Coveo, recognized in the Gartner Magic Quadrant for Insight Engines as one of the highest for execution and the furthest for innovation in the leaders quadrant, and named a leader in The Forrester Wave™: Cognitive Search and Knowledge Discovery Solutions, Q2 2017, has just announced the official release of Coveo for Microsoft Dynamics 365.
A proven and trusted vendor of AI-powered search and relevance for customer interaction and CRM solutions, Coveo’s seamless integration with the Microsoft technology stack now creates a transparent user experience that offers Coveo’s AI-powered capabilities directly within Microsoft Dynamics’ built-in global search box. Companies can now connect all their content sources across their organization, into a single unified search, that returns contextually relevant results and recommendations within Microsoft Dynamics 365 no matter where that content resides.
Coveo now enables Microsoft Dynamics 365 customers in Sales and Customer Service scenarios to access a wide range of content from many systems of record, within the Dynamics 365 interface. "Microsoft is committed to delivering continued innovation to our intelligent business applications,” said James Phillips, Corporate Vice President, Microsoft Business Applications Group. “With this integration of AI-powered search delivering relevant and unified content from both inside and outside Dynamics 365, Coveo can help our customers to increase productivity and drive a more informed decision-making process."
Microsoft Dynamics 365 customers also benefit from Coveo's Machine Learning which continuously improves search results and recommendations by harnessing the behavioral patterns and journeys of people interacting with content. It automatically optimizes the results based on users’ context and proactively recommends relevant content that is likely to drive better results. Creating personalized experiences that responds with the most relevant content and proactively suggests additional supporting content they may find useful is critical to improve sales and customer experiences. It reduces case resolution time, improves Customer Satisfaction Scores (CSAT), and increases overall agent or salesperson proficiency.
Additionally with Coveo’s search technology, Microsoft Dynamics 365 customers can now personalize the search experience that best corresponds to their needs. They can easily tailor search layouts, filtering options, indexing and ranking options through a graphical User Interface. They can also explore search activity and behavior through comprehensive usage analytics and visualization dashboards to gain insight and identify content gaps to drive continuous improvement.
Nicolas Bordeleau, Vice President of Products at Coveo stated, “At the core of every company is a mission to better the lives of their customers. In order to do so they must be relevant at every encounter. It is Coveo’s mission to help our customers deliver on their brand promise and we pride ourselves on working with the very best to facilitate seamless end-to-end experiences.” He continued, “We are excited to welcome Microsoft Dynamics 365 as a CRM partner and look forward to bringing an unparalleled layer of relevance and personalization to the Microsoft ecosystem.”
An early adopter of the new offering, Tyler Technologies, has started their journey with Coveo and is already demonstrating some positive results. “We’re pleased to have been an early adopter of Coveo for Microsoft Dynamics 365. Even though we’ve only been live with Coveo for a few months, we’ve already seen direct ROI from this project through measurable improvement of our first contact resolution”, says Patty Leino, Senior Support Service Manager at Tyler Technologies. She added, “The word around here is that Coveo is genius: it’s been a lifesaver for our support agents already, and we’re continuing to see new benefits”.
To learn more about Coveo for Microsoft Dynamics 365, or how to inject AI-powered relevance into your support community, visit www.coveo.com/dynamics.
Make business personal.
Coveo uses intelligent search and AI technologies to personalize every digital experience for customers, partners, dealers, and employees. Coveo combines unified content, unified interactions and machine learning to deliver relevant information and recommendations across every business interaction, making websites, ecommerce, contact centers and intranets effortless, efficient and content-rich. Coveo is also embedded in many leading business applications from vendors including Adobe, Microsoft, Salesforce, Sitecore, Xero and more. Coveo partners with the world’s largest enterprise technology players and has more than 1,500 activations in mid-to-large sized global organizations across multiple industries.
Coveo is a trademark of Coveo Solutions, Inc.