Coveo News

Coveo Earns SIIA CODiE Award for Best Relationship Management Solution

Tue, 15 May 2012 00:00:00 -0400

Coveo Insight Solutions for Customer Service Receives Prestigious Industry Recognition Honoring Excellence in Corporate Achievement

QUEBEC – May 15, 2012 – Coveo today announced that it has won a 2012 SIIA CODiE Award for Best Relationship Management Solution. The Software & Information Industry Association (SIIA) is the principal trade association for the software and digital content industries. The CODiE Awards showcase the software and information industry’s finest products and services, honoring excellence in corporate achievement.

“This year’s winners reflect excellence and vision,” noted SIIA Vice President for the Software Division Rhianna Collier. “I’m proud to congratulate them on the success of their applications, platforms, and products.”

Coveo is one of 28 winners reviewed and voted upon by SIIA members. Awarded the “Best Relationship Management Solution,” Coveo Insight Solutions for Customer Service provides the front-line intelligence needed to transform customer service and support. By turning disparate data from all sources into insight about customers, their products, challenges, interactions, history and more, organizations are able to provide a more engaging experience. Flexible and modular, Coveo Insight Solutions leverage the Coveo Insight Methodology, a reference framework developed through more than 700 implementations. This combination results in a new level of actionable insight and the ability for organizations to better innovate, know, serve and sell to their customers.

“True customer engagement focuses on an organization’s ability to understand, adapt and respond to customer needs in a completely agile, real-time fashion,” said Diane Berry, Coveo senior vice president, Marketing and Communication. “The growth of social media and increasing move to the cloud has accelerated information fragmentation—while volumes are also growing exponentially. Our Insight Solutions, built on the Coveo Advanced Enterprise Search platform, help companies tame this growing and increasingly complex challenge by instantly assembling and presenting contextually relevant information for each user – whether that user is the customer, on a website; or a customer service agent or salesperson. And this is regardless of where the information is located – in the cloud, behind the firewall or in social media. We are honored to receive this CODiE Award, which is our third CODiE in four years. We are very appreciative of this recognition from the SIIA, the CODiE judges and SIIA members.”

For more information about the CODiE Awards, visit www.siia.net/codies/2012

Coveo customers range from Fortune 100 companies such as Lockheed Martin, PepsiCo, and Verizon, to Global 2000 companies such as GEICO and CA Technologies, to mid-sized businesses such as Terumo Medical and Children’s Hospital of Boston. For more information, visit www.coveo.com.

About SIIA
The Software & Information Industry Association (SIIA) is the principal trade association for the software and digital content industry. SIIA provides global services in government relations, business development, corporate education, and intellectual property protection to more than 500 leading software and information companies. The SIIA Software Division provides a forum for companies developing the applications, services, infrastructure and tools that are driving the software and services industry forward. For further information, visit www.siia.net/software

About the SIIA CODiE™ Awards
The SIIA CODiE™ Awards, originally called the Excellence in Software Awards, were established in 1986 by the Software Publishers Association (SPA), now the Software & Information Industry Association (SIIA), so that pioneers of the then-nascent software industry could evaluate and honor each other’s work. Since then, the CODiE Awards program has carried out the same purpose – to showcase the software and information industry’s finest products and services and to honor excellence in corporate achievement.

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Editorial Contacts

Erica Burns
PAN Communications
617-502-4300
PRcoveo@pancomm.com

Jessica Hohn-Cabana
Coveo
418-263-1111 x233
jcabana@coveo.com

SIIA Communications Contact
Laura Greenback
410.533.1943
lgreenback@siia.net

Coveo Executive to Lead “Insight Advantage” Workshop During SCORE Conference on Customer Experience May 16th - 17th 2012

Mon, 14 May 2012 00:00:00 -0400

Senior Vice President Ed Shepherdson will help attendees learn how to engage customers by engaging knowledge from across social media, cloud-based and enterprise systems

QUEBEC – May 14, 2012 – Coveo today announced that Ed Shepherdson, senior vice president, Enterprise Solutions, will lead and participate in two sessions during the 10th annual SCORE Conference, an Omega Management Group conference in Boston May 16th - 17th, 2012. His first session, “The Insight Advantage” Workshop will focus on how companies can become more customer centric to become more competitive, increase customer satisfaction and loyalty and increase revenue. The second session, “Managing the Customer Experience: One Experience at a Time” is a panel discussion about the importance and benefits of managing the customer experience consistently across all touch points.

The “The Insight Advantage” workshop, Wednesday, May 16, from 4:00 to 5:00 p., EST, will cover the following:

The challenges facing customer service organizations as the proliferation of social media and cloud-based systems accelerate information fragmentation and growth
A new and non-disruptive method of consolidating, enriching and instantly presenting customer data across multiple information silos, from social media to SaaS systems to information systems behind corporate firewalls.
How to use this information to knock down legacy barriers and beat the competition in customer engagement, satisfaction and loyalty
The differences between this new approach to information integration, that leaves data where it resides and leverages existing systems, and complex integration strategies such as Master Data Management (MDM)

The “Managing the Customer Experience: One Experience at a Time” panel, Thursday, May 17, from 10:30 to 11:15 a.m. EST, will discuss:

Best practices in how to gain competitive advantage through customer intelligence
The tools used to get ahead of the competition while strengthening customer relationships
How companies are using customer data to design an end-to-end customer experience that meets its customers’ changing needs, and how to deliver consistently upon that design across all customer touch points

Details:

WORKSHOP: The Insight Advantage
DATE: Wednesday, May 16, from 4:00 to 5:00 p.m. EST
PRESENTER: Ed Shepherdson, senior vice president, Enterprise Solutions; Coveo

PANEL: Managing the Customer Experience: One Experience at a Time
DATE: Thursday, May 17, from 10:30 to 11:15 a.m. EST
PANEL MODERATOR: Dennis L. Gershowitz, vice president, Service Strategies Practice; Anthony & Alexander Group, LLC
PANELISTS: Ed Shepherdson, senior vice president, Enterprise Solutions, Coveo; T.J. Felice, president, ISOdx Solutions; Walt Gasparovic, chairman & CEO, Society for Service Executives (SSE); and John Purcell, director, Customer Care Products; LogMeIn

ADDITIONAL INFORMATION: Visit http://omegascoreboard.com/score.php

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Editorial Contacts

Erica Burns
PAN Communications
617-502-4300
PRcoveo@pancomm.com

Jessica Hohn-Cabana
Coveo
418-263-1111 x233
jcabana@coveo.com

Coveo Honored as a 2012 Technology Services Recognized Innovator

Mon, 07 May 2012 00:00:00 -0400

Technology Services Industry Association (TSIA) Commends Coveo Insight Solutions for Customer Service for ‘Innovation in Products’ Category

QUEBEC and SAN DIEGO – May 7, 2012 – Coveo announced it has been named a Spring 2012 Recognized Innovator finalist by the Technology Services Industry Association (TSIA), the leading association for today’s technology services organizations, at the Technology Services World (TSW) Best Practices conference today in Santa Clara, California. The company was named a finalist in the “Innovation in Products” category.

The Recognized Innovator Awards have become highly regarded in the technology services industry, representing the only independently judged awards program that recognizes innovation in technology services products and service offerings documented with customer case studies of measurable business value and results.

Recognized Innovator finalists were selected by a panel of judges, including industry experts and TSIA members. As a Recognized Innovator finalist, Coveo will be featured in TSIA Research, and conference attendees can learn more about the company’s offerings during the Innovation Tour that will be conducted at the conference on May 7. Winners will be announced on Wednesday, May 9.

“Coveo’s solutions deliver value to technology companies and they truly understand product innovation,” said John Ragsdale, vice president of technology research for TSIA. “As one judge noted, ‘Insight is clearly seen in this excellent application.’ This is one of the many reasons why it’s our privilege to honor Coveo as a Spring 2012 Recognized Innovator finalist and a proven leader who can leverage innovative technology and continue to raise the bar for the entire technology services market.”

Services operations—including education services, professional services, support services and field services—are all looking for a competitive edge: something that allows them to make a unique claim in the market. Often, companies look to innovative technology to provide that competitive edge. The Recognized Innovator ‘Innovation in Products’ category provides documented case studies showing how their innovative products enable service operations to better compete through means such as increased productivity, cost reductions, increased revenues, improved customer satisfaction, or improvements to other key performance or financial metrics.

Coveo Insight Solutions for Customer Service provides the front-line intelligence needed to transform customer service and support—by turning disparate data from all sources into insight about customers, their products, challenges, interactions, history and more. Flexible and modular, Coveo Insight Solutions leverage the Coveo Insight Methodology, a reference framework developed through more than 700 implementations. This combination results in a new level of actionable insight and the ability for organizations to better innovate, know, serve and sell to their customers.

“We are honored to be named a finalist once again for the TSIA’s Recognized Innovator awards,” said Diane Berry, Coveo senior vice president, Marketing and Communication. “It is always a pleasure to be recognized for those qualities that are part of our DNA—innovation and delivering customer value. We look forward to participating in Technology Services World and having the opportunity to collaborate, share best practices and demonstrate the transformative nature of our Insight Solutions for Customer Service.”

TSW events have a strong reputation for delivering a solid program filled with impactful content. More information on Technology Services World and the Technology Services Recognized Innovator Awards can be found at www.technologyservicesworld.com.

About TSIA
The Technology Services Industry Association (TSIA) is the world’s leading organization dedicated to advancing the business of technology services. Technology services organizations large and small look to TSIA for world-class business frameworks, best practices based on real-world results, detailed performance benchmarking, exceptional peer networking opportunities, and high-profile certification and awards programs. TSIA corporate members represent the world’s top technology companies as well as scores of innovative small and midsize businesses in four major markets: enterprise IT & telecom, consumer technology, healthcare & healthcare IT, and industrial equipment & technology. www.tsia.com.

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Editorial Contacts

Diane Berry
Coveo
418-263-1111 ext. 200

Mike O’Connell
PAN Communications
617-502-4362
PRcoveo@pancomm.com

Coveo Insight Solutions for Customer Service Named 2012 SIIA CODiE Award Finalist for Best Relationship Management Solution

Thu, 29 Mar 2012 00:00:00 -0400

This marks Coveo’s third recognition by the Software & Information Industry Association in four years

QUEBEC – March 29, 2012 –

Today Coveo announced it has been selected as a finalist for The Software & Information Industry Association’s (SIIA) “Best Relationship Management Solution” 2012 CODiE Award. The “Best Relationship Management Solution” category recognizes the best software solution designed to expand a company’s knowledge about, and relationship with, its current or potential customers and/or partners.
The SIIA CODiE Awards recognize excellence in the business software, digital content and education technology industries. Over the past 27 years, SIIA has recognized more than 1,000 companies for achieving greatness in industries that expect innovative thinking and demand market validation.
SIIA is recognizing Coveo’s Insight Solutions for Customer Service for the solutions’ ability to provide the front-line intelligence needed to transform Customer Service—by turning disparate data from all sources into Insight—about customers, their products, challenges, interactions, history and more. Greater insight allows companies to inject contextually relevant intelligence at the point of customer engagement, regardless of channel. Such one-to-one interactions lead to more engaged customers with higher levels of satisfaction and loyalty, ultimately leading to increased revenue and profitability.
The winners will be announced on Thursday, May 10, at the CODiE Awards Presentations held in conjunction with the SIIA’s annual All About the Cloud conference.
Coveo was previously recognized for the value its solutions bring to organizations looking to make sense of the vast amounts of information across enterprise and social channels in an effort to better serve and engage customers. Coveo was recognized with a CODiE award in 2008 and 2010 for excellence in the field.

Quote:
Diane Berry, SVP Marketing & Communication, Coveo: “Enterprises are fast realizing the value of actionable insight for contextual customer engagement – particularly at the point of interaction. Insight from across the knowledge ecosystem—including from social media – helps companies provide the contextually relevant content when it matters most – at the moment the customer needs it, whenever that is—regardless of the channel in which the interaction occurs. We are pleased with the nomination by SIIA not only because it is a testament to our capabilities, but also because it is a recognition of the value that Insight Solutions bring to companies committed to customer engagement and success, as are we.”

About Coveo
Coveo transforms companies’ ability to gain insight from diverse and overwhelming amounts of unstructured and structured data, whether it exists behind the firewall or in social media. Coveo’s unified indexing technology connects broadly with all systems to create a virtual integration layer, from which role-based Insight Consoles present consolidated, correlated information mashups. Greater insight enables more effective and efficient customer service, more relevant customer experiences, increased sales and shorter sales cycles, faster innovation for better product development and ultimately, increased profitability.

Coveo customers range from Fortune 100 companies such as Lockheed Martin, PepsiCo and Verizon, to Global 2000 companies such as GEICO, CA Technologies and T-Mobile, to mid-sized businesses such as Terumo Medical, IBM Netezza and Children’s Hospital of Boston. For more information, visit www.coveo.com.

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Editorial Contacts

Kate Lukach
Coveo
418-263-1111 ext. 233
klukach@coveo.com

Mike O’Connell
PAN Communications
617-502-4362
PRcoveo@pancomm.com

Sixty-three Percent of Executives Report a Customer Centric Strategy Would Increase Revenues; Sixty-nine Percent Report Lack of Collaboration and Information Silos as Major Barriers

Thu, 15 Mar 2012 00:00:00 -0400

New Coveo survey shows significant opportunities to unlock hidden value of growing customer information across channels and departments

QUEBEC – March 15, 2012 –

The biggest value of a customer-centric strategy is to drive revenue and the most prominent barrier to customer centricity is the inability to share information across sales/marketing, customer service and product engineering functions, according to a recent survey by Coveo.
Customer centricity focuses on an organization's ability to listen to and adapt to customer demand in a much more agile fashion, by aligning information to respond to sudden, and more diverse, customer needs.
In a survey of more than 130 customer service and support professionals conducted Feb. 29 at the 2012 Customer Care Leadership Forum in Dallas, 63 percent of participants said placing customers in the center of their business ultimately drives revenue.
In the same survey, 69 percent of respondents listed lack of collaboration among sales/marketing, customer service and engineering departments and internal information silos as the biggest impediments to establishing a customer-centric culture.
It is clear that better listening to and responding to the customer is a top goal of C-level executives. According to Gartner Research’s latest global survey of 2,335 CIOs in 4Q11, retaining customers is the most important business priority following corporate growth.

Other Coveo survey findings include:

42 percent of respondents estimate that their companies have visibility into less than a quarter of information across all interaction channels, including social streams.
65 percent noted that they do not (54 percent) combine social data with enterprise content or are not sure (11 percent) of whether their organizations combine this data in customer service and support operations.
Asked to identify the biggest barrier they face in turning their organizations’ social strategy from listening and monitoring to taking action, a comparable number listed the lack of internal resources (44 percent) and the lack of technology to easily marry social and enterprise data, while making sense of it (41 percent). Fourteen percent cited lack of support from executives about the validity of social data.

Quotes:
Kate Leggett, senior analyst, Forrester Research: “Although 78 percent of customer intelligence professionals understand the value of social media data, far fewer are able to transform it into customer insight that drives better company strategy.”

Louis Têtu, CEO, Coveo: “The survey findings reflect the need for better insight into the overwhelming amounts of customer and product information across interaction channels and siloed departments to truly create a customer-centric view of the information for front-line staff. Insight Solutions break down siloed data structures by combining disparate sources – unstructured and structured data from social and enterprise systems – into a single view for more effective and efficient customer response, more innovative products that meet customer needs, a better customer sales and service experience and ultimately, higher sales and less churn.”

About Coveo
Coveo transforms companies’ ability to gain insight from diverse and overwhelming amounts of unstructured and structured data, whether it exists behind the firewall or in social media. Coveo’s unified indexing technology connects broadly with all systems to create a virtual integration layer, from which role-based Insight Consoles present consolidated, correlated information mashups. Greater insight enables more effective and efficient customer service, more relevant customer experiences, increased sales and shorter sales cycles, faster innovation for better product development and ultimately, increased profitability.

Coveo customers range from Fortune 100 companies such as Lockheed Martin, PepsiCo and Verizon, to Global 2000 companies such as GEICO, CA Technologies and T-Mobile, to mid-sized businesses such as Terumo Medical, IBM Netezza and Children’s Hospital of Boston. For more information, visit www.coveo.com.

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Editorial Contacts

Kate Lukach
Coveo
418-263-1111 ext. 233
klukach@coveo.com

SunGard K-12 Education Implements Coveo Insight Solutions to Drive Customer Service Operations Serving Over 1,500 School Districts and 8 Million Students Nationwide

Wed, 07 Mar 2012 00:00:00 -0500

Coveo’s Insight Consoles present mashups of unstructured and structured customer and product information, helping SunGard increase call center capacity and customer satisfaction

QUEBEC – March 7, 2012 –

Today Coveo announced that SunGard has implemented its Insight Solutions for Customer Service across Sungard K-12 Education, which currently supports over 1,500 school districts and over 8 million students (one out of six students) across the US.
SunGard is one of the world’s leading software and technology services companies. Its four businesses serve approximately 25,000 customers in more than 70 countries. SunGard K-12 Education offers district-wide software solutions to help teachers, administrators and parents support student achievement. Sungard K-12 Education delivers an integrated suite of software solutions for student information, assessment and curriculum management, special education, and financial and human resources.
SunGard K-12 sought to streamline its customer service operations and provide agents with a consolidated view of all structured and unstructured customer information across multiple systems, including social communities. Prior to Coveo, SunGard agents needed to search and sort through many separate data repositories to answer customer questions, wasting support agent time and resulting in higher costs to resolve customer issues.
With Coveo, SunGard K-12 customer service agents gain additional insight to solve customer issues quickly and efficiently. Coveo’s Insight Consoles automatically consolidate and correlate information from across multiple systems, including SunGard’s CRM and case tracking system, file shares and online customer communities, into a single, role-based Insight Console, configured specifically to SunGard contact center agent and manager needs.
With Coveo Insight Solutions, SunGard K-12 customer service agents now have a consolidated, single view of relevant customer information from across interaction channels and systems. With this greater level of insight into its customers, SunGard will improve agent efficiency and speed case resolution time, all while maintaining SunGard’s high levels of customer satisfaction.

Supporting Quotes

Keith Gingrich, vice president, customer support operations, SunGard K-12 Education: “We are always looking for ways to improve our customer service operations in an effort to serve our customers better and grow our business. As we continue to undergo significant growth, we wanted to scale our operations efficiently while maintaining our high levels of customer satisfaction. We were impressed with the results other Coveo customers reported in these areas, as well as Coveo’s focus on helping its customers meet and exceed their goals. We view this as a partnership to improve the customer service experience for our school districts. Coveo will help us help school districts spend less resources managing technology so they can spend more resources improving student achievement.”
Louis Têtu, chairman and CEO, Coveo: “It’s clear that SunGard’s customer-centric operations allow them to more aggressively compete in today’s market and better serve their customers. We look forward to helping SunGard significantly improve its ability to deliver a consistent, efficient and effective customer experience, and achieve the one-to-one relationship with their customers that will help to grow their business in the future.”

About Coveo
Coveo transforms companies’ ability to gain insight from diverse and overwhelming amounts of unstructured and structured data, whether it exists behind the firewall or in social media. Coveo’s unified indexing technology connects broadly with all systems to create a virtual integration layer, from which role-based Insight Consoles present consolidated, correlated information mashups. Greater cross-channel insight facilitates one-to-one relationships with customers, leading to increased sales, faster innovation for better product development and ultimately, increased profitability.

Coveo customers range from Fortune 100 companies such as Lockheed Martin, PepsiCo and Verizon, to Global 2000 companies such as GEICO, CA Technologies and T-Mobile, to mid-sized businesses such as Terumo Medical, IBM Netezza and Children’s Hospital of Boston. For more information, visit www.coveo.com.

Press Contact:
Kate Lukach, Coveo
klukach@coveo.com
418-263-1111 x233

Coveo to Participate in Argyle Executive Customer Care Leadership Forum

Thu, 23 Feb 2012 00:00:00 -0500

SVP Ed Shepherdson will moderate panel discussion on actionable insight for customer service

QUEBEC – February 23, 2012 – Coveo today announced that Ed Shepherdson, senior vice president, enterprise solutions, will moderate a panel discussion at the Argyle Executive Forum 2012 Customer Care Leadership Forum in Dallas that will focus on gaining insight from customer interactions across all channels – both social and enterprise – to enhance customer experiences. The session will take place Wednesday, February 29, from 2:00 to 2:45 p.m. CST.

As organizations are tasked with customer care and contact center leadership, the Customer Care Leadership Forum will address how organizations can have a customer-first approach to business and better address customer concerns. Shepherdson will moderate a session on “The State of Insight: Actionable Intelligence in Customer Service.”

The interactive panel discussion features senior customer support and experience executives including Peter Flynn, VP, worldwide customer services, Stratus Technologies; Mark Mitchell, managing director of customer experience, American Airlines; Cory Overman, vice president, customer service, Santander Consumer USA.

This session will cover the following:

• How companies can capitalize on the explosion of unstructured customer data generated across channels to identify cost savings and revenue-boosting opportunities

• How companies are planning to combine social media data with enterprise data and customer interactions across all channels

• How the immediacy of information impacts customer service performance

• Emerging best practices for sharing customer data and actionable insight between customer service, product development, sales and marketing

At an Argyle Customer Care Forum event in December, over 100 customer care leaders participated in a survey that found that access to actionable knowledge – specifically about customers – is a key priority. During this session, Coveo will be polling the audience to collect updated data about the importance of insight to customer service organizations.

About Coveo

Coveo is the confluence of Enterprise Search 2.0 and knowledge management for superior customer experiences, faster and more innovative product development and agile insight for sales and marketing. Coveo transforms disparate structured and unstructured data, from virtually any system, into actionable, on-demand insight about customers, projects, people, processes and products, providing greater insight into key business processes. Greater insight enables more effective and efficient customer service, more relevant customer experiences, increased sales and shorter sales cycles, faster innovation for better product development and ultimately, increased profitability.

Coveo customers range from Fortune 100 companies such as Lockheed Martin, PepsiCo and Verizon, to Global 2000 companies such as GEICO, CA Technologies and T-Mobile, to mid-sized businesses such as Terumo Medical, IBM Netezza and Children’s Hospital of Boston. For more information, visit www.coveo.com.

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Editorial Contacts

Kate Lukach
Coveo
418-263-1111 ext. 233
klukach@coveo.com

Mike O’Connell
PAN Communications
617-502-4362
PRcoveo@pancomm.com

Gartner, CA Technologies and Coveo to Discuss Insight for Customer Centricity During Webinar January 18th

Tue, 17 Jan 2012 00:00:00 -0500

Discussion to highlight how CA is enhancing business performance by gleaning insight from unstructured and structured customer data across more than 70 information systems

QUEBEC – January 17, 2012 – Coveo today announced that it will host a live webinar Wednesday, Jan. 18, at Noon EST with Gartner, focusing on ways CA Technologies has increased Insight from latent knowledge within more than 70 different systems, in order to create customer centricity throughout the organization, from Customer Service through Engineering/Product Development and Sales & Marketing.

The session, “Using Insight to Create Customer Centricity at CA Technologies,” will feature Leo Annab, business technology officer, CA Technologies; Michael Maoz, research vice president and distinguished analyst, Gartner; and Louis Tetu, chairman and chief executive officer, Coveo. The session will be moderated by Diane Berry, senior vice president, marketing and communication, Coveo.

Participants will gain insight into the following concepts:

How CA Technologies gathers Insight from the unstructured and structured data in more than 70 enterprise systems and crowd-sourced communities;
How increasing Insight can transform Customer Service, Product Development/Engineering and Sales & Marketing throughout an organization;
Gartner’s recommendations on how to bring customer centricity to organizations and the transformational implications of Insight on Customer Service, Product Management/R&D and Sales & Marketing.

Details:

WEBINAR: Using Insight to Create Customer Centricity at CA Technologies

PARTICIPANTS: Leo Annab, business technology officer, CA Technologies; Michael Maoz, research vice president and distinguished analyst, Gartner; and Louis Tetu, chairman and chief executive officer, Coveo.

MODERATOR: Diane Berry, senior vice president, marketing and communication, Coveo

WHEN: Wednesday, January 18, Noon EST

REGISTER: Visit registration page: http://www.coveo.com/en/news-and-events/events/Customer-Centricity-Webinar/register

About Coveo
Coveo transforms companies’ ability to gain Insight from diverse and overwhelming amounts of unstructured and structured data, whether it exists behind the firewall or in social media. Coveo’s unified indexing technology connects broadly with all systems to create a virtual information integration layer, from which role-based Insight Consoles present consolidated, correlated information mashups. Greater insight enables more effective and efficient customer service, more relevant customer experiences, increased sales and shorter sales cycles, faster innovation for better product development and ultimately, increased profitability.

Coveo customers range from Fortune 100 companies such as Lockheed Martin, PepsiCo and Verizon, to Global 2000 companies such as GEICO, CA Technologies and T-Mobile, to mid-sized businesses such as Terumo Medical, IBM Netezza and Children’s Hospital of Boston. For more information, visit www.coveo.com.

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Editorial Contacts

Diane Berry
Coveo
418-263-1111 ext. 200

Mike O’Connell
PAN Communications
617-502-4362
PRcoveo@pancomm.com

Coveo Offers 10-Step Guide to Unleashing Insight Locked in the Combination of Social and Enterprise Unstructured Data

Wed, 11 Jan 2012 00:00:00 -0500

New e-book unveils steps to using Insight to focus Engineering/Product Development, Sales & Marketing and Customer Service on the customer

QUEBEC – January 11, 2012 – Coveo today announced that it has published an e-book that details how organizations can unleash the Insight locked in the combination of social and enterprise unstructured data—without resource-draining integrations. The e-book, titled “2012 Guide to an Insightfull Customer-Centric Organization,” gives readers a 10-step guide to help them develop a clear, repeatable process to bring Insight into any organization.

In the past several years, the enterprise has seen an explosion of unstructured data with much of it being generated by social media. However, more data available doesn’t mean more Insight into your customers; in fact, it often means the opposite – the more data that enterprises are faced with, the more difficult it is to manage and make use of it. To stay competitive and truly place customers at the center of operations, companies need Insight – fast, real-time access to contextually relevant customer information, regardless of its source.

In this e-book from Coveo, readers will learn the 10-step process for tapping into the combination of social and enterprise unstructured data – from defining and understanding the benefits of increased Insight to choosing and implementing a solution. The specific steps include an overview of how to:

Understand the Building Blocks of Insight
Stop Moving Data
Assess Your Company’s Level of Insight
Explore How Your Organization Uses and Interacts with Knowledge
Understand the Value & Use of Customer Information in Your Organization
Identify the Area with the Most Pain
Calculate the Return
Identify the Supplier that Is Right for You
Prove the Solution
Implement the Solution

“Now, more than ever, truly knowing your customer – including all channel interactions, their needs, products and pain points – and especially integrating that knowledge across Engineering/Product Development, Customer Service and Sales and Marketing, can mean the difference between successful, customer-centric operations and customer defections,” said Diane Berry, Coveo senior vice president of marketing and communication. “The rapid growth of unstructured data offers an opportunity for companies to understand more than they ever could before about their customers, but without a strategic plan in place to manage and extract Insight from the data, it not only becomes meaningless, it becomes burdensome. Coveo has helped companies around the globe turn data into knowledge through more than 700 implementations, and our e-book is an opportunity for others to learn from the successful strategies we have helped our customers develop.”

To download the Coveo “2012 Guide to an Insightfull Customer-Centric Organization” e-book please visit
http://www.coveo.com/en/news-and-events/resources-and-videos/Archive/insight-ebook

About Coveo
Coveo transforms companies’ ability to gain Insight from diverse and overwhelming amounts of unstructured and structured data, whether it exists behind the firewall or in social media. Coveo’s unified indexing technology connects broadly with all systems to create a virtual information integration layer, from which role-based Insight Consoles present consolidated, correlated information mashups. Greater insight enables more effective and efficient customer service, more relevant customer experiences, increased sales and shorter sales cycles, faster innovation for better product development and ultimately, increased profitability.

Coveo customers range from Fortune 100 companies such as Lockheed Martin, PepsiCo and Verizon, to Global 2000 companies such as GEICO, CA Technologies and T-Mobile, to mid-sized businesses such as Terumo Medical, IBM Netezza and Children’s Hospital of Boston. For more information, visit www.coveo.com.

# # #

Editorial Contacts

Diane Berry
Coveo
418-263-1111 ext. 200

Mike O’Connell
PAN Communications
617-502-4362
PRcoveo@pancomm.com

Coveo Receives Customer Interaction Solutions Magazine’s 2011 Product of the Year Award

Tue, 10 Jan 2012 00:00:00 -0500

Coveo Insight Solutions for Customer Service Honored for Exceptional Innovation

QUEBEC – January 10, 2012 – Coveo announced today that TMC, a global, integrated media company, has honored Coveo Insight Solutions for Customer Service as a Customer Interaction Solutions 2011 Product of the Year. Customer Interaction Solutions magazine is the leading publication covering CRM, call centers and teleservices since 1982.

Coveo Insight Solutions transform customer service and support capabilities by turning disparate data from all sources into actionable insight. Coveo’s solutions help customer service agents uncover trends in information lodged behind firewalls and in social media streams, giving them a greater ability to improve customer service, save their organizations money and limit their organizations’ exposure to risk.

“Organizations are continually challenged by the inability to sort, share and gain insight from information that can truly benefit customer service,” said Louis Tetu, CEO at Coveo. “Insight Solutions for Customer Service gives agents and departments tools to cut through the chaos – to help them know, serve and sell to their customers. This award recognizes the valuable service we provide in this critically important field.”

“Coveo was selected to receive a 2011 Product of the Year Award for its achievement in advancing CRM, contact center and call center technologies. Coveo Insights for Customer Service has demonstrated excellence as well as provided ROI for the companies that use it,” said Rich Tehrani, CEO, TMC. “Customer Interaction Solutions magazine has been recognizing innovative companies for 14 years and Coveo has earned its place with this distinguished honor.”

The 14th Annual Product of the Year Award winners are published in the January/February 2012 issue of Customer Interaction Solutions magazine, www.cismag.com.

For more information about the Customer Interaction Solutions’ 2011 Product of the Year Awards or any of the TMC media properties, please visit www.tmcnet.com.

About Coveo
Coveo transforms companies’ ability to gain insight from diverse and overwhelming amounts of unstructured and structured data, whether it exists behind the firewall or in social media. Coveo’s unified indexing technology connects broadly with all systems to create a virtual integration layer, from which role-based Insight Consoles present consolidated, correlated information mashups. Greater insight enables more effective and efficient customer service, more relevant customer experiences, increased sales and shorter sales cycles, faster innovation for better product development and ultimately, increased profitability.

Coveo customers range from Fortune 100 companies such as Lockheed Martin, PepsiCo and Verizon, to Global 2000 companies such as GEICO, CA Technologies and T-Mobile, to mid-sized businesses such as Terumo Medical, IBM Netezza and Children’s Hospital of Boston. For more information, visit www.coveo.com.

About Customer Interaction Solutions
Since 1982, Customer Interaction Solutions (CIS) magazine has been the voice of the call/contact center, CRM and teleservices industries. CIS magazine has helped the industry germinate, grow, mature and prosper, and has served as the leading publication in helping these industries that have had such a positive impact on the world economy to continue to thrive. Through a combination of outstanding and cutting-edge original editorial, industry voices, in-depth lab reviews and the recognition of the innovative leaders in management and technology through our highly valued awards, Customer Interaction Solutions strives to continue to be the publication that holds the quality bar high for the industry. Please visit www.cismag.com for more information.

# # #

Editorial Contacts

Diane Berry
Coveo
418-263-1111 ext. 200

Mike O’Connell
PAN Communications
617-502-4362
PRcoveo@pancomm.com

Coveo Survey Shows Organizations Falling Short in Generating Insight from Unstructured Content

Tue, 20 Dec 2011 00:00:00 -0500

Survey at Argyle Executive Forum’s customer care conference identifies access to actionable knowledge as key priority for customer service

QUEBEC – December 20, 2011 –

An overwhelming majority of customer care executives believe their organizations’ success managing unstructured content and sharing it across their staffs will, in the future, impact their ability to serve customers – but few feel they’re handling the job well, according to a recent survey by Coveo.
In a survey of more than 100 executives Dec. 15 at the Argyle Executive Forum 2011 Customer Care Leadership Forum, 84 percent said their companies’ management of unstructured content will determine how effectively and efficiently they’ll be able to serve customers. “Unstructured” data cannot be logically stored in a database, and an increasing percentage of it is coming from communities and social networks outside the enterprise.
In the same survey, only 7 percent of respondents felt their organizations do “very well” at bringing together useful customer, product and project data from all sources and sharing it among product development, marketing and customer service staffs.
98 percent say “immediacy” within their organizations is either a “somewhat-critical” or “mission-critical” priority
87 percent consider it “very important” to share near real-time integrated data – if they had it – between product management, customer service and sales in their organizations
66 percent say their organizations either can’t bring together customer, product and project data from all sources and share it or are trying to share but are facing challenges
Despite the hurdles organizations face, survey respondents indicated that their organizations recognize the importance of the issue and are making progress. More than 59 percent said they either currently have an initiative to combine social media data with enterprise data and customer interactions across all channels or are planning one in 2012.

Supporting quote:
Louis Tetu, CEO, Coveo: "The survey clearly shows how organizations consider it a critical priority to do a better job drawing insight from unstructured content in disparate sources and sharing it across departments. Millions of dollars are at stake, and potentially entire businesses are at risk if they don’t take action. Companies that deploy best practices for uncovering actionable insight to drive more consistent customer experiences across channels are the ones that will succeed in an increasingly competitive economy.”

Editorial Contacts

Diane Berry
Coveo
418-263-1111 ext. 200

Mike O’Connell
PAN Communications
617-502-4362
PRcoveo@pancomm.com

Coveo Appoints JP Provençal Senior Vice President of Business Development

Thu, 15 Dec 2011 00:00:00 -0500

Veteran entrepreneur and business strategist to lead strategic alliances for Coveo

QUEBEC – December 15, 2011 –

Today, Coveo announced the appointment of JP Provençal as Senior Vice President of Business Development. Reporting to Coveo Chief Executive Officer Louis Tetu, Provençal will lead the company’s strategic alliances.
Provençal brings to Coveo extensive experience in growing companies. Most recently a resident entrepreneur at Montreal-based Desjardins Venture Capital, a $1 billion investment fund, Provencal served as consultant, coach and mentor to executives in companies where Desjardins had invested or planned to invest.
Provençal previously served as CEO of B2B solutions provider InterTrade Systems and as Vice President of Business Development of Baan SCS, the supply-chain management solutions group of Baan. Baan had acquired Berclain Group Inc., where Provençal had served as Vice President of Sales.

Supporting Quotes:

Louis Tetu, CEO, Coveo: “Having worked with JP previously at Baan and Berclain Group, which we founded, I know he will be a strong leader for Coveo as we experience higher demand to expand our strategic alliances with partners. JP has broad relationships within the enterprise software marketplace and more than 20 years of experience in managing partner engagements.”

JP Provençal, Senior Vice President, Business Development, Coveo: “I’m thrilled to join an executive team of this caliber, and I look forward to playing a role in Coveo’s expansive growth as we help companies gain actionable insight that fuels sales, product engineering and customer service. We are seeing intense focus in the marketplace on gaining real-time insight from the overwhelming amount and diversity of social and enterprise data. Coveo’s technology is uniquely positioned to win big within that business solutions marketplace.”

Editorial Contacts

Diane Berry
Coveo
418-263-1111 ext. 200

Mike O’Connell
PAN Communications
617-502-4362
PRcoveo@pancomm.com

Coveo to Participate in Argyle Executive Forum’s 2011 Customer Care Leadership Forum

Mon, 12 Dec 2011 00:00:00 -0500

Senior Vice President Ed Shepherdson will moderate session on actionable insight for customer service

QUEBEC – December 12, 2011 – Coveo today announced that Ed Shepherdson, Senior Vice President, Enterprise Solutions, will moderate a session at the Argyle Executive Forum 2011 Customer Care Leadership Forum in San Francisco that will focus on gaining insight from customer interactions across all channels – both social and enterprise – to enhance customer experiences. The session will take place Thursday, December 15, from 10:05 to 10:45 a.m. PST.

As organizations are tasked with customer care and contact center leadership, the Customer Care Leadership Forum will address how organizations can have a customer-first approach to business and better address customer concerns. Shepherdson will moderate a session on “The State of Insight: Actionable Intelligence in Customer Service.”

This session will cover the following:

How companies can capitalize on the explosion of unstructured customer data generated across channels to identify cost savings and revenue-boosting opportunities
How companies are planning to combine social media data with enterprise data and customer interactions across all channels
How companies are improving online and self-service channels to reduce costs while ensuring cost-cutting measures don’t sacrifice quality and satisfaction
How the immediacy of information impacts customer service performance
Emerging best practices for sharing customer data and actionable insight between customer service, product development, sales and marketing

Details:

EVENT: Argyle Executive Forum 2011 Customer Care Leadership Forum

SESSION: “The State of Insight: Actionable Intelligence in Customer Service”

PARTICIPANTS: Neeraj Arora, Vice President, Customer Experience, Farmers Insurance Group of Companies; Christophe Bodin, Vice President and General Manager, Support and Maintenance, BMC Software; Susan DeLaney, Vice President, Customer Experience, UPS; and Ed Shepherdson, Senior Vice President, Enterprise Solutions, Coveo

WHEN: Thursday, December 15, 10:05 to 10:45 a.m. PST

INFORMATION: Visit http://www.argyleforum.com/Events/2011-Customer-Care-Leadership-Forum--San-Francisco

About Coveo
Coveo is the confluence of Enterprise Search 2.0 and knowledge management for superior customer experiences, faster and more innovative product development and agile insight for sales and marketing. Coveo transforms disparate structured and unstructured data, from virtually any system, into actionable, on-demand insight about customers, projects, people, processes and products, providing greater insight into key business processes. Greater insight enables more effective and efficient customer service, more relevant customer experiences, increased sales and shorter sales cycles, faster innovation for better product development and ultimately, increased profitability.

Coveo customers range from Fortune 100 companies such as Lockheed Martin, PepsiCo and Verizon, to Global 2000 companies such as GEICO, CA Technologies and T-Mobile, to mid-sized businesses such as Terumo Medical, IBM Netezza and Children’s Hospital of Boston. For more information, visit www.coveo.com.

# # #

Editorial Contacts

Diane Berry
Coveo
418-263-1111 ext. 200

Mike O’Connell
PAN Communications
617-502-4362
PRcoveo@pancomm.com

Coveo to Host Webinar on Creating Customer Service Insight

Mon, 14 Nov 2011 00:00:00 -0500

November 17 session with analyst Esteban Kolsky and Coveo CEO Louis Tetu will highlight ways to better serve customers, reduce costs and increase innovation

QUEBEC – November 14, 2011 – Coveo today announced that it will host a live webinar Thursday, Nov. 17, at 2 p.m. EST focusing on ways organizations can integrate social and enterprise content to drive customer service insight.

The session, “The Customer Information Hub Comes of Age,” will be conducted by Esteban Kolsky, former Gartner analyst and principal of ThinkJar; and Louis Tetu CEO and chairman of Coveo.

Kolsky, who has been writing about the Customer Information Hub for more than a decade, will explain why more customers are embracing the concept to drive customer satisfaction, cut costs and hone their competitive edge. Tetu will share case studies of how Coveo’s Insight Solutions are helping agents, managers and customers consolidate and correlate information from all systems and customer interaction channels.

Participants will gain insight into the following concepts:

Leveraging social media data in concert with enterprise data – even massive amounts of unstructured data – giving agents, executives and sales and marketing professionals complete customer views
How leading companies are using customer information hubs to drive strategic and tactical value
Ensuring that your customers feel known, regardless of their interaction channel
Using multi-channel text analytics to make sense of the mass of data from all sources – discovering previously hidden themes and key information relationships, regardless of the channel, including Twitter, blogs, communities, CRM, ERP and knowledge bases

Details:

WEBINAR: The Customer Information Hub Comes of Age: Integrating Social and Enterprise Content Drives Customer Service Insight

HOSTS: Esteban Kolsky, former Gartner analyst and principal of ThinkJar; Louis Tetu, CEO and chairman of Coveo

WHEN: Thursday, November 17, 2-3 p.m. EST

REGISTER: Visit http://www.coveo.com/en/news-and-events/events/customer-hub-webinar/register

About Coveo
Coveo is the confluence of Enterprise Search 2.0 and knowledge management for superior customer experiences, faster and more innovative product development and agile insight for sales and marketing. Coveo transforms disparate structured and unstructured data, from virtually any system, into actionable, on-demand insight about customers, projects, people, processes and products, providing greater insight into key business processes. Greater insight enables more effective and efficient customer service, more relevant customer experiences, increased sales and shorter sales cycles, faster innovation for better product development and ultimately, increased profitability.

Coveo customers range from Fortune 100 companies such as Lockheed Martin, PepsiCo and Verizon, to Global 2000 companies such as GEICO, CA Technologies and T-Mobile, to mid-sized businesses such as Terumo Medical, IBM Netezza and Children’s Hospital of Boston. For more information, visit www.coveo.com.

# # #

Editorial Contacts

Diane Berry
Coveo
418-263-1111 ext. 200

Mike O’Connell
PAN Communications
617-502-4362
PRcoveo@pancomm.com

Coveo Insight Solutions for Customer Service Named Trend-Setting Product of the Year by KMWorld Magazine

Tue, 08 Nov 2011 00:00:00 -0500

QUEBEC – November 8, 2011 – Coveo today announced that its Coveo Insight Solutions for Customer Service has been named a 2011 Trend-Setting Product by KMWorld magazine. This year marks the sixth consecutive year that Coveo has been recognized with this honor.

Coveo was selected from more than 800 submissions for its product innovation, demonstrable technology breakthroughs and customer ROI. The judging panel consisted of industry analysts, KMWorld editors, system integrators, line-of-business managers and end-users.

Coveo's Insight Solutions for Customer Service give users the ability to search and navigate, consolidate, correlate and analyze information across diverse data sources, behind the firewall and in social channels enabling organizations to better serve customers, build better products and sell more to their customers. With Coveo, customer service reps, managers, executives, sales reps and customers themselves gain immediate, single-screen access to critical customer, product and issue-resolution information.

“We congratulate Coveo on its continued ability to provide innovative solutions that increase business performance for its customers,” said Hugh McKellar, editor-in-chief, KMWorld magazine. “For several years, Coveo has developed innovative solutions that give companies better insight into corporate information located across systems and throughout social channels, and for that, we award them with another Trend-Setting Product Award.”

“We are pleased to be recognized for a sixth consecutive year by KMWorld magazine with a Trend-Setting Product Award,” said Louis Têtu, chairman and CEO, Coveo. “By providing a 360-degree view of customer information, regardless of where it resides, we’re helping organizations better serve their customers, build better products, and ultimately, sell more. In many organizations, up to 50 percent of agent capacity is consumed trying to gather insight about customers and issues. Coveo has helped many companies reduce this time by half, freeing more than 10 to 20 percent of service capacity and saving costs.”

Coveo’s Insight Solutions platform is available via smartphones and tablets, with support for BlackBerry OS 6.0, the iPhone, iPad and Android, giving field service and sales organizations access to all customer information – on the go.

Coveo’s customer service solutions have won numerous accolades this year, including a 2011 CRM Excellence Award, and the company was honored as a Technology Services Innovator by the Technology Services Industry Association (TSIA).

About Coveo
Coveo is the confluence of Enterprise Search 2.0 and knowledge management for superior customer experiences, faster and more innovative product development and agile insight for sales and marketing. Coveo transforms disparate structured and unstructured data, from virtually any system, into actionable, on-demand insight about customers, projects, people, processes and products, providing greater insight into key business processes. Greater insight enables more effective and efficient customer service, more relevant customer experiences, increased sales and shorter sales cycles, faster innovation for better product development and ultimately, increased profitability.

Coveo customers range from Fortune 100 companies such as Lockheed Martin, PepsiCo and Verizon, to Global 2000 companies such as GEICO, CA Technologies and T-Mobile, to mid-sized businesses such as Terumo Medical, IBM Netezza and Children’s Hospital of Boston. For more information, visit www.coveo.com.

About KMWorld
KMWorld (www.kmworld.com) is the leading information provider serving the Knowledge Management systems market and covers the latest in Content, Document and Knowledge Management, informing more than 45,000 subscribers about the components and processes – and subsequent success stories – that together offer solutions for improving business performance. KMWorld is a publishing unit of Information Today, Inc. (www.infotoday.com)

# # #

Editorial Contacts

Diane Berry
Coveo
418-263-1111 ext. 200

Mike O’Connell
PAN Communications
617-502-4362
PRcoveo@pancomm.com

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Thu, 27 Oct 2011 00:00:00 -0400

Coveo 7.0 with Multi-Channel Text Analytics Uncovers Actionable Insight within Unstructured and Structured Data Across Enterprise Systems and Social Media

Mon, 24 Oct 2011 00:00:00 -0400

Coveo 7.0 Powers Insight Solutions for Customer Service Excellence, Product Development/Engineering Knowledge and Self-Service Information Access

LAS VEGAS – Oct. 24, 2011 – From the Technology Services World Show

Today, Coveo introduced Coveo 7.0 with Multi-Channel Text Analytics, the first solution to apply text analytics across an index of vast amounts of data concurrently in enterprise systems and social channels. With Coveo 7.0, users discover information relationships across diverse data sources, behind the firewall and in social channels, to better serve customers, increase product innovation and quality and support decisions made across the enterprise.
Coveo 7.0 provides customers with the most advanced tools on the market to deal with “Insight Deficit” – the inability to leverage important business information siloed by systems, departments, geographies and type. The inability to get at the right information creates negative business impacts ranging from dissatisfied customers to longer sales cycles and lower levels of product innovation.
Coveo 7.0 gives users the ability to search and navigate, consolidate, correlate and analyze information wherever it’s stored, via a single, intuitive interface. Coveo’s configurable role-based Insight Consoles give users insight into customers, products, projects and people.
With Coveo 7.0, organizations can correlate unstructured information from multiple sources to recommend next best actions or specific content. Within Coveo’s Insight Solutions for Customer Service, this enables more consistent and satisfying customer experiences across all channels, from social interactions on Twitter and communities to email, calls, chat and more.

Key Coveo 7.0 Features:

Multi-Channel Text Analytics: Integrating high-scale, high-relevance, multi-channel text analytics across the consolidated Coveo Index allows the discovery of related themes and information which can highlight trends before they become issues, enabling more nimble business operations and better customer service.
New and Updated Connectors: Coveo 7.0 includes two new connectors: Twitter, allowing companies to consolidate customer feedback with product and brand information from the social channel with other enterprise information to identify issues and trends and proactively take steps to resolve them; and JIRA for R&D and engineering. Updated connectors include ODBC for databases and Salesforce.com for CRM and collaboration. Coveo connectors pull information from virtually any system into the unified index and provide superior functionality and integration, including integration with the native security model of each system.
Self-Optimizing Index: With Coveo 7.0, the unified index continually defragments itself without requiring administrative intervention and reduces the index footprint by 50 percent. This ensures rapid query responses and enables accurate 24x7 access to billions of pieces of data.
Advanced SmartFacets™: Even more intuitive refinement of information is now available in role-based Insight Consoles by allowing searches within facet values, improved multi-select capabilities, breadcrumbs showing navigation paths and more.
Multi-Role Administration: Administrator roles can be segmented according to the tasks required for each administrator, resulting in higher security, enhanced governance and improved configuration.
Java User Interface and Components: Programmers can leverage the Java development language, providing more flexibility for user interface and component development.
Security Framework: Coveo 7.0’s out-of-the-box security framework increases integration with secure repositories, providing additional flexibility to ensure users access only the content their permissions allow, including the ability to leverage Active Directory and LDAP users and groups to easily access these role-based permissions.
Additional Language Support: Coveo 7.0 offers support for indexing and searching 45 languages and includes stemming, which automatically broadens search queries by associating additional forms of search terms.

Coveo 7.0 with Multi-Channel Text Analytics Use Cases:

Customer service teams gain better insight into their customers, customer issues, products and upsell opportunities. Better insight helps them to more quickly and efficiently serve customers; executives are able to understand trends across the entire customer base as well as obtain complete views of individual customers.
With Coveo 7.0, organizations can combine for example, what customers are saying about a new product release on Twitter, with the support cases being logged on that product, and any bugs or defects issued from an engineering database, providing a deeper level of insight.
R&D and engineering teams can leverage current and past projects across teams, geographies and product lines, as well as gain insight into expertise. They can better determine where knowledge exists, how it can be used and how it can be captured even after employees have left. These abilities speed time to market with more innovative products, identify product issues before they become pervasive and avoid such issues in the first place by leveraging past experience and globally distributed expertise.

Supporting Quotes:

Leo Annab, Business Technology Officer, CA Technologies: “The addition of Multi-Channel Text Analytics in Coveo 7.0 will help CA Technologies gain further relational insights into our unstructured data that will enhance knowledge management and user experience. With Coveo, we have empowered our customers, contact center agents and employees with a self-service website and single-screen access which has resulted in increased customer satisfaction by 10 percent and significantly reduced case resolution time.”
Vincent Fosty, Managing Partner, Kurt Salmon: “Coveo 7.0 will allow organizations to not only access, but make sense of vast amounts of unstructured data, in near real time, thanks to the Multi-Channel Text Analytics module on top of this very flexible indexing technology. As a global organization with consultants across North America and Europe, gaining insight into data stores siloed by systems, departments and geographies is core to our business. With Coveo, we’re able to search, consolidate, correlate and analyze information on customers, engagements, past projects, our people and more, all through a single interface, giving us a level of insight into our business that wasn’t previously attainable. Coveo has really helped us to accelerate sales as well as better serve our customer engagements.”
Esteban Kolsky, Principal and Founder, ThinkJar, an advisory and research think-tank focused on customer experience and CRM: “The ability to consolidate information from disparate sources, including social channels, and correlate it with other enterprise information gives customer service organizations a deeper level of insight that’s a true market breakthrough. Multi-Channel Text Analytics on top of this combined data provides an even deeper level of insight to uncover key trends, identify issues before they become known to customers and more. This ultimately helps organizations know and serve their customers better, save costs and increase profitability.”
Laurent Simoneau, President and CTO, Coveo: “Unstructured 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. With our Multi-Channel Text Analytics capabilities integrated with our Platform, Coveo provides an even deeper level of insight to organizations to identify trends, key themes and issues before they become known. This level of insight has yet to be seen in today’s market.”
John Ragsdale, Vice President, Technology Research, Technology Services Industry Association: “The services industry has been crying out for efficient solutions that enable agents to uncover the knowledge they need to solve customers’ problems. Coveo has been a pioneer in this field, providing a deeper level of insight across platforms than has ever been available before. Now, with the ability to mine social conversations along with enterprise data, Coveo gives users the whole picture, helping them to better understand their businesses and make more informed and profitable decisions.”

Availability

Coveo 7.0 is currently in beta and will be generally available in Q1 2012.

About Coveo

Coveo is the confluence of Enterprise Search 2.0 and knowledge management for superior customer experiences, faster and more innovative product development and agile insight for decisions across organizations. Coveo transforms disparate structured and unstructured data, from virtually any system, into actionable, on-demand insight about customers, projects, people, processes and products, providing greater insight into key business processes. Greater insight enables more effective and efficient customer service, more relevant customer experiences, increased sales and shorter sales cycles, faster innovation for better product development and ultimately, increased profitability.

# # #

Editorial Contacts:
Diane Berry           Mike O’Connell
Coveo           PAN Communications
908-627-5470           617-502-4300
dberry@coveo.com           PRcoveo@pancomm.com

Coveo to Host Exclusive Roundtable and Reception with Senior Executives and Top CRM Editor to Unveil a New Technology That Significantly Improves Customer Service Operations

Wed, 21 Sep 2011 00:00:00 -0400

Reported benefits include a 50 percent reduction in case resolution time, 10 percent improvement in customer self-service satisfaction, reduction in agent training times, and more

NEW YORK – September 21, 2011 –

WHY:	With expanding customer interaction channels, rising customer expectations, and an explosion of both the amount and complexity of data, B2B customer support organizations struggle to provide a world-class customer experience. Customer information has become unmanageable and inaccessible to those who need it most: agents, customer service managers and executives, and customers themselves—causing confusion, dissatisfaction, and the loss of customers to the competition.
WHAT:	Coveo is hosting an exclusive reception with industry leaders, practitioners and the editor of CRM Magazine, on a new technology for B2B organizations that uses real-time insight from all customer channels to better know, better serve, and sell more to customers. Attendees will learn how combining knowledge management, customer experience management and search can provide real-time insight from all customer channels and IT systems. Companies who have taken this approach report: Case resolution time cut by 50% Customer self-service satisfaction increased by 10% Contact center capacity increased without adding headcount Agent training time reduced and agent retention increased
WHO:	Speakers include: Jim Crowe, senior vice president and CIO, Hudson Insurance Group David Myron, Editor, CRM Magazine Ed Shepherdson, senior vice president, Enterprise Solutions, Coveo Who should attend? Those responsible for customer service, customer experience, sales and marketing, CRM, and internal tech support, across B2B organizations.
WHERE:	Eventi Hotel 851 6th Avenue (at 30th Street) New York, NY Register Now.
WHEN:	Tuesday, September 27, 2011 6:00 – 8:00 pm ET

About Coveo

Coveo is the confluence of Enterprise Search 2.0, knowledge management and customer experience management. Coveo transforms disparate structured and unstructured data, from virtually any system, into actionable, on-demand insight about customers, projects, people, processes and products, providing greater insight into key business processes. Greater insight enables more effective and efficient customer service, more relevant customer experiences, increased sales and shorter sales cycles, faster innovation for better product development, and ultimately, increased profitability.

Coveo customers range from Fortune 100 companies such as Lockheed Martin, PepsiCo and Verizon, to Global 2000 companies suchas GEICO, CA Technologies and T-Mobile, to mid-sized businesses such as Terumo Medical, IBM Netezza and Children’s Hospital of Boston. For more information, visit www.coveo.com.

Contact:
Kate Lukach | Coveo | klukach@coveo.com|418-263-1111 x 233

Coveo Appoints Former Dell Executive Lawrence Pentland to Board of Directors

Mon, 22 Aug 2011 00:00:00 -0400

QUEBEC – August 22, 2011 – Coveo, a provider of Knowledge 360 Solutions for Customer Service based on the company’s award-winning Enterprise Search 2.0 platform, today announced the addition of Lawrence Pentland to its board of directors.

Pentland is a former executive at Dell Inc. where he led the Americas International division with full P&L responsibility for operations spanning 40 countries and five thousand employees. During his 10-year tenure at Dell, revenues in his division grew from $750 million to $4.6 billion.

Prior to joining Dell, Pentland held various industry roles and was a partner at Bain & Company Consulting in Boston and Toronto serving Fortune 500 companies in North America and internationally on issues of strategy, manufacturing and performance improvement.

Pentland has also served as a director at Telus Inc. and currently serves on several private technology company boards as well as on the Board Research Committee at the University Health Network in Toronto.

“Lawrence’s tremendous experience and proven track record of aggressively growing one of the most well respected and successful technology companies, along with his varied experience as a Bain & Company partner, are strong assets for our Board,” said Louis Tetu, Chairman and CEO, Coveo. “Lawrence’s strong operational experience in growing and scaling organizations, combined with his experience in serving a large, diverse, and global customer base, has already been felt in our interactions with him at the Board level.”

“Coveo is well positioned for explosive growth, as its solutions have the capacity to transform business by helping to harness and gain insight from the overwhelming amount, growth and diversity of data particularly as it relates to all companies’ greatest assets – their customers,” said Pentland. “Coveo’s ability to consolidate 360-degree customer insight from all sources is extremely powerful and holds tremendous growth potential. I look forward to contributing to Coveo’s accelerating growth as a member of the board.”

Pentland holds an MBA from the Wharton School of Business at the University of Pennsylvania and an undergraduate degree in Honors Business Administration from the Ivey School at the University of Western Ontario.

About Coveo
Coveo helps companies know their customers better, serve their customers better, and sell more products and services, by consolidating 360° customer information from all digital sources. Coveo solutions transform disparate structured and unstructured data, from virtually any system, into actionable, on-demand insight.

Coveo Knowledge 360 Solutions drive business performance by providing actionable insight into key customer-centric business processes such as customer service, customer interaction, customer self-service, and sales and marketing. Coveo solutions consolidate and correlate content into dynamic 360° views about customers, projects, people, processes and products, thus enabling more efficient service, more relevant customer interaction, and increased sales opportunities. Coveo customers range from Fortune 100 companies such as Lockheed Martin, PepsiCo and Verizon, to Global 2000 companies such as GEICO, Bose, CA Technologies and T-Mobile, to mid-sized businesses such as Terumo Medical, IBM Netezza and Children’s Hospital of Boston. For more information, visit www.coveo.com.

Coveo Contact:
Kate Lukach
Senior Director, Corporate Marketing
klukach@coveo.com
418-263-1111 ext 233

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Mon, 15 Aug 2011 00:00:00 -0400

Coveo Unveils Expanded Mobile Apps

Thu, 28 Jul 2011 00:00:00 -0400

Field service and sales organizations can now easily and securely access all customer information from any enterprise system via iPhone, iPad, Android and BlackBerry

QUEBEC – July 28, 2011

• Today Coveo announced the availability of its Knowledge 360 Solutions and Enterprise Search 2.0 platform via mobile smartphones and tablet PCs. New mobile capabilities from Coveo include support for BlackBerry OS 6.0, the iPhone, iPad and Android.

• With Coveo’s mobile apps, field service and sales organizations gain access to composite, correlated information on customers, cases, solutions, prospects and more—from virtually any enterprise system, including emails and files from offline PCs–directly from their mobile device.

• Coveo's Knowledge 360 Solutions now offer mobile capabilities that provide ubiquitous Customer 360 information access, regardless of where the information is stored – whether behind the firewall or in the cloud, including social media.

• Coveo also extends its well-known ease of use to its mobile application, offering document quick views, Business Analytics, guided navigation with SmartFacets™, which dynamically compute sums, averages, minimum and maximum values, and numerical ranges, and more.

Coveo Knowledge 360 Mobile Use Cases:
• Sales teams leverage up-to-date, composite, Customer 360 information to truly know all aspects of a customer relationship, even in the minutes leading up to a critical meeting to close a customer deal, to help increase cross-selling, optimize the customer experience, and maximize revenues.

• Field services personnel can access related case resolutions and documentation that allow them to solve customer issues more quickly and accurately, better serving their customers.

• Resulting improvements in customer satisfaction lead to opportunities for increased sales and service offerings.

Availability
• Coveo’s BlackBerry app for OS 6.0 is generally available; its iPhone, iPad and Android apps are in beta.

Supporting quotes:

• Michael Maoz, VP and Distinguished Analyst, Gartner Research: “Devices such as all forms of Tablets and smartphones will continue to change the dynamics of customer support and field service as organizations look for innovative ways to better serve and understand their customers. Tablets and mobile devices are showing strong business benefits to field technicians. This comes from areas such as real-time information on parts and plans, customer cases, and upsell opportunities. It is critical for enterprises to efficiently equip these mobile workers with a 360 degree view of the customer, in particular as businesses focus on sustainability, lower costs, and improved customer satisfaction. With 20 million mobile field service workers worldwide, we are already beginning to see the measurable benefits.”

• Laurent Simoneau, President and CTO, Coveo: “Last year, the Technology Services Industry Association (TSIA) reported that Coveo was the first enterprise search provider to support mobile browsers, when our mobile-specific UIs were released back in 2008. We’re extremely proud to bring to market another industry-first with the availability of our Knowledge 360 mobile applications for sales and service organizations on the go. We’ll continue to push the boundaries of what is possible with our Knowledge 360 solutions as organizations seek to improve customer service levels to remain competitive and innovative. I’m confident that our new mobile applications will help give them that advantage.”

Additional Resources:
• High resolution screenshots are available for download:
Coveo iPhone Mobile Application
Coveo iPad Mobile Application
Coveo BlackBerry (OS 6 Support) Mobile Application
Coveo Android Mobile Application

About Coveo
Coveo helps companies know their customers better, serve their customers better and sell more products and services, by consolidating 360° customer information from all digital sources. The Coveo Enterprise Search 2.0 Platform transforms disparate structured and unstructured data, from virtually any system, into actionable, on-demand knowledge.

Coveo Knowledge 360 Solutions inject comprehensive knowledge into key customer-centric business processes such as customer service, customer interaction, customer self-service, and sales and marketing. Coveo solutions consolidate and correlate content into dynamic 360° views about customers, projects, people, processes and products, thus enabling more efficient service, more relevant customer interaction, and increased sales opportunities. Coveo customers range from Fortune 100 companies such as Lockheed Martin, PepsiCo and Verizon, to Global 2000 companies such as GEICO, Bose, CA Technologies and T-Mobile, to mid-sized businesses such as Terumo Medical, IBM Netezza and Children’s Hospital of Boston. For more information, visit www.coveo.com.

Coveo Contact:
Kate Lukach
Senior Director, Corporate Marketing
klukach@coveo.com
973-723-6168

Coveo Announces Louis Têtu Appointed CEO, Laurent Simoneau Named President & CTO

Wed, 13 Jul 2011 00:00:00 -0400

Taleo Founder and Former CEO to Lead Continued Success and Growth for the Customer Information Access Technology Leader

QUEBEC CITY – July 13, 2011 – Coveo announced today that Executive Chairman Louis Têtu has been appointed CEO and Chairman of the Board of Directors, and that Founder and CEO Laurent Simoneau has been named CTO and President.

Louis Têtu joined Coveo in 2009 as Executive Chairman. Têtu previously founded and was CEO and Chairman of Taleo Corporation [NASDAQ: TLEO], today the largest global provider of software as a service (SaaS) for human capital management, from its inception in 1999 through 2007. In 2004, Taleo was recognized as the 11th fastest growing technology company in the United States within the Deloitte Technology Fast 500. Prior to Taleo, Têtu was President of Baan Supply Chain Solutions, following Baan's acquisition of Berclain Group Inc., which Têtu co-founded in 1989 and where he served as CEO until 1996. Tetu is an Engineering graduate from Laval University and was honored by Laval for outstanding social contributions and business achievements. He also received the 2006 Ernst & Young Entrepreneur of the Year award in the Technology and Communication category.

“During the past two years that I’ve been involved with Coveo, I’ve discovered the same ingredients for expansive growth and industry transformation that I’ve experienced in my past companies. We solve a massive business problem where billions of dollars of value are trapped, within the most important area of any business: customer information and interaction. We help companies know their customers radically better and hence serve their customers better and sell more, by consolidating 360-degree customer information from all digital sources. Our people and their expertise are second to none, our technology works better than any I have seen, and we have the methodologies for profound business process transformation,” said Têtu.

“I am looking forward to working alongside Laurent, whom I’ve come to greatly respect for his intellect and passion for transforming data into knowledge through our Enterprise Search 2.0-powered solutions,” he continued.

Laurent Simoneau, one of the world’s leading experts in enterprise search and indexing technologies, founded Coveo to leverage the power of indexing technology for enterprise information consolidation, creating the Coveo Enterprise Search 2.0 Platform. Early Coveo clients included such industry leaders as Lockheed Martin, CA Technologies and SNC Lavalin, each of which has continued to expand its use of Coveo during the past six years. Prior to Coveo, Simoneau served first as CTO and then as COO of Copernic, an early leader in indexing technology.

“I am looking forward to focusing on our technology platform, its application to transforming business, and continuing to lead the industry in innovative solution development. I am also looking forward to working with my friend and colleague Louis Têtu in doing what he does best – managing the growth of a fast-moving technology leader,” said Simoneau.

Today, Coveo has more than 700 implementations for more than 500 customers in 43 countries. Its fast growth, technology superiority and customer focus have earned the company many accolades, most recently from one of its customers, IBM Netezza, which presented Coveo with the 2011 IBM Netezza Valued Partner Award, part of the 2011 Stevie Awards. Coveo has also been named to the Deloitte Technology Fast 50, to the IDC Top 100 Companies to Watch, and has won two highly-prized CODiE awards as well as many CRM awards for its Knowledge 360 Solutions for Customer Service, including the recent 2011 CRM Excellence Awards presented by Customer Interaction Solutions magazine.

About Coveo
Coveo helps companies know their customers better, serve their customers better and sell more, by consolidating 360° customer information from all digital sources. The Coveo Enterprise Search 2.0 Platform transforms disparate structured and unstructured data, from virtually any system, into actionable, on-demand knowledge.

Coveo Knowledge 360 Solutions inject comprehensive knowledge into key customer-centric business processes such as customer service, customer interaction, customer self-service, and sales and marketing. Coveo solutions consolidate and correlate content into dynamic 360° views about customers, projects, people, processes and products, thus enabling more efficient service, more relevant customer interaction, and increased sales opportunities. Coveo customers range from Fortune 100 companies such as Lockheed Martin, PepsiCo and Verizon, to Global 2000 companies such as GEICO, Bose, CA Technologies and T-Mobile, to mid-sized businesses such as Terumo Medical, IBM Netezza and Children’s Hospital of Boston. For more information, visit www.coveo.com.

Coveo Contact:
Kate Lukach
Senior Director, Corporate Marketing
klukach@coveo.com
973-723-6168

Coveo Wins IBM Netezza Valued Partner Award at the American Business “Stevie Awards” Ceremony

Thu, 07 Jul 2011 00:00:00 -0400

CHICAGO, IL – July 7, 2011— IBM Netezza awarded Coveo its 2011 Valued Partner Award during the American Business Awards’ (ABA) Stevie Awards ceremony. Presented by IBM Netezza Principal Support Analyst James Coleman, the award was given to Coveo for its partnership in helping IBM Netezza scale its customer service organization and better serve customers through Coveo’s Knowledge 360 Solutions for Customer Service. Watch the award presentation here.

Coveo is a leading provider of Enterprise Search 2.0 and Knowledge 360 Solutions for Customer Service. The ABA Stevie Awards were created to honor and generate public recognition of the achievements and positive contributions of organizations and business people worldwide.

Coveo Knowledge 360 Solutions for Customer Service give support teams a comprehensive, single-screen view of customer information from across multiple channels, including social media. Within 30 days of its Coveo implementation, IBM Netezza reduced the time needed to identify known problems by 67 percent and reduced the number of duplicate bugs submitted to Development Engineering by 50 percent. Read the complete IBM Netezza Case Study or watch the video here.

Accepting the award on behalf of Coveo was Richard Tessier, EVP, Products. “Coveo has received many awards, but few carry the prestige and significance of this one, presented to us by IBM Netezza, one of our valued customers,” he said. “We are honored to be recognized by IBM Netezza as a Valued Partner and look forward to generating additional results that will continue to optimize the company’s customer support organization and overall business operations. This award is the result of our commitment to working in partnership with our customers to ensure their Coveo implementations deliver significant value.”

About Coveo
Coveo is changing how people work with its Enterprise Search 2.0-powered Knowledge 360 solutions. The Coveo Platform transforms disparate structured and unstructured data, from virtually any system, into actionable, on-demand knowledge. Coveo solutions consolidate and correlate content into dynamic 360° views about customers, projects, people, processes and products, to inject knowledge into key business processes. Coveo Knowledge 360 Solutions for Customer Service include specialized components designed for Agent Assisted Service, Customer Self-Service and Management Analytics. Coveo’s Enterprise Search 2.0 platform allows companies to finally Stop Moving Data™, and start accessing knowledge. Information and video demos are available at www.coveo.com.

Coveo Contact:
Kate Lukach
Senior Director, Corporate Marketing
klukach@coveo.com
418-263-1111 x 233

Coveo Receives 2011 CRM Excellence Award from Customer Interaction Solutions Magazine

Wed, 29 Jun 2011 00:00:00 -0400

Knowledge 360 Solutions for Customer Service Honored for Product Innovation and Helping Clients Achieve Dramatic Improvements in Customer Service & Support Operations

CHICAGO, IL – June 29, 2011— Coveo, a provider of Enterprise Search 2.0-powered Knowledge 360 Solutions, today announced that its Knowledge 360 Solutions for Customer Service were named a winner of the 2011 CRM Excellence Awards presented by Customer Interaction Solutions magazine, the premier publication in the CRM, contact center and teleservices industries since 1982.
Customer service organizations and agents are overwhelmed with different types of data from a growing number of sources. Coveo Knowledge 360 Solutions for Customer Service give support teams a comprehensive, single-screen view of customer information from across multiple information systems and channels, including social media. Coveo Knowledge 360 Solutions for Customer Service provide support organizations with immediate access to composite customer, product and issue-resolution information regardless of where the information resides.

“Customer service organizations are struggling with the deluge—both in quantity and type – of information they must manage to provide the high level of service that customers expect,” said Laurent Simoneau, CEO, Coveo. “We are proud to accept this recognition for our unique approach to providing our clients with interactive, 360-degree views of the information they need to drive both cost savings and customer satisfaction.”

“The Twelfth Annual CRM Excellence Awards has recognized Coveo for being a true partner to its customers and an innovator in the customer service market,” said Rich Tehrani, CEO, TMC. “Coveo has demonstrated to the editors of Customer Interaction Solutions that Knowledge 360 Solutions for Customer Service improved the processes of customer service and support operations for their customers.”

Based on hard data, the CRM Excellence Awards rely on facts and numbers demonstrating the improvements that the winner’s product has made in a client’s business. Winners were chosen on the basis of their product or service’s ability to help extend and expand the customer relationship to become all encompassing, covering the entire enterprise and the entire lifetime of the customer.

The 2011 CRM Excellence Award winners can be found in the May and June 2011 issues of Customer Interaction Solutions magazine. For more information, please visit www.tmcnet.com.

About Coveo

Coveo provides Enterprise Search 2.0-powered, Knowledge 360 solutions. The Coveo Platform transforms disparate structured and unstructured data, from virtually any system, into actionable, on-demand knowledge. Coveo consolidates and correlates content into dynamic 360° views about customers, projects, people, processes and products, to inject knowledge into key business processes. Coveo Knowledge 360 Solutions for Customer Service, based on the Coveo Platform, include specialized components designed for Agent Assisted Service, Customer Self-Service and Management Analytics. Coveo’s Enterprise Search 2.0 platform allows companies to finally Stop Moving Data™, and start accessing knowledge. Information and video demos are available at www.coveo.com.

About Customer Interaction Solutions

Since 1982, Customer Interaction Solutions (CIS) magazine has been the voice of the call/contact center, CRM and teleservices industries. CIS magazine has helped the industry germinate, grow, mature and prosper, and has served as the leading publication in helping these industries that have had such a positive impact on the world economy to continue to thrive. Through a combination of outstanding and cutting-edge original editorial, industry voices, in-depth lab reviews and the recognition of the innovative leaders in management and technology through our highly valued awards, Customer Interaction Solutions strives to continue to be the publication that holds the quality bar high for the industry. Please visit www.cismag.com.

About TMC

TMC is a global, integrated media company helping clients build communities in print, in person, and online. TMC publishes Customer Interaction Solutions, INTERNET TELEPHONY, Unified Communications, NGN and InfoTECH Spotlight magazines. TMCnet.com, which is read by two million unique visitors each month, is the leading source of news and articles for the communications and technology industries.

TMC is the producer of ITEXPO, the world’s largest and best-attended IP Communications event. ITEXPO West 2010 was ranked #3 on Trade Show Executive’s Fastest 50 Award List. TMC expects to accelerate ITEXPO West’s growth by bringing the show to Austin, one of the fast-growing technology hubs in the country. In addition, TMC runs multiple industry events: 4G Wireless Evolution; Smart Grid Summit; M2M Evolution; Cloud Communications Expo; SIP Tutorial; VIPeering; Business Video Expo; Regulatory 2.0 Workshop, DevCon5: The HTML5 Development Conference; CVx; Digium|Asterisk World; StartupCamp; MSPAlliance, MSPWorld and more! Visit TMC Events for a complete listing and further information. For more information about TMC, visit www.tmcnet.com.

Coveo Contact:
Kate Lukach
klukach@coveo.com
418-263-1111 x 233

TMC Contact:
Jan Pierret
TMC
203-852-6800 ext. 228
jpierret@tmcnet.com

Research Paper Reveals the Impact of the Data Tsunami on Customer Service Organizations; Demonstrates How to Turn Disparate Data Into Actionable Knowledge

Thu, 02 Jun 2011 00:00:00 -0400

WHAT:	A new research paper released today by the Technology Services Industry Association (TSIA) and Coveo reveals new data on the increasing amounts of data flowing through customer service organizations due to rising interaction volumes and social media activity. The report indicates that the growing number of customer communication channels is creating more content that needs to be integrated into a complete, 360 view of the customer. According to the report, TSIA members on average receive 51,000 support incidents per month through phone, email, Web chat, and online channels. The report also reveals the adoption rates of social media channels among customer service organizations, and addresses the differences between analytics and operational reporting. Case studies provide examples of how support teams are leveraging analytics through 360 views of customer data to deliver real business value.
WHERE:	Access the full TSIA/Coveo report “Enterprise Search 2.0-Powered Analytics: Transforming Data into Actionable Knowledge” here: www.coveo.com/TSIAreport
WHEN:	The complete report is available beginning June 2, 2011.
WHO:	About TSIA The Technology Services Industry Association (TSIA) is the leading association dedicated to advancing the business of technology services. Technology services organizations large and small look to TSIA for world-class benchmarking and research, exceptional peer networking and learning opportunities, and high-profile certification and awards programs. Find TSIA online at www.tsia.com. About Coveo Coveo provides Enterprise Search 2.0-powered information access solutions. The Coveo Platform transforms disparate structured and unstructured data, from virtually any system, into actionable, on-demand knowledge. Coveo consolidates and correlates content into dynamic 360 views about customers, projects, people, processes and products, to inject knowledge into key business processes. Coveo Knowledge 360 Solutions for Customer Service, based on the Coveo Platform, include specialized components designed for Agent Assisted Service, Customer Self-Service and Management Analytics. Coveo’s Enterprise Search 2.0 Platform allows companies to finally Stop Moving Data™, and start accessing knowledge. Information and video demos are available at www.coveo.com.

Press Contact:

Kate Lukach |Coveo | klukach@coveo.com | 418-263-1111 x 233

Institut National d’Optique Wins OCTAS Business Solutions Award for Results Generated From Its Coveo Enterprise Search Platform Implementation

Thu, 02 Jun 2011 00:00:00 -0400

Canada’s leading National Optics Research Center implemented the Coveo Platform for enterprise-wide knowledge access and sharing; reports significant productivity improvements, times savings, and more

QUEBEC – June 2, 2011 – Coveo, a provider of Enterprise Search 2.0 and Customer Service Solutions, today announced that the company and its customer, Institut National d’Optique (INO), the leading Canadian National Optics research center, were presented with the 2011 OCTAS Business Solutions award. INO’s innovative use of the Coveo Enterprise Search Platform, and results generated to date, were recognized by an independent jury as the winner in the Business Solution category. Since 1987, the OCTAS Awards have recognized the achievement of excellence in Quebec’s information technology (IT) industry.

INO was looking for an enterprise-wide information access platform that could easily scale to face the exponential growth of data and information the company was experiencing. The Coveo Enterprise Search Platform provides INO scientists with immediate, single-screen access to the most up-to-date information across all enterprise systems, emails, documents, and data, and fosters a knowledge collaboration culture. Now that INO’s scientists have immediate access to the most relevant information regardless of where it resides, the company reports a 5 percent improvement in productivity for every employee.

“Since our Coveo implementation, we have significantly increased our efficiency and productivity numbers, with our average user saving two hours each week searching for information, or recreating work that already exists, which translates into a 5 percent improvement in productivity per employee,” said Martin Larrivée, CFO, INO. “Considering recurrent six-figure yearly savings and progressive user-adoption rates, the time to ROI has been estimated to be less than a year.”

The OCTAS is a highly prestigious annual competition recognizing outstanding achievements in Quebec’s IT sector. During the gala awards ceremony, the Action IT Network paid tribute to a series of individuals, companies and organizations for their creative and dynamic approach and outstanding contributions to the advancement of the IT sector.

“It is an honor to be recognized for this award alongside our customer, and among Quebec’s outstanding companies in the IT sector,” said Laurent Simoneau, CEO, Coveo. “We are dedicated to working with our customers in partnership to ensure they achieve results and immediate ROI that will drive considerable value across their business. I congratulate both the INO and Coveo teams on a job well done.”

About INO

A leading technology designer and developer, INO is the largest center for industrial optics and photonics expertise in Canada. The leader in its field internationally, INO has so far completed over 4,500 custom R&D contracts for Quebec and Canadian companies working in a variety of fields. INO has performed 43 technology transfers that have resulted in the creation of 26 new high tech startups. It boasts more than 235 employees, most of them researchers, scientists, and technicians who contribute to INO’s international reputation. www.ino.ca.

About Coveo

Coveo provides Enterprise Search 2.0-powered information access solutions. The Coveo Platform transforms disparate structured and unstructured data, from virtually any system, into actionable, on-demand knowledge. Coveo consolidates and correlates content into dynamic 360° views about customers, projects, people, processes and products, to inject knowledge into key business processes. Coveo Knowledge 360 Solutions for Customer Service, based on the Coveo Platform, include specialized components designed for Agent Assisted Service, Customer Self-Service and Management Analytics. Coveo’s Enterprise Search 2.0 platform allows companies to finally Stop Moving Data™, and start accessing knowledge. Information and video demos are available at www.coveo.com.

Press Contact:

Kate Lukach |Coveo | klukach@coveo.com | 418-263-1111 x 233

Coveo Honored as a Technology Services Recognized Innovator

Mon, 02 May 2011 00:00:00 -0400

Leading provider of Enterprise Search 2.0-powered Customer Service Solutions Commended for Innovation in Knowledge Management

CHICAGO and SAN DIEGO, May 2, 2011 – Coveo, a provider of Enterprise Search 2.0 and Customer Service Solutions, today announced it has been named a Recognized Innovator finalist by the Technology Services Industry Association (TSIA), the leading association dedicated to advancing the business of technology services. The announcement was made at the Technology Services World conference being held today in Santa Clara, California. Coveo was named a finalist in Innovation in Knowledge Management.The Recognized Innovator Awards have become highly regarded in the technology services industry, representing the only independently judged awards program that recognizes innovation in technology services products and service offerings documented with customer case studies of measurable business value and results. Recognized Innovators in Knowledge Management have demonstrated clear product innovation and showcased with proven customer results, how their technology is enabling service organizations to more easily access, publish and use knowledge to improve business results.

Recognized Innovator finalists were selected by a panel of judges, including industry experts and TSIA members. As a Recognized Innovator finalist, Coveo will be featured in TSIA Research, and conference attendees can learn more about the company’s services during Innovation Tours that will be conducted at the conference on May 2 & 3. Winners will be announced on Wednesday, May 4.

“I see dozens of new products every year, and Coveo’s Customer Service Solutions are clearly unique and innovative, and set a new standard for how customer service organizations access and leverage knowledge from any number of repositories that contain customer data,” said John Ragsdale, vice president of technology research for TSIA. “It’s our privilege to honor Coveo as a proven leader who can leverage innovative technology and continue to raise the bar for the entire technology services market.”

“It is an honor to be recognized by the TSIA as we continue to evolve and innovate our Enterprise Search 2.0-powered Knowledge 360 solutions for Customer Service,” said Laurent Simoneau, CEO, Coveo. “Today’s support infrastructures have evolved into complex knowledge ecosystems, with customer information residing in dozens of locations. Coveo offers an innovative approach to knowledge management by simply leaving the data where it is, and providing what we call Knowledge 360 views of it regardless of where it exists. The results drive higher levels of performance for Customer Service Representatives, real-time business analytics for managers and executives, and higher levels of customer self-service satisfaction.”

About Coveo

About TSIA

The Technology Services Industry Association (TSIA) is the leading association dedicated to advancing the business of technology services. Technology services organizations large and small look to TSIA for world-class benchmarking and research, exceptional peer networking and learning opportunities, and high-profile certification and awards programs. We keep their business leaders informed and connected through a full range of programs and services that tackle real-world service business challenges, providing real-world solutions. TSIA corporate members represent the world’s top technology companies as well as scores of innovative small and midsize businesses in four major markets: enterprise IT and telecom, consumer technologies, healthcare and healthcare IT, and industrial automation. TSIA brings the technology services industry together. www.tsia.com

Media Contact for Coveo:

Kate Lukach, Coveo
418-263-1111 x233
klukach@coveo.com

Media Contact for TSIA :
Suzanne Hite, TSIA
410-774-5322
suzanne.hite@tsia.com

New Research Reveals Harsh Realities for Contact Centers: Nearly 70 Percent of Companies Report Agents Can’t Find Information Necessary to Resolve Customer Issues

Wed, 30 Mar 2011 00:00:00 -0400

Survey by Omega Management Group Corp. and Coveo Highlights Challenges Facing Customer Support Teams as Information Continues to Proliferate Beyond the Traditional Knowledge Base and CRM

CHICAGO & BILLERICA, Mass. – March 30, 2011 – A new survey released today reveals some of the most critical and costly challenges facing customer support departments, and the negative impact on customer service metrics. The survey results indicate that the biggest problems are caused by inefficient access to the information needed to solve customer issues, as data continues to proliferate beyond the traditional knowledge base and CRM.

The survey was conducted by Omega Management Group Corp., experts in customer experience management (CEM) strategy and sponsor of the annual NorthFace ScoreBoard Award^SM for excellence in customer service and support, and Coveo, a provider of Enterprise Search 2.0 and Customer Information Solutions. Key survey findings include the following:

The Knowledge Base is No Longer Enough: In Some Companies, More Than 20 Systems Contain Customer Information

While nearly 70 percent of customer service organizations surveyed have invested in a knowledge base, that same percentage reports that the knowledge base does not contain the information necessary for agents to solve customer issues.
For companies with 251-500 agents, 83 percent cannot find the information in the knowledge base.
For companies with more than 10,000 employees, 43 percent report that information that contact center agents need to solve customer issues resides in more than 20 different systems.

Lack of Access to Customer Information Creates Contact Center Challenges

Seventy (70) percent of survey respondents indicated that they are facing significant challenges as a result of agents not being able to find necessary customer information.
Respondents listed case handling time (50 percent), customer satisfaction (49 percent), and first contact resolution (FCR) (49 percent) as the top three challenges.

The Costs of Inefficiency

Knowledge base operational challenges can have a significant impact on a company’s bottom line. Thirty (30) percent of participants estimated the impact between $100,000 to $1 million per year, including six percent who put the cost at $1 to $5 million.
Nearly 48 percent of respondents said less than 10 percent of customer service interactions generate revenue through cross-selling and up-selling, showing a significant opportunity to change contact centers from cost centers to revenue producers.

Results were compiled from a survey conducted in February 2011 of managers, vice presidents, and C-level executives from the computer hardware & software, complex manufacturing, medical devices, and technology services industries, responsible for customer service and support operations.

Supporting quotes:

Laurent Simoneau, CEO, Coveo
“It’s clear from the survey results that the concept and promise of moving all customer service content and data into a single repository has failed as information continues to proliferate. As today’s customer support infrastructures become complex knowledge ecosystems comprised of many different information silos, we encourage companies to leave the data where it is, and provide ubiquitous access to it regardless of where it resides. This gives agents, managers and executives a 360 degree view of customer information and the ability to more efficiently service customers, improve customer service metrics, and positively impact the bottom line.”
Tony Santilli, Vice President, Client Services, Omega
“A positive customer experience directly impacts customer satisfaction, renewal rates, and other important metrics. The survey data clearly indicates that arming customer service teams with the knowledge and information they need to best service customers is an important step in driving up customer satisfaction rates, and in turn, positively impacting the bottom line.”

Webinar: Senior Practitioners and Executives Discuss Research Findings

Senior customer support practitioners and executives from Omega Management Group Corp. and Coveo will present the study’s findings during a webinar on Thursday, March 31, 2011 at 12:00 p.m. ET. Panelists will discuss the implications of the survey for contact centers, and offer insight into how to manage the plethora of customer systems and information, and how to measure the impact on customer satisfaction. Registrants receive a copy of the complete survey report. Register here: http://bit.ly/researchwebinar.

About Coveo

Coveo provides Enterprise Search 2.0-powered information access solutions. The Coveo Platform transforms disparate structured and unstructured data, from virtually any system, into actionable, on-demand knowledge. Coveo consolidates and correlates content into dynamic 360° views about customers, projects, people, processes and products, to inject knowledge into key business processes. Coveo Customer Information Solutions, based on the Coveo Platform, include specialized components designed for customer service and sales organizations. Enterprise Search 2.0 allows companies to finally stop moving data, and start accessing knowledge. Information and video demos are available at www.coveo.com.

About Omega Management Group

Since 1984, the Omega Management Group Corp. (www.omegascoreboard.com) has been a recognized expert in developing and implementing customer and employee experience management strategy (CEM) programs that lead to increased product and service revenue and profits. Services include customer and employee surveys, employee incentive programs, benchmark research and analysis, consulting, key account retention strategies, win-back strategies and marketing of customer satisfaction results to stakeholders and the marketplace.

For more information on how to qualify for the NorthFace ScoreBoard Award or to attend Omega’s annual customer industry event SCORE Conference, taking place April 27-29 in Boston, visit www.omegascoreboard.com or call (800) 711-5196.

All trademarks, service marks and company names are the property of their respective owners.

Press Contacts:

Kate Lukach, Coveo
klukach@coveo.com
973.723.6168

Bill Bradley, Omega Management Group Corp.
bbradley@omegascoreboard.com
978.715.2587

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Fri, 25 Mar 2011 00:00:00 -0400

Boralex Implements Coveo Enterprise Search Platform Across Global Operations

Tue, 15 Mar 2011 17:13:00 -0400

International power producer replaces Google search appliance with Coveo to provide unified views of global knowledge and corporate information and to increase workforce productivity and efficiency

Quebec & Chicago – March 15, 2011

Coveo announced that Boralex has selected the Coveo Enterprise Search Platform to power its global enterprise search requirements.

Boralex is an international power producer focused on the development and operation of power stations that generate renewale energy. Boralex is distinguished by its in-depth experience in four power generation segments: wind, hydroelectric, thermal and sun.

Operating in an extremely knowledge-intensive industry, with multiple global locations, Boralex turned to Coveo to provide real-time access to critical knowledge and information stored in multiple repositories – for the entire organization.

After reaching the limits of its previously implemented Google Mini Appliance, Boralex chose Coveo to provide a more comprehensive view of information with anywhere, anytime access to knowledge. Ultimately with Coveo, Boralex aims to increase workforce productivity and efficiency, and make more informed business decisions with a unified view of knowledge and information.

Critical to Boralex’s decision was Coveo’s proof-of-concept, which allowed Boralex to experience Coveo first hand, on its own data. After seeing how easy Coveo was to configure and deploy, and the immediate results generated, Boralex selected Coveo.

Coveo provides Enterprise Search 2.0-powered information access solutions. Coveo’s more than 700 global implementations contribute to the success of, among many others, CA Technologies, Lockheed Martin, Children’s Hospital of Boston, Sony Ericsson, and Yum! Brands.

Supporting quotes:

Serge Brière, IT Coordinator, Boralex
“Coveo’s search platform will provide hundreds of our employees around the world with better insight into the data they need quickly, allowing our organization to operate more fluidly and effectively. With a geographically-dispersed workforce in a highly knowledge-intensive organization such as this, information access is critical. Coveo improves our business processes by helping us make sense of the vast amount of structured and unstructured data across disparate sources in our organization.”

Laurent Simoneau , CEO, Coveo
“Today’s global enterprise requires a search solution that is not only easily deployable and cost-efficient, but also provides the information employees want and need at their fingertips. We are seeing more organizations move from basic Enterprise Search 1.0 solutions, to Coveo’s Enterprise Search 2.0 solutions which index data from disparate systems and present the information in an easy-to-use interface, providing our customers with real-time results. We are happy to provide Boralex with a true Enterprise Search 2.0 platform that leverages its information assets in ways best suited to its business.”

About Coveo

Coveo provides Enterprise Search 2.0-powered information access solutions. The Coveo Platform transforms disparate structured and unstructured data, from virtually any system, into actionable, on-demand knowledge. Coveo consolidates and correlates content into dynamic 360° views about customers, projects, people, processes and products, to inject knowledge into key business processes. Coveo Customer Information Solutions, based on the Coveo Platform, include specialized components designed for customer service and sales organizations. Enterprise Search 2.0 allows companies to finally stop moving data, and start accessing knowledge. Information and video demos are available at www.coveo.com.

Press Contact:
Kate Lukach, Coveo
klukach@coveo.com
973.723.6168

Coveo Named to KMWorld's 100 Companies That Matter in Knowledge Management

Wed, 23 Feb 2011 17:13:00 -0500

CHICAGO – February 23, 2011

Coveo, a leading provider of Enterprise Search 2.0 and Customer Information Solutions, today announced that it has been named to KMWorld’s “100 Companies That Matter In Knowledge Management” list for the sixth consecutive year. The list is compiled by knowledge management practitioners, theorists, analysts, vendors and their customers and colleagues and is expected to be posted on www.kmworld.com on March 1, 2011.

“Coveo’s Enterprise Search 2.0 solutions allow companies to stop moving data, and start accessing knowledge and information, regardless of where it’s stored,” said Laurent Simoneau , CEO, Coveo. “We help organizations quickly access relevant, dynamic and personalized information, enabling faster and more informed decisions across a wide variety of business areas. Our Enterprise Search 2.0 solutions, combined with our ability to continue to innovate, have contributed to our recognition by KMWorld for the sixth consecutive year.”

“Coveo’s inclusion on the list is based on the breadth and impact of its innovations to meet specific customer needs while adding true value to its entire chain of constituencies,” said Hugh McKellar , editor in chief of KMWorld.

Coveo is a leader in the Enterprise Search 2.0 market. By combining structured and unstructured data from virtually any enterprise system into a central index, and securely presenting the information in composite dashboards, Coveo helps companies to drive more value through multiple business processes. Coveo customers gain a powerful alternative to expensive system integration and are able to harvest existing IT infrastructures while providing actionable insight into information and knowledge.

KMWorld’s 100 Companies That Matter in Knowledge Management was established in 2000. The list was created as an annual showcase to recognize the impact made by the top 100 knowledge management solutions providers.

About Coveo

Coveo provides Enterprise Search 2.0-powered information access solutions. The Coveo Platform transforms disparate structured and unstructured data, from virtually any system, into actionable, on-demand knowledge. Coveo consolidates and correlates content into dynamic 360° views about customers, projects, people, processes and products, to inject knowledge into key business processes. Coveo Customer Information Solutions, based on the Coveo Platform, include specialized components designed for customer service and sales organizations. Enterprise Search 2.0 allows companies to finally stop moving data, and start accessing knowledge. Information and video demos are available at www.coveo.com.

About KMWorld

The leading information provider serving the Knowledge, Document and Content Management systems market, KMWorld informs more than 45,000 subscribers about the components and processes - and subsequent success stories – that together offer solutions for improving business performance. KMWorld is a publishing unit of Information Today, Inc.

Press Contact:
Kate Lukach, Coveo
klukach@coveo.com
973.723.6168

Coveo Releases Version 6.5 of Its Enterprise Search Platform, Delivering Dynamic, Personalized Business Analytics for Multiple Business Divisions

Mon, 14 Feb 2011 17:13:00 -0500

Chicago – February 14, 2011 –

· The Coveo Platform 6.5 was released today and includes real-time, personalized and interactive business analytics and dashboards.

· Coveo’s new, easy to configure dashboard widgets provide users with immediate access to 360-degree views of the information they need, across any number of repositories. Coveo dashboards help departments – from sales and marketing, to operations, and customer support – make better, more informed business decisions based on the most recent information.

· The Coveo Platform includes two layers: the Unified Indexing Layer and the Access Interface Layer, which when combined, let users access information from all enterprise systems through a variety of interfaces – from a Desktop Floating Search Bar to personalized and interactive dashboards.

· Coveo provides Enterprise Search 2.0-powered information access solutions. Coveo’s more than 700 global implementations contribute to the success of, among many others, CA Technologies, Lockheed Martin, Children’s Hospital of Boston, Sony Ericsson, and Yum! Brands.

Coveo 6.5 Key Features:

· Dashboards and Widgets: The new, configurable dashboard widgets provide users with role-specific business analytics. Dashboard views can easily be created based on a variety of data points, including 360-degree views for customer service, sales, marketing and operations. The Dashboards may also be personalized by the end user.

· Coveo SmartFacets^TM: SmartFacets are Coveo’s latest development in navigating and computing search results. SmartFacets dynamically compute sums, averages, minimum and maximum values, as well as numerical ranges, for facet values. Coveo also delivers graphical views based on the computed results, so users can generate a view of all sales opportunities in a region, for example.

· Expanded Support for Global Organizations: Coveo now supports 45 languages, including Asian, European and Arabic.

Coveo Platform 6.5 Use Cases:

· Customer service & support. With Coveo’s Customer Information Solutions, based on the Coveo Platform 6.5, support agents can find information and resolve customer issues faster and more accurately, particularly complex issues, to which support organizations tend to devote the most expensive resources. Rather than piecing information together from multiple systems and interfaces (the average customer service agent has eight to 10 applications open at any time), Coveo provides a single dashboard view that dynamically consolidates and correlates information about cases, customers, and more. The end result is shortened case resolution times for complex issues, which ultimately saves costs and increases customer satisfaction.

· Sales & marketing executives. Coveo Platform 6.5 gives executives a complete, 360 degree view of customer information. At any point in time, sales people and executives can access consolidated, real-time information about the complete relationship of a customer to the organization, its products, people, processes and any current or former projects. Coveo dashboards are easily configured to display personalized views of: account history and satisfaction status, cross-selling and up-selling opportunities, revenue details by region, sales rep, or product line, email conversations and company experts, proposals, contracts and customer service tickets, all in a single, composite view. The end result is a more informed, prepared, and agile sales and marketing team that can increase sales and renewal rates.

Supporting quotes:

· Laurent Simoneau, CEO, Coveo: “Turning vast amounts of structured and unstructured data from multiple systems into 360-degree, actionable knowledge, is a huge challenge for companies. Data on its own has limited value, but when data is pulled from disparate systems, correlated, and presented in a unified view, it’s very powerful. The Coveo Platform 6.5 makes this possible by allowing organizations to quickly access relevant, dynamic and personalized information, which enables faster, more informed business decisions across departments.”

· Jim Coleman, principal support analyst, IBM Netezza: “Coveo dashboards and the analytics they provide, are allowing our managers and executives, all the way up to our CEO, to have dynamic views of our customer relationships. This is particularly important when one of those accounts becomes “hot” – with an issue that requires immediate attention. Instead of spending hours manually compiling reports from data in multiple systems, we can provide them with immediate access to the information needed to make informed business decisions and respond to the customer, in seconds.”

Additional Resources:

· Coveo Platform 6.5 product sheet: http://bit.ly/h5WGgJ

· IBM Netezza case study: http://bit.ly/hf0bQp

· IBM Netezza video: http://bit.ly/gASoBL and http://bit.ly/fZ6mn9

· Hi resolution images available upon request.

About Coveo

Coveo provides Enterprise Search 2.0-powered information access solutions. The Coveo Platform version 6.5 transforms disparate structured and unstructured data, from virtually any system, into actionable, on-demand knowledge. Coveo 6.5 consolidates and correlates content into dynamic 360° views about customers, projects, people, processes and products, to inject knowledge into key business processes. Coveo Customer Information Solutions, based on the Coveo Platform, include specialized components designed for customer service and sales organizations. Enterprise Search 2.0 enables companies to finally stop moving data, and start accessing knowledge. Information and video demos are available at www.coveo.com.

Press Contact:
Kate Lukach
Coveo
klukach@coveo.com
973.723.6168

Coveo Releases Version 6.5 of Its Enterprise Search Platform, Delivering Dynamic, Personalized Business Analytics for Multiple Business Divisions

Mon, 14 Feb 2011 17:13:00 -0500

Chicago – February 14, 2011 –

· The Coveo Platform 6.5 was released today and includes real-time, personalized and interactive business analytics and dashboards.

Coveo 6.5 Key Features:

· Expanded Support for Global Organizations: Coveo now supports 45 languages, including Asian, European and Arabic.

Coveo Platform 6.5 Use Cases:

Supporting quotes:

Additional Resources:

· Coveo Platform 6.5 product sheet: http://bit.ly/h5WGgJ

· IBM Netezza case study: http://bit.ly/hf0bQp

· IBM Netezza video: http://bit.ly/gASoBL and http://bit.ly/fZ6mn9

· Hi resolution images available upon request.

About Coveo

Press Contact:
Kate Lukach
Coveo
klukach@coveo.com
973.723.6168

Coveo Expands Consulting and Professional Services Practice with IT and Engineering Veteran Trent Parkhill

Wed, 02 Feb 2011 17:13:00 -0500

InfoWorld CTO honoree and former Director of IT services at Haley & Aldrich, Inc. brings 30 years of engineering and IT experience to Coveo

Chicago – February 2, 2011 – Coveo, a leading provider of Enterprise Search 2.0 and Customer Information Solutions today announced the addition of Trent Parkhill as director, professional services. With more than 30 years of engineering and IT experience, Parkhill will consult with current and prospective customers in the engineering and professional services market on best practices in enterprise search 2.0.

A former engineering consultant and Director of IT, Parkhill was named last year to InfoWorld’s CTO 25, the publication’s annual list of senior IT executives who demonstrate leadership within their companies and the IT community. For the past 25 years, Parkhill has managed information systems development in a variety of positions at Haley & Aldrich (H&A), a leading science and engineering firm.

“Due to the dispersed nature of staff and electronic information, most professional services firms risk missing opportunities for new business, and suffer from inefficient operations, and other problems,” said Dominic Lajoie, VP, Global Services, Coveo. “Trent's engineering and IT background gives him a unique perspective on the challenges facing professional service firms. His track record of implementing enterprise search 2.0 solutions and his intimate knowledge of Coveo, will be an important asset as we expand our bench strength of professional service experts that will help ensure superior customer results.”

“Information technology needs to add measurable business value, and enterprise search 2.0 makes this possible by solving many critical business problems that other IT approaches cannot,” said Parkhill. “Coveo’s Enterprise Search 2.0 Platform helps solve the challenges many professional services firms face. I look forward to working with Coveo’s current and prospective customers, to offer guidance, best practices, and first-hand experience on successful enterprise search 2.0 implementations that provide immediate and lasting value.”

Parkhill adds to the growing number of industry veterans and experts within Coveo. Earlier this month, Ed Shepherdson joined Coveo as managing director, customer information solutions. Parkhill holds a B.S. in Geological Engineering from the University of Missouri Rolla and received an MSCE in Geotechnical Engineering from Purdue University.

About Coveo
Coveo is a leader in Enterprise Search 2.0-powered information access solutions. The Coveo Enterprise Search Platform and Customer Information Access Solutions help organizations generate more value from information and knowledge stored across the enterprise, in virtually any system, whether it resides in the cloud or on enterprise servers—all without moving data. Companies can also get started at no cost, with Coveo Expresso 2.0 Beta, Coveo’s free, entry-level enterprise search solution.

With Coveo’s unified indexing technology, companies can easily access and consolidate information from heterogeneous systems. Coveo helps companies to Stop Moving Data™ by combining structured and unstructured data from virtually any enterprise system into a central index, and securely presenting the information in composite dashboards, helping to drive more value through multiple business processes. Coveo customers gain a powerful alternative to expensive system integration and are able to harvest existing IT infrastructure while providing actionable insight into information and knowledge.

Coveo’s more than 700 global implementations contribute to the success of, among many others, CA Technologies, Deloitte, GEICO, ESPN, Haley & Aldrich, Lockheed Martin, Odyssey America, PricewaterhouseCoopers, Rabobank, SNC-Lavalin, Spencer Stuart, Children’s Hospital of Boston, Sony Ericsson, IMS Health, Netezza Corporation, ICBC, The Doctors Company, and Yum! Brands. Information and video demos are available at www.coveo.com

Press Contact:
Kate Lukach
Coveo
klukach@coveo.com
973.723.6168

Coveo Expands Executive Team with Ed Shepherdson, Managing Director, Customer Information Solutions

Mon, 10 Jan 2011 17:13:00 -0500

Former VP of Customer Support at Cognos brings 30 years of technology and customer support expertise to Coveo’s rapidly growing Customer Information Solutions line of business

Chicago – January 10, 2011 – Coveo, a leading provider of Enterprise Search 2.0 and Customer Information Solutions today announced it has expanded its executive team with the addition of Ed Shepherdson as managing director, Customer Information Solutions. In this role, Shepherdson is responsible for leading Coveo’s Customer Information Solutions line of business including strategy, solutions development, services, marketing and sales.

Shepherdson brings 30 years of experience in the technology industry to his role with Coveo. Most recently he was vice president of global customer support with Cognos, now an IBM company, where he spent 18 years in a variety of senior positions. As one of the world’s largest software companies, and the leading business intelligence supplier, Cognos supports more than 20,000 customers with highly complex environments.

“Coveo is extremely well positioned to continue its explosive growth, as our Customer Information Solutions continue to be implemented by organizations looking to improve customer service and support operations,” said Laurent Simoneau, CEO, Coveo. “With the addition of Ed to our team, we’ll be able to take our leadership position to even higher levels. His firsthand experience in running a world class customer support organization, combined with his industry expertise in business intelligence, will be extremely helpful as we continue to innovate, deliver value to customers, and grow our business.”

“Based on Coveo’s transformational Enterprise Search 2.0 platform, the company’s Customer Information Solutions deliver a quantum leap in customer service by leveraging the powerful unified index to deliver raw productivity in the form of actionable knowledge,” said Shepherdson. “Coveo’s ‘Stop Moving Data’ mantra eliminates the overhead of expensive IT integration projects while providing industrial strength, secure access, to the knowledge ecosystem via dashboards, multi-function operational interfaces, and analytic consoles.”

Shepherdson added, “Before joining Coveo, I spoke with several customers about the results they’ve achieved and their experience working with, and deploying Coveo. To hear customers say that Coveo is ‘the least disruptive and most impactful technology’ ever deployed, you know the cost savings and increased revenue from this solution will have a major impact on the bottom line of any Customer Service Organization.”

Shepherdson’s passion for delivering world class support led him to be an active advisory board member for several industry associations, including TSIA (formerly SSPA) and Service Strategies Corporation (SCP), which set the standards for the technology services and support industry. Shepherdson holds a masters degree in organizational leadership and completed the Ivey Executive Program at the Richard Ivey School of Business at Western University.

Press Contact:
Kate Lukach
Coveo
klukach@coveo.com
973.723.6168

Coveo Forms Customer Advisory Board Comprised of Senior Business Leaders and Technology Executives from Leading Global Organizations

Thu, 02 Dec 2010 00:00:00 -0500

Senior executives and industry analysts convene to discuss key market trends shaping the evolution of Enterprise Search 2.0 technologies, and advise and support Coveo’s long-term vision

Chicago – December 2, 2010 – Coveo, a leading provider of Enterprise Search 2.0 and customer information access solutions today announced the formation of its global customer Advisory Board, and the completion of its inaugural Advisory Board Meeting. The Coveo Advisory Board is comprised of senior executives from global customer organizations including Yum! Brands, SNC-Lavalin, Trading Technologies, Netezza Corporation, one of the largest insurers in the United States, and several others, who are recognized innovators in the areas of information access, knowledge management, collaboration, and customer service and support.

The Coveo Advisory Board provides guidance to Coveo in the development of strategies and solutions to meet the needs of Global 2000 corporations in the areas of enterprise search and information access. The Advisory Board recently held its first meeting, and was joined by industry analysts from Gartner, IDC and Forrester, who shared insights, market predictions and key trends affecting global organizations seeking to unlock the hidden value of enterprise knowledge and information.

“As Coveo Advisory Board members, we have a unique opportunity to ensure our companies stay on the cutting edge of where Enterprise Search 2.0 technology can take us, which, considering the unrelenting growth of information within our knowledge-intensive industries, is critical to maintaining and growing agility and competitive leadership,” said Tina Yarovsky, VP Knowledge and Learning Solutions, Trading Technologies. “The discussions during the recent meeting gave me new insight into how we can further leverage the value of our information assets at Trading Technologies.”

“We welcome each of our Advisory Board members and thank them for their strategic contributions to our continued innovation of Enterprise Search 2.0-powered solutions,” said Diane Berry, Advisory Board Chair and Coveo Vice President, Marketing and Communication. “Our Advisory Board members are true visionaries who understand the power that unified views of enterprise information can have across their businesses, and the competitive advantages it offers. We’re grateful for the time and commitment they have given us, and we also greatly appreciate the contributions of our industry analyst partners from IDC, Gartner and Forrester.”

Press Contact:
Kate Lukach
Coveo
klukach@coveo.com
418-263-1111 x 233

Coveo Named to EContent 100 List of 'Companies That Matters Most' in the Digital Content Industry for Fifth Consecutive Year

Tue, 30 Nov 2010 00:00:00 -0500

Enterprise Search 2.0 leader recognized for continued innovation and customer results; Distinction marks Coveo's 8th award win in 2010

Chicago – November 30, 2010 – Coveo, a leading provider of Enterprise Search 2.0 and information access solutions, today announced it has been named to the EContent 100 list of companies who matter most in the digital content industry for the fifth consecutive year.

Judges recognized Coveo specifically for its continued innovation in Enterprise Search 2.0-powered solutions, the value its solutions deliver to customers, and Coveo's responsiveness to the changing digital content landscape. EContent 100 judges included editors from Information Today, Inc., EContent magazine, and other experts in the digital content industry.

"This recognition, on the heels of Coveo's best quarter in history, is attributed to our ability to develop and deliver new, innovative solutions to the market, and initiate and expand relationships with new and existing customers across the globe," said Laurent Simoneau, president and CEO, Coveo. "We are pleased by the recognition for the value our solutions deliver to our customers. Our proprietary methodology to project and then measure the financial impact of our solutions, helps companies efficiently plan and manage the departments and lines of business we address, from the customer support arena, to decision support for complex manufacturing or financial services firms, to expertise finding for professional services, and beyond."

Coveo has received significant recognition in 2010 for its technology solutions, continued growth, and customer success. Most recently, Coveo was named one of the fastest growing technology companies in the Deloitte Fast 50, for its five year growth rate of 619 percent. Coveo was also named to IDC's "Innovative Information Access Companies Under $100M to Watch" list, for exemplifying trends that are driving change in the information access market. Coveo customer Haley & Aldrich was named to the CTO 25 list by InfoWorld magazine, which recognized the company's demonstrable, innovative use of Coveo's technology and the significant cost savings and ROI achieved. In addition, the Software & Information Industry Association named Coveo the winner of the 2010 CODiE Award for Best Enterprise Search Engine.

Coveo's Customer Information Access solutions have also received significant recognition, being named a Trend Setting Product of the Year by KMWorld magazine, a leader in Contact Center Search in the 2010 CRM Service Awards presented by CRM magazine, and a winner of the 2010 Innovation Awards presented by Customer Interaction Solutions magazine.

About Coveo
Coveo is a leader in search-powered enterprise information access solutions. The Coveo Enterprise Search Platform and Customer Information Access Solutions help organizations generate more value from information and knowledge stored across the enterprise, in virtually any system, whether it resides in the cloud or on enterprise servers—all without moving data. Companies can also get started at no cost, with Coveo Expresso 2.0 Beta, Coveo's free, entry-level enterprise search solution.

Coveo is a leader in the Enterprise Search 2.0 market. With Coveo's unified indexing technology, companies can easily access and consolidate information from heterogeneous systems. Coveo helps companies to Stop Moving Data™ by combining structured and unstructured data from virtually any enterprise system into a central index, and securely presenting the information in composite dashboards, helping to drive more value through multiple business processes. Coveo customers gain a powerful alternative to expensive system integration and are able to harvest existing IT infrastructure while providing actionable insight into information and knowledge.

Coveo's more than 700 global implementations contribute to the success of, among many others, CA Technologies, Deloitte, GEICO, ESPN, Haley & Aldrich, Lockheed Martin, Odyssey America, PricewaterhouseCoopers, Rabobank, SNC-Lavalin, Spencer Stuart, Children's Hospital of Boston, Sony Ericsson, IMS Health, Netezza Corporation, ICBC, The Doctors Company, and Yum! Brands. Information and video demos are available at www.coveo.com.

About EContent
EContent magazine targets the creators, managers, buyers, and sellers of digital content. Today, we are all publishers; organizations of all types must master digital content creation, management, delivery, and findability in order to succeed. From website information and marketing content, to YouTube and corporate communication videos; be it professionally or customer created or crowdsourced; delivered on your website, via mobile and other emerging digital devices, or via search or social media channels—digital content is the lifeblood of organizations of all kinds. Thus, everyone from enterprises to traditional publishers must stay abreast of the best practices and emerging trends and tools in order to make the most of their digital content assets. Focused on content creation, management, delivery, and search, EContent magazine and EContentmag.com keep CIOs, CTOs, CMOs, business managers, content strategists, and information and knowledge professionals ahead of the curve so that they can maximize their investment in digital content. www.econtentmag.com

Press Contact:
Kate Lukach
Coveo
klukach@coveo.com
418-263-1111 x 233

Coveo Announces Record Results in Q3 2010

Wed, 17 Nov 2010 00:00:00 -0500

Enterprise Search 2.0 Leader Records Highest Quarterly Revenue Since Inception

Chicago – November 17, 2010 – Coveo, a leading provider of Enterprise Search 2.0 and information access solutions, today announced it completed a record third quarter 2010, including, most notably, a 241 percent year-over-year increase in license revenue and a 123 percent year-over-year increase in total revenue, the highest revenue for any quarter since its founding. This growth was fueled by 25 deals with new and existing customers.

In Q3 2010, Coveo signed deals with 15 new customers including BAE Systems, a global defense, security and aerospace company; Bombardier Recreational Products, a recreational vehicles and products company; Oak Hill Investments, a leading private equity firm; Recorded Books, a publisher of audiobooks; and Whiting Petroleum, an independent oil and gas company, among others.

In addition to these new customer wins, Coveo also dramatically expanded its work with existing customers including CA Technologies, an IT management software and solutions company that employs Coveo Customer Information Access Solutions to drive efficiencies and improvements in its customer support organization, including empowering agents, customers and communities with unified information access; ESPN, the worldwide leader in sports coverage; Goodrich Corporation, a leading global supplier of systems and services to the aerospace and defense industry; and Hewitt, the leading provider of human resources outsourcing and consulting services.

“Our customers’ successes serve as testaments to the value our solutions provide: the ability to transform data into actionable insight,” said Laurent Simoneau, CEO, Coveo. “If a company has truly complex products and a highly distributed IT infrastructure, we can provide the easiest and fastest way to access the most relevant information when and where it is needed. For customer support, including call centers and customer self-service– which is a key market for Coveo – the results are dramatic: improved performance, more empowered call center agents and more satisfied customers. In a world that’s coping with the ever-growing volume of data that requires transformation to become actionable information, Coveo continues to provide unified access in ways that deliver financial return for our customers.”

In Q3 2010 Coveo also introduced its new Usage Analytics module, which tracks and analyzes all user activity performed across its search-powered enterprise information access solutions. As Coveo works with its customers to analyze their usage data, a picture is emerging of a technology that is being used often and effectively to reshape the way organizations put their information assets to work at all levels.

Coveo also received broad recognition for its industry standing and technology solutions. These include being ranked among the 50 fastest growing technology companies in the Deloitte Technology Fast 50, being named one of IDC’s "Innovative Information Access Companies Under $100M to Watch,” winning the 2010 SIIA CODiE award for Best Enterprise Search Solution, receiving the 2010 TMC Labs Innovation Award, a 2010 CRM Service Award as the leader in contact center search, and being listed among KMWorld magazine’s Trend Setting Products of the Year, which it has garnered for each of the past five years.

About Coveo
Coveo is a leader in Enterprise Search 2.0 -powered, information access solutions. The Coveo Enterprise Search Platform and Customer Information Access solutions help organizations generate value from information and knowledge stored across the enterprise, in virtually any system, whether they reside in the cloud or on enterprise servers—all without moving data. While the Coveo Enterprise Search platform is designed for Global 2000 organizations, small and medium-sized businesses can get started at no cost with Coveo Expresso, a free, entry-level and yet robust enterprise search solution.

With Coveo’s unified indexing technology, companies gain an alternative to expensive system upgrades and integrations, and are able to harvest existing IT infrastructure while providing actionable insight into information and knowledge. Coveo helps companies to Stop Moving DataTM by combining structured and unstructured data from virtually any enterprise system into a central index, which is then accessed securely to drive more value through multiple business processes.

Press Contact:
Kate Lukach
Coveo
klukach@coveo.com
418-263-1111 x 233

New Coveo White Paper by Search Analyst Lynda Moulton Describes Best Practices for Evaluating and Selecting an Enterprise Search Provider

Wed, 17 Nov 2010 00:00:00 -0500

Success Relies First and Foremost on Cultivating Strong Information Relationships within a Company

Chicago – November 17, 2010 – Coveo, a leading provider of Enterprise Search 2.0 and customer information access solutions, today announced the availability of a new white paper by Lynda Moulton, senior analyst for Outsell’s Gilbane Group. The paper, entitled "Establishing a Successful Enterprise Search Program: Five Best Practices," outlines the essential steps companies need to take to determine an optimal enterprise search program. It also includes real-world advice from multiple businesses describing their experience launching successful enterprise search programs.

The main goal of the white paper is to help businesses avoid some of the common pitfalls associated with enterprise search selection and implementation. Too often, data distributed across an organization can’t be put to work efficiently because the systems aren’t in place to make the information available in an efficient manner. Data availability, however, is only one piece of the puzzle. Perhaps even more important is the ability to convert disparate and distributed data into actionable insights that can be put to work to make decisions or solve business problems. Selecting the right solution requires more thoughtful consideration of this challenge than many companies realize.

"Many companies underestimate the importance of making sure there are established guidelines for decision making before moving forward with the process," said Moulton. "Especially with enterprise search, it is crucial to obtain input regarding needs and expectations from the people who will benefit from an implementation. It’s not a decision that merely affects one person and it’s certainly not a decision that can be made overnight. Understanding what various employees are looking for in an enterprise search program will ultimately lead to strengthened professional relationships and subsequently, higher productivity."

The white paper elaborates on the decision-making process for those who are looking for enterprise search solutions. "The paper gives an in depth look at the most effective ways of determining the enterprise search program best suited for a company," said Diane Berry, Coveo’s Vice President of Marketing and Communication. "We believe that communication is key and that our customers’ stories of successfully deploying Coveo Enterprise Search 2.0 solutions can help organizations new to enterprise search, or those who are seeking to move to the next generation of these solutions.”

Outsell’s Gilbane Group White Paper Availability:
A complimentary copy of "Establishing A Successful Enterprise Search Program: Five Best Practices," the new white paper by Outsell’s Gilbane Group’s senior analyst Lynda Moulton, can be downloaded from Coveo’s website here: http://www.coveo.com/en/resources-and-videos/enterprise-search-program. For further information about Coveo, please visit: www.coveo.com.

Coveo pioneered Enterprise Search 2.0. With Coveo’s unified indexing technology, companies can easily access and consolidate information from heterogeneous systems. Coveo helps companies to Stop Moving Data™ by combining structured and unstructured data from virtually any enterprise system into a central index, and securely presenting the information in composite dashboards, helping to drive more value through multiple business processes. Coveo customers gain a powerful alternative to expensive system integration and are able to harvest existing IT infrastructure while providing actionable insight into information and knowledge.

Press Contact:
Kate Lukach
Coveo
klukach@coveo.com
418-263-1111 x 233

Coveo Announces Webinar with Leading Industry Analyst Firm: From Disparate Data to Actionable Insights – Keys to Successful Customer Service and Support

Wed, 17 Nov 2010 00:00:00 -0500

Featuring Forrester Research Senior Analyst Kate Leggett

WHEN:	Tuesday, November 18, 2010 12:00-1:00 pm EST/GMT-5
WHAT:	Join this complimentary webinar to learn why traditional knowledge management has evolved into unified knowledge access across multiple systems for customer support organizations, and why it’s a critical factor for driving key support metrics, from decreased case resolution times and other agent efficiencies, to increased customer satisfaction. Kate Leggett, Senior Analyst, Customer Service and Call Center Processes at Forrester Research will discuss: Why a standalone knowledgebase is no longer enough to solve complex customer support issues Market trends based on feedback from Forrester clients including company challenges best practices for providing optimal customer service and support Converging customer support and services silos to present unified views of customer information and the resulting effect on key customer service metrics How Voice of the Customer initiatives can benefit from the same knowledge access in the form of analytics Coveo VP Diane Berry will share information about how some of the world’s top customer service organizations take advantage of Enterprise Search 2.0-powered Customer Information Access Solutions to drive key metrics such as customer satisfaction, case resolution time and first call resolution. She will also detail how these solutions leverage companies’ existing infrastructures across departmental silos to present dynamic dashboards for customer support organizations, from Voice of the Customer Analytics for executives, to agent-empowering consoles for call centers, to customer-self-service access on secure websites.
HOW:	To register please visit: http://tinyurl.com/ForresterCoveo
WHY:	Customer service infrastructures have evolved into complex ecosystems, particularly for knowledge-intensive service and support organizations. Today there is a new technology – standing at the junction of Business Intelligence and Enterprise Search – that infuses actionable knowledge within support organizations, quickly and easily empowering support agents, managers and executives, and even customers, to understand and solve complex customer issues faster and more effectively.
WHO:	Kate Leggett, Senior Analyst, Customer Service and Call Center Processes, Forrester Research Kate serves Business Process Professionals, and her research focuses on helping organizations establish and validate customer service strategies, prioritize and focus customer service projects, facilitate customer service vendor selection, and plan for project success. Kate has extensive industry experience, with more than 10 years of leadership at customer service software companies, where she held senior product marketing and product management roles. She is also a published author on customer service trends and best practices. Diane Berry, Vice President, Marketing and Communication, Coveo Diane is Vice President, Marketing and Communication of Coveo, and leads the organization's strategic positioning, go-to-market strategies, and its communication with all constituencies. Diane has extensive global marketing experience including new product launches, analyst and media relations, customer value studies, customer user groups, and strategic messaging and positioning.
About Coveo Coveo is a leader in Enterprise Search 2.0 -powered, information access solutions. The Coveo Enterprise Search Platform and Customer Information Access solutions help organizations generate value from information and knowledge stored across the enterprise, in virtually any system, whether they reside in the cloud or on enterprise servers—all without moving data. While the Coveo Enterprise Search platform is designed for Global 2000 organizations, small and medium-sized businesses can get started at no cost with Coveo Expresso, a free, entry-level and yet robust enterprise search solution. With Coveo’s unified indexing technology, companies gain an alternative to expensive system upgrades and integrations, and are able to harvest existing IT infrastructure while providing actionable insight into information and knowledge. Coveo helps companies to Stop Moving DataTM by combining structured and unstructured data from virtually any enterprise system into a central index, which is then accessed securely to drive more value through multiple business processes. Coveo’s more than 700 global implementations contribute to the success of, among many others, CA Technologies, Deloitte, GEICO, ESPN, Haley & Aldrich, Lockheed Martin, Odyssey America, PricewaterhouseCoopers, Rabobank, SNC-Lavalin, Spencer Stuart, Children’s Hospital of Boston, Sony Ericsson, IMS Health, Netezza Corporation, ICBC, The Doctors Company, and Yum! Brands. Information and video demos are available at www.coveo.com. Press Contact: Kate Lukach Coveo klukach@coveo.com 418-263-1111 x 233

Coveo Customer, Children’s Hospital Boston, Addresses Enterprise Search Summit Attendees

Tue, 16 Nov 2010 00:00:00 -0500

“Enterprise Search 2.0: Unified Access to Patient, Hospital, and Reference Information Impacts Children's Lives”

WHEN:	Tuesday, November 17, 2010 2:00-2:45 pm EDT/GMT-4
WHERE:	The Enterprise Search Summit Renaissance Washington Hotel Washington, DC
WHAT:	Hear about Children's journey to ensure hospital staff has immediate access to a critical "constellation" of patient, policy and reference information to ensure that health-care providers and support staff meet expectations and requirements for exceptional care and service, reduce risk, and ensure compliance. Norton will discuss how she's driving high user adoption levels through individual accountability, and the value that an immediate, unified view of accurate information has on the hospital and how it translates into better patient care.
WHO:	Shelley Norton Norton is currently the document repository administrator at Children’s Hospital Boston; responsible for the knowledge architecture of the hospital’s SharePoint environment, which includes a formal repository (eLibrary) of institutional content and compliance materials as well as team sites dedicated to group collaboration. Ms. Norton works with content owners to establish taxonomy, ontology, and publication standards; establishes best practices for site use and collaboration; and creates training courses and materials. In addition, she manages the institution’s enterprise search environment, providing efficient access to content stored in the hospital’s content management system (intranet) and SharePoint environments. She focuses on promoting quality, discoverable content, and optimizing the search engine to ensure timely access to critical knowledge.
WHY:	In the healthcare industry, every second counts, and for Children's Hospital Boston, accessing the right information impacts children's lives. With hundreds of thousands of documents stored in multiple environments including SharePoint and collaboration team sites, and other content management systems, plus a multi-disciplined staff with various needs, education levels, and technical abilities, hospital staff had difficulties locating information. After other search tools failed to meet their unique needs, Children's moved from basic Enterprise Search 1.0 to Coveo Enterprise Search 2.0 – with a real-time, unified view of information across multiple data sets.
About Coveo Coveo is a leader in Enterprise Search 2.0 -powered, information access solutions. The Coveo Enterprise Search Platform and Customer Information Access solutions help organizations generate value from information and knowledge stored across the enterprise, in virtually any system, whether they reside in the cloud or on enterprise servers—all without moving data. While the Coveo Enterprise Search platform is designed for Global 2000 organizations, small and medium-sized businesses can get started at no cost with Coveo Expresso, a free, entry-level and yet robust enterprise search solution. With Coveo’s unified indexing technology, companies gain an alternative to expensive system upgrades and integrations, and are able to harvest existing IT infrastructure while providing actionable insight into information and knowledge. Coveo helps companies to Stop Moving Data™ by combining structured and unstructured data from virtually any enterprise system into a central index, which is then accessed securely to drive more value through multiple business processes. Coveo’s more than 700 global implementations contribute to the success of, among many others, CA Technologies, Deloitte, GEICO, ESPN, Haley & Aldrich, Lockheed Martin, Odyssey America, PricewaterhouseCoopers, Rabobank, SNC-Lavalin, Spencer Stuart, Children’s Hospital of Boston, Sony Ericsson, IMS Health, Netezza Corporation, ICBC, The Doctors Company, and Yum! Brands. Information and video demos are available at www.coveo.com. Press Contact: Kate Lukach Coveo klukach@coveo.com 418-263-1111 x 233

Coveo Webinar: Seasoned Engineer and IT Leader Solves Top 10 Challenges for Engineering Firms

Tue, 16 Nov 2010 00:00:00 -0500

WHEN:	Tuesday, November 16, 2010 12:00-1:00 pm EST/GMT-5
WHAT:	Live, complimentary webinar with Trent Parkhill, an InfoWorld Top 25 CIO and former IT leader and engineer with Haley & Aldrich. With its data growing 60% per year, H&A staff struggled to find critical information and expertise within the firm. Parkhill will discuss how on-demand and composite access to in-depth, relevant and real-time knowledge helped H&A increase profits, with Enterprise Search 2.0 solutions from Coveo. Parkhill will detail solutions to ten crucial challenges faced by engineering firms, including: Leveraging a company’s internal expertise seamlessly across geographic boundaries Addressing urgent problems at construction sites Making project email available to all project staff Difficulty in locating and leveraging past work for current projects Avoiding project disruptions when team members leave or are reassigned Identifying conflicts of interest early
HOW:	To register please visit: http://www.coveo.com/en/news-and-events/events/engineering-top-10
WHY:	If yours is like most engineering firms, you risk missing opportunities for new business, inefficient operations, and many other business problems because of the dispersed nature of your staff and electronic information. Learn how Enterprise Search 2.0 solutions can solve engineering firm challenges to help drive increased profits and revenue for your firm.
WHO:	Trent Parkhill Parkhill managed technology projects at Haley & Aldrich, a leading engineering consulting firm, for more than 20 years, beginning with knowledge management projects such as databases and GIS systems that connected H&A staff to the company’s 50 years of experience. Before moving into his most recent role as Vice President, Director of IT, Mr. Parkhill worked as a manager in one of the company’s business units, and as an engineer in the design of a wide variety of projects including many major downtown Boston buildings, an embankment across the Great Salt Lake, and a bridge across the Mississippi River. Mr. Parkhill brings this business perspective to his consulting practice in Enterprise Search 2.0 solutions for solving critical business problems within Engineering firms.
About Coveo Coveo is a leader in Enterprise Search 2.0 -powered, information access solutions. The Coveo Enterprise Search Platform and Customer Information Access solutions help organizations generate value from information and knowledge stored across the enterprise, in virtually any system, whether they reside in the cloud or on enterprise servers—all without moving data. While the Coveo Enterprise Search platform is designed for Global 2000 organizations, small and medium-sized businesses can get started at no cost with Coveo Expresso, a free, entry-level and yet robust enterprise search solution. With Coveo’s unified indexing technology, companies gain an alternative to expensive system upgrades and integrations, and are able to harvest existing IT infrastructure while providing actionable insight into information and knowledge. Coveo helps companies to Stop Moving Data™ by combining structured and unstructured data from virtually any enterprise system into a central index, which is then accessed securely to drive more value through multiple business processes. Coveo’s more than 700 global implementations contribute to the success of, among many others, CA Technologies, Deloitte, GEICO, ESPN, Haley & Aldrich, Lockheed Martin, Odyssey America, Rabobank, SNC-Lavalin, Netezza Corporation, Children’s Hospital of Boston, Sony Ericsson, IMS Health, and the U.S. Navy. Information and video demos are available at www.coveo.com. Press Contact: Kate Lukach Coveo klukach@coveo.com 973-723-6168

Coveo Customer Information Access Solution Wins 2010 TMC Labs Innovation Award Presented by Customer Interaction Solutions Magazine

Tue, 19 Oct 2010 00:00:00 -0400

Just one year after its market launch, Coveo’s Customer Information Access Solution grabs third award for technology innovation, ROI, and contributions to the contact center and CRM markets

Las Vegas, NV – October 19, 2010 – From the 2010 Technology Services World Conference, Coveo today announced that its Customer Information Access Solution was named a 2010 TMC Labs Innovation Award winner. The award is presented by Customer Interaction Solutions magazine, published by TMC, and is given to technology companies who are delivering the most innovative and unique products in the contact center and CRM industries.

“Coveo was built on a foundation of innovation and a commitment to developing unique solutions that deliver value and have a direct impact on our customers’ businesses,” said Laurent Simoneau, CEO, Coveo. “We are extremely proud to receive this innovation award for our Customer Information Access Solution, which has generated widespread demand among organizations looking to improve customer service and support operations, and has been recognized with several awards, just one year after we introduced it to the market.”

Tom Keating, CTO and TMC Labs editorial director, stated, “Coveo has proven their commitment to quality and the further development of the contact center and CRM industries through its Customer Information Access Solution. The Innovation Award exemplifies the best and the most unique products and services that this industry has to offer. Congratulations to Coveo for earning this great honor. I look forward to seeing more innovative solutions from them in the future. ”

Coveo’s Customer Information Access Solution provides unified access into all product, service, and customer information from a single, intuitive screen, through Coveo’s Unified Index of structured and unstructured data from virtually any enterprise system, behind the firewall or in the cloud. Coveo Customer Information Access Solutions help reduce contact center costs while increasing customer satisfaction and loyalty for organizations with multiple, complex products. Coveo provides agents and customers with intuitive, self-service views of customer, product and case information located throughout the knowledge ecosystem – all within a single interface targeted to the user’s role-specific needs.

“Coveohas clearly demonstrated to the staff of TMC Labs that its Customer Information Access Solution is truly innovative in the CRM and contact center industries, and they have made significant contributions in the advancement of this industry," said Rich Tehrani, CEO, TMC. “We’re proud to reward this outstanding accomplishment with a TMC Labs Innovation Award this year.”

About Coveo
Coveo pioneered Enterprise Search 2.0. The Coveo Enterprise Search Platform and Customer Information Access Solutions help organizations generate more value from information and knowledge stored across the enterprise. With Coveo’s unified indexing technology, companies can easily access and consolidate information from heterogeneous systems. Coveo helps companies to Stop Moving Data™ by combining structured and unstructured data from virtually any enterprise system into a central index, and securely presenting the information in composite dashboards, helping to drive more value through multiple business processes. Coveo customers gain a powerful alternative to expensive system integration and are able to harvest existing IT infrastructure while providing actionable insight into information and knowledge.

Coveo was recently ranked one of the fastest growing companies in the Deloitte Technology Fast 50™, was named to IDC’s "Innovative Information Access Companies Under $100M to Watch” list, and won the 2010 CODiE Award for Best Enterprise Search Engine awarded by the Software & Information Industry Association. Coveo’s Customer Information Access solution was named a Trend Setting Product of the Year by KMWorld magazine, a leader in Contact Center Search in the 2010 CRM Service Awards, and a winner of the 2010 Innovation Awards presented by Customer Interaction Solutions magazine.

Coveo’s more than 700 global implementations contribute to the success of, among many others, AmerisourceBergen, CA Technologies, Deloitte, GEICO, Haley & Aldrich, Lockheed Martin, Odyssey America, Netezza Corporation, SNC-Lavalin, Sony Ericsson, IMS Health, SSQ Financial, and the U.S. Navy. Information and video demos are available at www.coveo.com.

About Customer Interaction Solutions
Since 1982, Customer Interaction Solutions (CIS) magazine has been the voice of the call/contact center, CRM and teleservices industries. CIS magazine has helped the industry germinate, grow, mature and prosper, and has served as the leading publication in helping these industries that have had such a positive impact on the world economy to continue to thrive. Through a combination of outstanding and cutting-edge original editorial, industry voices, in-depth lab reviews and the recognition of the innovative leaders in management and technology through our highly valued awards, Customer Interaction Solutions strives to continue to be the publication that holds the quality bar high for the industry. Please visit www.cismag.com.

About TMC
Technology Marketing Corporation (TMC) is a global, integrated media company helping our clients build communities in print, in person and online. TMC publishes Customer Interaction Solutions, INTERNET TELEPHONY, Unified Communications, and NGN magazines. TMCnet, TMC's Web site, is the leading source of news and articles for the communications and technology industries. TMCnet is read by two million unique visitors each month on average worldwide, according to Webtrends. TMCnet has ranked within the top 3,500 in Quantcast's Top U.S. sites, placing TMCnet in the nation’s top .03% most visited Web sites. In addition, TMC produces ITEXPO; 4GWE Conference and M2M Evolution (in conjunction with Crossfire Media); Digium|Asterisk World (in conjunction with Digium); and Smart Grid Summit (in conjunction with Intelligent Communication Partners). TMC serves other communications market segments with the Cloud Communications Summit (in conjunction with Light and Electric); CVx ChannelVision Expo (in conjunction with Beka Publishing); and MSPWorld™ (in conjunction with the MSP Alliance). For more information about TMC, visit www.tmcnet.com.

Press Contact:
Kate Lukach
Coveo
klukach@coveo.com
973.723.6168

Next Coveo Webinar Set for December 1: “How a Leading Organization Transforms Customer Service Operations with a Unified View of Customer Information”

Tue, 19 Oct 2010 00:00:00 -0400

WHAT:	Today’s top organizations are taking customer service and support to new levels with a unique approach to knowledge management and information access: they have stopped moving data and are accessing knowledge by providing ubiquitous access to product information, customer interactions, and corporate contacts. During this live webinar you’ll hear three managers from Quantum, the global leader in backup, recovery and archive, share their perspectives on the business drivers behind the decision to implement Coveo, the implementation process and how it’s configured to ensure optimal results, best practices, and results to date. Coveo Executive Chairman Louis Têtu will discuss case studies detailing how Coveo Customer Information Access Solutions are increasing call center efficiencies and providing agents, managers, and executives, with a unified, 360-degree view of customer information.
WHO:	Yvonne Allmaras, Director, Service Programs, Tools and Education, Quantum Leo Stefanov, Manager, Web Technologies, Quantum Grant Waller, Manager, Global Tech Support, Quantum Louis Têtu, Executive Chairman, Coveo
WHEN:	Wednesday, December 1, 2010 12:00 pm ET/9:00 am PT
WHERE:	From your computer. There is no cost to attend. Click here to register.

Coveo’s more than 700 global implementations contribute to the success of, among many others, CA Technologies, Deloitte, GEICO, Haley & Aldrich, Lockheed Martin, Odyssey America, Netezza Corporation, SNC-Lavalin, Sony Ericsson, IMS Health, SSQ Financial, and the U.S. Navy. Information and video demos are available at www.coveo.com.

Press Contact:
Kate Lukach
Coveo
klukach@coveo.com
973.723.6168

Coveo Announces New Information Indexing Connectors Including Support for Microsoft SharePoint 2010 and Microsoft Exchange 2010

Wed, 06 Oct 2010 00:00:00 -0400

Coveo adds to extensive library of connectors and support for earlier versions of the Microsoft platform; Additional connectors include those for Jive SBS v3.0, 4.0 and 4.5, and updated connector for Lotus Notes

CHICAGO – October 6, 2010 – Coveo, a leading provider of enterprise search and customer information access solutions, today announced the availability of new Information Indexing Connectors with full support for the Microsoft 2010 platform, as well as several others. Now fully integrated with Microsoft SharePoint 2010, Microsoft Exchange 2010 and Microsoft Outlook 2010, Coveo offers a richer, more integrated view of enterprise knowledge and information compared to what’s available with Microsoft’s native search.

“Our customer support team uses a variety of enterprise systems daily, including SharePoint, Email, wikis, Active Directory, and Service Desk, just to name a few,” said Rob Silva, Manager, Customer Support Group, Netezza. “Using SharePoint, we could search information from two or three sources; with Coveo, we’re able to search all of our information repositories in seconds, and have a unified view of all customer information on a single screen, which translates into better customer service and will help take our award-winning support organization to the next level.” Watch the full video here.

The Coveo Outlook Sidebar is now also fully integrated with Microsoft Outlook 2010. For employees who “live” in Outlook, Coveo’s Outlook Sidebar allows users to launch searches directly from Outlook into multiple repositories, including SharePoint, and automatically shows contact information, history, and conversation threads for each email. Coveo also fully supports the Office 2010 file format, as well as Microsoft Exchange email archives.

“Coveo brings rich functionality to the Microsoft Platform, enabling users to access information from across their information ecosystem, including SharePoint 2010, Outlook 2010 and Exchange 2010,” said Richard Tessier, EVP Products, Coveo. “This allows companies to stop moving data and start unlocking the value of their information assets. Leveraging our award-winning Enterprise Search 2.0 approach, we can bring the benefits of unified information access to our customers faster, and less expensively, than is possible with traditional solutions including SharePoint Search or Microsoft FAST.”

Silva added, “The number of search sessions have doubled with Coveo, compared with the number of searches that were performed within SharePoint, which indicates to us the value that our organization is generating through the use of Coveo.”

Also new to Coveo’s extensive library of proprietary Information Indexing Connectors are those to support Jive Social Business Software (SBS) version 3.0, 4.0 and 4.5. Coveo easily indexes data contained within these repositories and presents it to organizations in a unified view, offering a true 360 degree view of enterprise information, which helps organizations unlock the value that is generated through the use of social media and online communities. Coveo also released an updated Information Indexing Connector for Lotus Notes.

Out of the box, Coveo Information Indexing Connectors seamlessly and securely index enterprise-wide systems and data repositories. Coveo-developed connectors offer superior functionality and integration, including with the native security model of each system. Coveo Connectors feature live monitoring and dynamically index new, deleted and modified documents, ensuring just-in-time access to the timeliest information. For more information, visit www.coveo.com.

Coveo’s more than 700 global implementations contribute to the success of, among many others, AmerisourceBergen, CA Technologies, Deloitte, GEICO, Haley & Aldrich, Lockheed Martin, Odyssey America, P&G, Netezza, SNC-Lavalin, Sony Ericsson, IMS Health, SSQ Financial, and the U.S. Navy. Information and video demos are available at www.coveo.com.

Press Contact:
Kate Lukach
Coveo
klukach@coveo.com
973.723.6168

Coveo Ranked One of the Fastest Growing Companies in the Deloitte Technology Fast 50™

Thu, 23 Sep 2010 00:00:00 -0400

Distinction marks Coveo’s 7th recognition in 2010 for its continued growth, financial strength, product innovation, customer success, and ability to hire and retain the market’s best talent

CHICAGO & QUEBEC CITY – September 23, 2010 – Coveo, a leading provider of enterprise search and customer information access solutions, today announced its ranking among the Deloitte Technology Fast 50™, a ranking of the 50 fastest growing technology companies in Canada, based on the percentage of revenue growth over five years. Coveo’s increase in revenues of 619 percent from 2005 to 2009 resulted in its ranking as Canada’s 34th fastest growing technology company.

“We are proud of the significant growth we’ve undergone since our inception in 2005, which stems from our focus on product innovation, customer success, and the incredible team of talent we have here at Coveo,” said Laurent Simoneau, CEO, Coveo. “Our focus on innovation continues to push the boundaries of what is possible with a composite, unified view of enterprise information. We expect that our platform, which leads the industry in several exciting areas, our commitment to customer success, and our ability to hire and retain the industry’s best talent, will ensure our continued growth and future success.”

“Canadian technology companies have demonstrated some very impressive growth numbers over the past year, amid the challenges of an uncertain global economic recovery,” said John Ruffolo, National Leader, Technology, Media & Telecommunications Industry Group, Deloitte. “Coveo is an example of the determination, drive and skill that will serve to position them for further growth and success in the years to come.”

Coveo received significant recognition in 2010 for its technology solutions, continued growth, and customer success. Most recently, Coveo was named to IDC’s "Innovative Information Access Companies Under $100M to Watch” list, for exemplifying trends that are driving change in the information access market. Earlier this year, Coveo customer Haley & Aldrich was named to the CTO 25 list by InfoWorld magazine, which recognized the company’s demonstrable, innovative use of technology and for the significant cost savings and ROI achieved as a result of its Coveo implementation. In addition, the Software & Information Industry Association named Coveo the winner of the 2010 CODiE Award for Best Enterprise Search Engine.

Coveo’s Customer Information Access solutions have also received significant recognition, being named a Trend Setting Product of the Year by KMWorld magazine, a leader in Contact Center Search in the 2010 CRM Service Awards presented by CRM magazine, and a winner of the 2010 Innovation Awards presented by Customer Interaction Solutions magazine.

For over 13 years, the Deloitte Technology Fast 50™ program has tracked the successful growth of Canadian-grown global leaders. To qualify for the Deloitte Technology Fast 50™ ranking, companies must have been in business for at least five years, have revenues of at least $5 million, be headquartered in Canada, own proprietary technology, and conduct research and development activities in Canada. A panel of industry experts evaluate and judge companies based on four key criteria: competitive advantage; size, growth, and market attractiveness; management effectiveness and organization; and financial performance.

About the Deloitte Technology Fast 50™
The Deloitte Technology Fast 50™ program is Canada’s pre-eminent technology awards program. Celebrating business growth, innovation and entrepreneurship, the program features four distinct categories including the Technology Fast 50™ Ranking, Companies-to-Watch Awards (early-stage Canadian tech companies in business less than five years, with the potential to be a future Deloitte Technology Fast 50™ candidate,) Leadership Awards (companies that demonstrate technological leadership in four industry subcategories: hardware/semiconductor, software, telecommunications and emerging technologies) and the Deloitte Technology Green 15™ Awards (Canada’s leading GreenTech companies that promote a more efficient use and re-use of the earth's resources in industrial production and consumption.) Program sponsors include Deloitte, Gowlings, GrowthWorks, TMX Group, Wellington Financial, HKMB Hub International, National Angel Capital Organization, CVCA, MaRS and IGLOO Software. For further information, visit www.fast50.ca.

Coveo’s more than 700 global implementations contribute to the success of, among many others, AmerisourceBergen, CA Technologies, Deloitte, GEICO, ESPN, Haley & Aldrich, Lockheed Martin, Odyssey America, P&G, Netezza, SNC-Lavalin, Sony Ericsson, IMS Health, SSQ Financial, and the U.S. Navy. Information and video demos are available at www.coveo.com.

Press Contact:
Kate Lukach
Coveo
klukach@coveo.com
973.723.6168

Coveo Named an Innovative Information Access Company to Watch by Leading Industry Analyst Firm

Mon, 20 Sep 2010 00:00:00 -0400

Analysts recognize Coveo for its vision, easy to use and implement technology, customer success, and overall impact on the information access marketplace

CHICAGO – September 20, 2010 – Coveo today announced it has been named to IDC’s "Innovative Information Access Companies Under $100M to Watch” list. Coveo's enterprise search and customer information access solutions were recognized by IDC, a global IT research and advisory firm, for exemplifying trends that are driving change in the information access market. In particular, IDC recognized Coveo's search based applications, built on its unified indexing technology, that allow organizations to access and consolidate information across multiple enterprise systems, in a single view.

The IDC report also lauds the innovative tools that Coveo has developed for its customers to measure the impact of their information access programs, saying, “Coveo finds that by adding browsing to search, by improving relevance of results, and by making experts findable within an organization, a company can realize quantifiable savings. As a result, revenue is boosted because staff are working more efficiently.”

“Given the amount of information organizations must digest from both external and internal sources, it is clear that a comprehensive, unified view of all enterprise information, across applications, will help decision makers stay on top of their business and ahead of the curve,” said Susan Feldman, Research Vice President, Search and Discovery Technologies, IDC. “We recognize Coveo for its ability to address this problem of making information easily accessible within the enterprise, through its enterprise search and information access solutions. This ability to harness information in the enterprise will be a key differentiator for organizations over the next five years.”

“This recognition by a leading industry analyst firm, is further proof of the value our solutions are generating for our 700+ customers, through a unified view of all enterprise information,” said Laurent Simoneau, CEO, Coveo. “As IDC notes in the report, our easy to use, modular solutions, enable customers to generate immediate value and speed the time to ROI; in fact, one of our customers reported an 8 day ROI on its Coveo implementation. We look forward to continuing to innovate and develop new solutions that push the boundaries of what is possible through information access.”

IDC’s “Innovative Companies Under $100M to Watch” reports are a qualitative evaluation of a set of vendors within a specific market – they are not a stack ranking nor do they represent an exhaustive evaluation of all companies in a segment or a comparative ranking of the companies in the report. IDC solicited entries from vendors of less than $100 million that exemplify specific key trends (selected by analysts) that are driving change in a specific software market. Vendors then submitted case studies that exemplified one of the trends used as the basis for the award. These case studies were evaluated individually and independently by related market analysts across several pre-determined criteria. The teams then met to review the scores. The case studies submitted for review had to demonstrate that the technology was available, able to be implemented and provided real-world benefits to the customer.

About Coveo
Coveo is a leader in search-powered enterprise information access solutions. The Coveo Enterprise Search Platform and Customer Information Access solutions help organizations generate more value from information and knowledge stored across the enterprise, in virtually any system, whether it resides in the cloud or on enterprise servers—all without moving data. Companies can also get started at no cost, with Coveo Expresso 2.0 Beta, Coveo’s free, entry-level enterprise search solution.

Press Contact:
Kate Lukach
Coveo
klukach@coveo.com
973.723.6168

New Coveo Usage Analytics Module Reveals Critical Metrics Across Enterprise Information Access Solutions

Tue, 31 Aug 2010 00:00:00 -0400

By tracking and interpreting user behavior, Coveo Usage Analytics helps organizations better determine users’ information access requirements, understand success rates, and tune the solution for optimal performance

CHICAGO and QUEBEC CITY – August 31, 2010 – Coveo, a leading provider of enterprise search and customer information access solutions, today announced the availability of the Coveo Usage Analytics module, which tracks and analyzes all user activity performed across its search-powered enterprise information access solutions. The Coveo Usage Analytics Module is designed to help organizations continuously optimize their information access platform based on user behavior, and in turn, increase user adoption.

The Coveo Usage Analytics module captures data from any of Coveo’s access interfaces including the Coveo Outlook Sidebar and Coveo Desktop Searchbar, and other access interfaces including dashboards, web search, and intranet search, and analyzes the path that users follow while searching and navigating results.

“Accuracy and relevancy are critical success factors across search-powered solutions,” said Richard Tessier, EVP Products, Coveo. “Coveo Usage Analytics helps organizations better determine users’ enterprise information access requirements, fine tune the accuracy and relevancy of the data, and tune the solution for optimal performance, ultimately offering a better user experience and increasing user adoption. The ability for customers to fine-tune their Coveo implementations on the fly, based on real-time user data, is yet another step Coveo is making as we continue to shape the Enterprise Search 2.0 market.”

Coveo Usage Analytics also reveals which documents and information appear most often in search results, and which ones are most accessed. Also shown is granular information from result click-throughs, and which functionality within the search interface is most popular with users, which helps customers tune Coveo for optimal performance and increase user adoption.

Armed with detailed information on user behavior, the Coveo Usage Analytics module provides organizations with the decision support tools enabling them to:

Analyze top queries across user bases and optimize landing pages for these queries.
Determine the most popular content areas, helping administrators improve the quality, accuracy and relevancy of knowledge and information access.
Identify which User Interfaces are most widely accessed, and what type of information users are retrieving through each interface.
Identify content gaps by reviewing reports on failed queries.
Understand which audiences – whether customers, management, specific departments, support agents, etc – make the greatest use of the search applications, and in turn, optimize interfaces according to their specific needs.

The Coveo Usage Analytics module includes a dynamic interface which provides administrators with intuitive ways to analyze the data, including timeframe control to focus on a desired period, the ability to focus on executed queries, keywords used, documents accessed, and more.

The Coveo Usage Analytics module integrates with all Coveo search-powered applications; no work is required to manually code and run reports from a database, making it very easy to configure, use, and generate immediate results. Coveo Usage Analytics is available immediately. For more information visit www.coveo.com.

About Coveo
Coveo is a leader in search-powered enterprise information access solutions. The Coveo Enterprise Search Platform and Customer Information Access solutionshelp organizations generate significant value from information and knowledge stored across the enterprise, in virtually any system, whether it resides in the cloud or on enterprise servers—all without moving data. Companies can also get started at no cost, with Coveo Expresso 2.0 Beta, Coveo’s free, entry-level enterprise search solution.

Press Contact:
Kate Lukach
Coveo
klukach@coveo.com
973.723.6168

Coveo Customer Information Access Solution Named Trend Setting Product of the Year by KMWorld Magazine

Tue, 24 Aug 2010 00:00:00 -0400

Coveo selected from more than 600 products for technology breakthroughs and customer ROI

CHICAGO and QUEBEC CITY – August 24, 2010 – Coveo, a leading provider of customer information access and enterprise search solutions, today announced that its Customer Information Access Solution has been named a 2010 Trend-Setting Product by KMWorld Magazine. Coveo was selected from more than 600 submissions for its product innovation, demonstrable technology breakthroughs, and customer ROI. The judging panel consisted of industry analysts, KMWorld editors, line of business executives, and end-users.

Coveo’s Customer Information Access Solutions were launched in October 2009 and quickly gained momentum with customer service organizations due to Coveo’s trademark, unified access into all product, service, and customer information from role-specific dashboards, based on Coveo’s Unified Index.

Coveo CEO Laurent Simoneau said, “We are pleased to be recognized by KMWorld as we continue to innovate our solutions and set a new industry standard through our unique approach to customer information access. Our trademark approach of ‘Stop Moving Data’ takes customer service and support to new levels by simply leaving the data where it is throughout enterprise systems, and providing ubiquitous access to it across the entire support organization, an advantageous alternative to the traditional knowledge base approach. The result is improved key customer service metrics, higher customer satisfaction, and increased business performance.”

Coveo clients have reported notable results including a 50 percent reduction in average case resolution time, and an increase in customer self-service satisfaction of 10 percent, and more. To read the complete customer case study, click here.

This year marks Coveo’s fifth consecutive recognition as a Trend Setting Product of the Year. Hugh McKellar, Editor in Chief, KMWorld, said, “We congratulate Coveo on its continued ability to innovate and provide value to companies looking to better access and leverage enterprise knowledge and information. Coveo has successfully taken its years of expertise in enterprise search and information access and applied it to the customer service and support market in a way that has yet to be seen in the market. For that, we congratulate them on this well deserved, trend-setting award.”

Coveo’s Customer Information Access Solutions continue to receive market praise and recognition. Earlier this year Coveo was named a Leader in Contact Center Search by industry experts in the 2010 CRM Service Awards.

For more information, visit www.coveo.com, or register for our upcoming webinar on Thursday, August 26, 2010 to hear how customers are transforming customer service operations from award-winning to world class with Coveo.

About KMWorld
KMWorld (www.kmworld.com <http://www.kmworld.com> ) is the leading information provider serving the Knowledge Management systems market and covers the latest in Content, Document and Knowledge Management, informing more than 50,000 subscribers about the components and processes - and subsequent success stories - that together offer solutions for improving business performance. KMWorld is a publishing unit of Information Today, Inc. (www.infotoday.com)

About Coveo
Coveo is a leader in enterprise search-powered solutions. The Coveo Enterprise Search Platform and Customer Information Access Solutions help organizations generate more value from information and knowledge stored across the enterprise, in virtually any system, whether it resides in the cloud or on enterprise servers—all without moving data. Companies can also get started at no cost, with Coveo Expresso 2.0 Beta, Coveo’s free, entry-level enterprise search solution.

With Coveo’s unified indexing technology, companies gain an alternative to expensive system upgrades and integrations, and are able to harvest existing IT infrastructure while providing actionable insight into information and knowledge. Coveo helps companies to Stop Moving Data^TM by combining structured and unstructured data from virtually any enterprise system into a central index, and securely presenting the information in composite dashboards, helping to drive more value through multiple business processes.

Press Contact:
Kate Lukach, Coveo
973-723-6168
klukach@coveo.com

Coveo Announces Next Webinar: Enterprise Search 2.0 – Enhancing User Adoption to Save Lives at Children's Hospital Boston

Tue, 22 Jun 2010 00:00:00 -0400

WHAT:	Access to vital clinical care and institutional operations information is of paramount importance to Children’s Hospital Boston, one of the largest pediatric medical centers in the U.S. Simply put, accessing the right information impacts children’s lives. During this live webinar, you’ll learn about the process that Children’s Hospital Boston is undertaking to enhance user access and adoption throughout its SharePoint and Intranet sites with a single, unified index. You’ll also hear how Children’s Hospital is working with Coveo to provide critical, accurate information to its entire hospital staff, and how they advanced their strategy to Enterprise Search 2.0 with a laser focus on user adoption. Our speakers will also share best practices for increasing user adoption and examples of how other organizations are using Enterprise Search 2.0 capabilities to deliver value across the business.
WHO:	Shelley Norton, Head of Information Access Services, Children’s Hospital Boston Dominic Lajoie, VP of Services, Coveo
WHEN:	Tuesday, June 29, 2010 10:00 a.m. PDT/1:00 p.m. EDT
WHERE:	From your computer. As our guest, there is no cost to attend.
About Coveo Coveo is a leader in enterprise search-powered solutions. The Coveo Enterprise Search Platform and Customer Information Access Solutions help organizations generate value from information and knowledge stored across the enterprise, in virtually any system, whether they reside in the cloud or on enterprise servers—all without moving data. Companies can also get started at no cost, with Coveo Expresso 2.0 Beta, Coveo’s free, entry-level enterprise search solution. With Coveo’s unified indexing technology, companies gain an alternative to expensive system upgrades and integrations, and are able to harvest existing IT infrastructure while providing actionable insight into information and knowledge. Coveo helps companies to Stop Moving Data™ by combining structured and unstructured data from virtually any enterprise system into a central index, which is then accessed securely to drive more value through multiple business processes. Coveo’s more than 700 global implementations contribute to the success of, among many others, AmerisourceBergen, CA Technologies, Deloitte, GEICO, ESPN, Haley & Aldrich, Lockheed Martin, Odyssey America, P&G, Netezza, SNC-Lavalin, Sony Ericsson, IMS Health, SSQ Financial, and the U.S. Navy. Information and video demos are available at www.coveo.com. Press Contact: Kate Lukach Coveo klukach@coveo.com 973-723-6168