February 20, 2019 | San Francisco, CA and Quebec City, QC

Quest Software Selects Coveo to Transform Customer Experience with AI

Company chooses AI leader after competitive review process to bring more relevance to its website and customer self-service experiences.

Coveo, a market leader in AI-powered business solutions, today announced that Quest Software, a global systems management, data protection and security software provider, has chosen Coveo to transform its online customer experience with an enterprise-wide implementation of the company’s AI-powered search and recommendations technology.

Quest Software had a tight timeline to select and deploy a replacement for its corporate website and customer self-service portal, while still ensuring the new solution aligned with the company’s high standards and goals for ensuring the highest level of customer experience and security.

“Relevance is critical to our customer success strategy,” said Yaseen Mohammed, Senior Manager, Information Technology, Quest. “Quest’s worldwide technical support team is heavily reliant on intelligent search and recommendations capabilities to provide quality support and enable self-service capabilities for all our customers. What sets Coveo apart from other vendors we evaluated is Coveo’s AI feature set along with their ability to meet our deadlines, deliver rapid time to value, and assist with the implementation by leveraging Coveo’s professional services.”

Recognized as a leader in the Gartner July 2018 Magic Quadrant for Insight Engines* and The Forrester Wave™: Cognitive Search and Knowledge Discovery Solutions, Q2 2017, Coveo’s mission is to enable world-class digital businesses and transform the way people interact with them, through AI, search and analytics technologies, enabling personalization at scale. By unifying both content and interactions, Coveo enables companies like Quest to ensure every customer, partner and employee has contextually relevant information right at the point of need, on their website, customer community, intranet and more.

“We are honored to have been chosen by Quest Software to deliver such a transformative project,” Coveo CEO Louis Tetu said. “Bringing AI, recommendations and relevance to the company’s major digital properties will transform the experience that customers have with their brand.”

The Quest team was impressed by the depth of insights provided by the Coveo platform compared to the lack of visibility they had with prior tools. Coveo’s robust usage analytics enable the Quest Support and Marketing Operations teams to receive valuable, detailed insights into their customers’ behavior on their websites, enabling them to rapidly adjust and continuously improve their experience - a key tenet of the Knowledge-Centered Service methodology that the 500 technical support agents on the Quest support team follow.

“Enhancing our execution of Knowledge-Centered Service™ (KCS) continues to be a strategic Support initiative at Quest and Coveo’s AI-powered search built for KCS was a key factor in our selection of Coveo,” said Jerid Johnson, Senior Director of Worldwide Support, Quest.“Implementing Coveo will enable us to maximize usage of our valuable knowledge content and help increase self-service adoption and customer success.”

About Coveo

Make business personal.

Coveo uses AI and intelligent search technologies to personalize millions of digital experiences 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, intranets and digital properties and apps effortless, content-rich and effective. Coveo is also embedded in many leading business applications from vendors including Salesforce, Sitecore, ServiceNow, Dynamics 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.

Knowledge Centered Service (KCS) is a registered trademark of the Consortium for Service Innovation.

Gartner Disclaimer

Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s research organization and should not be construed as statements of fact. Gartner disclaims all warranties, express or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

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Rachel Schultz
Director, Communications
418-263-1111 x2625

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