intelligent search becomes interesting because it operates like a glue connecting data from systems of record and systems of engagement and comes up with knowledge that is actually valuable for helping to determine the outcomes that customers are looking for. Making it a cloud service rather than merely an on-premise technology simplifies the equation for customer-focused organizations to leverage useful knowledge and expertise from what Coveo CEO Louis Tetu calls ‘the full ecosystem of record.’ This benefits both employees who get access to the knowledge for insights to help them decide on a course of action with customers, and via self-service, the customers, who get the information they are looking for as fast as they need it. That’s good stuff, truly.”

About Coveo

Coveo is on a mission to transform business by improving people’s skills, knowledge, and proficiency with Intelligent Search. Coveo’s Intelligent Search Apps unleash the power of fragmented, disparate information from across the enterprise IT ecosystem at every point-of-work.  Recognized as the Most Visionary Leader in Enterprise Search by Gartner, Coveo enterprise search allows companies to create high performance contact centers, cultivate company-wide knowledge sharing and collaboration, and succeed at self-service. With the search industry’s highest security standards, broadest connectivity and greatest relevance control and configurability, Coveo removes complexity to make search work, quickly and effectively. Coveo partners with some of the world’s largest enterprise technology ecosystems, such as Salesforce, where contextual insights from outside the platform are critical to delivering a unified experience for their customers. For more information, please visit www.coveo.com, and follow us on the Coveo blog, LinkedIn, and Twitter.

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Editorial Contact:
Colin Beasty
Manager, Media Relations
418-263-1111 x2264