3 mars 2015 | San Mateo, CA Et Ville de Québec, QC

Coveo Announces New Connectors to Unify Customer Information in Cloud and On-Premise Systems

Connectors for Microsoft Dynamics CRM, Oracle Knowledge, Lithium and YouTube help customer support organizations scale call center operations and increase self-service success

Coveo today announced the availability of several new and version-update Connectors for its leading Enterprise Search Platform. The Coveo Connectors further expand the opportunity for support organizations to leverage all of the rich, customer-relevant knowledge and information fragmented among multiple cloud and enterprise applications. Unified, contextual knowledge and data can now be unified across cloud and on-premise systems with Coveo Connectors for Microsoft Dynamics CRM, Lithium Online Communities, Oracle Knowledge, YouTube, Atlassian Confluence and JIRA.

Coveo Connectors are pre-built, production-ready integrations that enable indexing, or virtual unification, of unstructured and structured content from both cloud and enterprise applications. Coveo Connectors provide the scalability and real-time refresh capabilities for dynamic information mashups while respecting the security and permissions of each indexed system, ensuring that users see only information they have permission to view. Coveo Connectors virtually unify disparate, fragmented data into the Coveo unified index, where it is automatically enriched and can be unified with related information from vastly different systems and injected into the point of need.

Customer service organizations using Coveo Enterprise Search-powered applications, such as Coveo for Salesforce Service Cloud and Communities Editions or other Coveo customer service applications, can now securely unify data and knowledge stored within these applications with content from Salesforce and other cloud and on-premise applications to unify and present relevant customer, product and issue resolution information in context. With Coveo, support interactions become more relevant and effortless for customers and support agents alike.

  • The Coveo Dynamics CRM Connector unifies valuable sales, marketing and customer service data stored within Microsoft’s flagship CRM offering, with the rest of an organization’s fragmented data. With the Dynamics CRM Connector, a wide array of Dynamics CRM entities, including account, lead, opportunity, marketing campaign, product and service case information, can now be unified by Coveo Enterprise Search applications.  
  • The Coveo Oracle Knowledge (formerly Inquira) Connector brings the rich knowledge stored within an Oracle Knowledge instance, including content records, information on discussion boards and forums, and topics and messages, into the Coveo unified index, where it can be enriched and connected virtually with related information. The connector supports the Oracle Knowledge security model by indexing item permissions alongside the content, so users searching Oracle Knowledge retrieve only content that they have permission to see.
  • The Coveo Lithium Connector allows users to search and consolidate customer-facing knowledge and information from this cloud-based, social and community platform. The updated Connector can unify a wide range of Lithium content types, including communities, discussions, threads, categories, topics, comments, reviews and more.
  • The Coveo YouTube Connector brings together knowledge assets, such as product training videos, with all relevant customer and product data, vastly simplifying self-service interactions and powering support agents with preferred media. With this Connector, video content becomes part of the broad range of relevant information delivered by Coveo in the context of customer support interactions across multiple channels.

In addition, Coveo has also made significant enhancements to its existing Atlassian Confluence and JIRA Connectors. The Confluence Connector is now supported in the cloud, allowing Coveo for Salesforce customers to index and consolidate information from these data sources and make it available to customer service agents and customers. The Coveo Atlassian JIRA V2 Connector allows Coveo to index JIRA instances and unify content and knowledge, including items such as projects, issues, comments, attachments and more, allowing customer service organizations to access relevant bug tracking information.  

“Broad connectivity is a hallmark of the Coveo platform and applications,” says Laurent Simoneau, president and CTO of Coveo. “The new and updated Coveo-built Connectors further broaden our ability to securely unify the entire ‘ecosystem of record’ for mid to large organizations, delivering contextual customer knowledge and information within the service channel of choice.”

Coveo has also introduced a series of new and updated connectors in support of its Enterprise Search Platform, including new Connectors for PTC Windchill, Dropbox and RSS feeds and updates to its existing SharePoint Connector. These Connectors add to the company’s existing library of connectors for enterprise systems.  

Relations Médias

Samantha Demers
Directrice des communications
+1(514) 375-0126 ext.2679