December 16, 2015 | San Mateo, CA And Quebec City, QC

Genesys Selects Coveo for Salesforce to Facilitate Exceptional Customer Engagement the KCS Way

Coveo, a recognized leader in intelligent search, today announced that Genesys, a leading provider of omnichannel customer experience and contact center solutions, has selected Coveo for Salesforce Service and Community Clouds to scale its customer service organization while enabling KCS (Knowledge Centered Support) best practices to further streamline operations.

Following its deployment of Salesforce, Genesys required powerful intelligent search to unify information from multiple sources and deliver knowledge that matters to customers and agents via the Salesforce Service and Community Clouds while facilitating KCS best practices.

Coveo for Salesforce was selected for:

  • Unifying case-resolving information from across the Genesys IT ecosystem via integration with various knowledge repositories, including Salesforce Knowledge, Web Pages and more.
  • Enhancing problem solving and knowledge creation by automatically surfacing relevant information within the agent’s flow of work. Key pieces of functionality included:
    • Attach case-resolving content surfaced by Coveo to cases for faster resolution
    • Create a Salesforce knowledge base article based on content surfaced by Coveo

“For Genesys, it’s about delivering a better customer experience by empowering our support agents and customers to simply view the information they need to resolve issues,” said Roger Farr, Knowledge Program Manager at Genesys. “Coveo’s KCS-aligned designation was important to us, as it facilitates knowledge engagement and creation as a byproduct of solving issues based on content demand and usage, two of the key principles of KCS.”

Coveo for Salesforce increases the effectiveness and efficiency of support organizations by injecting contextually relevant knowledge when and where it’s needed, regardless of where the information resides. Coveo unifies information from across a company’s IT ecosystem of record and delivers what matters to customers and agents within the context of their work. Coveo for Salesforce - Community Cloud Edition helps customers easily solve their own cases by proactively suggesting case-resolving knowledge while Coveo for Salesforce - Service Cloud Edition allows customer support agents to faster and more accurately serve customers by injecting case-resolving content and experts into the Salesforce UI as they work, related to the case at hand.

Coveo for Salesforce continues to see accelerated market recognition and demand, experiencing strong quarter over quarter growth and winning a 2015 CRM Service Leader Award from CRM Magazine. Coveo for Salesforce recently received the Knowledge Centered Support (KCSsm) Aligned designation from the KCS Academy of the Consortium for Service Innovation for providing capabilities that complement and/or enable KCS best practices across both Salesforce Service and Community Clouds.

About Coveo

Coveo is on a mission to transform business by engaging customers with greater relevance and upskilling employees with intelligent search, where and when they work and interact. Coveo Intelligent Search Apps unleash the power of fragmented, disparate information from across the enterprise IT ecosystem, cloud and on-premise, to surface and recommend what matters: relevant information, people, products and services. Recognized as the Most Visionary Leader in Enterprise Search by Gartner and as a leader in Big Data Search and Knowledge Discovery by Forrester, Coveo intelligent search allows companies to succeed at self-service, create high performance contact centers, and cultivate company-wide collaboration. With the search industry’s highest security standards, broadest connectivity and greatest relevance, Coveo removes complexity to make intelligent search work, quickly and effectively, with the only end-to-end intelligent search platform in the cloud. Coveo has more than 1500 activations in mid-to-large size, global organizations across multiple industries. Coveo partners with some of the world’s largest enterprise technology ecosystems, such as Salesforce, where contextual insights from outside the platform are critical to delivering a unified experience for their customers. For more information, please visit, and follow us on the Coveo blogLinkedInTwitter, and YouTube.

Media Contact

Samantha Demers
Communications Director
+1(514) 375-0126 ext.2679