16 juin 2015 | San Mateo, CA Et Ville de Québec, QC

Coveo Launches Intelligent Search in the Cloud

The first end-to-end, intelligent search as a service unifies fragmented information across cloud and on-premise system to deliver information that matters everywhere people work

Coveo today announced the launch of Coveo Cloud, the first end-to-end, intelligent search cloud platform delivering unified search as an enterprise-class service. Coveo Cloud, scheduled to be released in September, will accelerate and simplify search deployments and user adoption for faster time to value.

This new service will enable organizations to:

  • easily and securely unify data from disparate sources across the IT ecosystem (cloud and on-premise),
  • create ubiquitous search experiences wherever people work, and
  • recommend the most relevant insights from everywhere directly into the context of customers and employees.  

As Gartner Research Vice President and Distinguished Analyst Whit Andrews predicted in the report Smart Machines Will Change How Search Finds What You Need, While Proactive Search Will Find You, employees and customers expect organizations to deliver intuitive and knowledge-rich experiences: “Search in consumer service will expand and accelerate a transition to a proactive model where results will be offered without an explicit query.”  

“Coveo’s intelligent search service fills the gap between fragmented information across the IT ecosystem of record and today’s more digitally capable employees and customers,” said Coveo CEO Louis Tetu. “Upskilling people where they work and engage transforms performance to create new levels of economic value.”  

According to Coveo CTO and Founder Laurent Simoneau, “One of the most exciting areas of development for us is leveraging cloud efficiency to enable the automatic tuning of relevance via machine learning combined with powerful usage analytics. This is the future of search and will have important contributions to Coveo applications as we move forward. This capability has already been field tested to provide an “Amazon-like” experience for customers, without the extensive custom development of the past.”  

Coveo Cloud components will include: 
  • A secure cloud-based index that unifies cloud and on-premise content
  • A security framework that includes encryption at rest
  • Broad connectivity to a broad range of cloud and enterprise systems
  • Easily tunable relevance engine, by department, workgroup, and user context
  • JavaScript interface editor to quickly embed search components and enable intuitive search experiences
  • Usage analytics for crowd-sourced content curation and relevance, including machine learning to automatically optimize result relevance  

Coveo Cloud will speed the creation and go-to-market of intelligent search applications within popular enterprise platforms. Coveo for Salesforce, the first Coveo intelligent search application utilizing Coveo Cloud, is in use at many leading and high-growth organizations. Coveo for Salesforce Service Cloud and Community Cloud Editions securely bring relevant information from across the IT ecosystem into the context of customers and support agents, most often without an explicit query being conducted.  

Sonus Networks, a high-growth technology company that enables and secures real-time communications for the world's leading service providers and enterprises, uses Coveo for Salesforce to scale support organizations and increase customer engagement. Sonus CIO Bill Parks said, “As Sonus continues to grow, Coveo for Salesforce apps help us to scale our customer service operations while reducing costs and increasing customer satisfaction. As we continue our evolution toward a fully digital workplace, Coveo enables us to connect our information stores across our IT ecosystem with the contexts of both our support agents and our customers themselves, via the self-service channel they prefer.”  

Other customers are documenting significant achievements leveraging Coveo, from a 900 percent increase in website visitor engagement, to more innovative products with faster time to market, shorter training time for new employees and more effective customer support and self-service. At Salesforce, where Coveo delivers proactive insights to 900 service agents and all of its customers on its success community, case deflection has increased significantly and search relevance for support agents increased by 85% upon deployment.  

“We’re in a day and age where a technology ecosystem is a significant part of making customer engagement effective” said Paul Greenberg, author of CRM at the Speed of Light. "In that context, intelligent search becomes interesting because it operates like a glue connecting data from systems of record and systems of engagement and comes up with knowledge that is actually valuable for helping to determine the outcomes that customers are looking for. Making it a cloud service rather than merely an on-premise technology simplifies the equation for customer-focused organizations to leverage useful knowledge and expertise from what Coveo CEO Louis Tetu calls ‘the full ecosystem of record.’ This benefits both employees who get access to the knowledge for insights to help them decide on a course of action with customers, and via self-service, the customers, who get the information they are looking for as fast as they need it. That's good stuff, truly."  

Quelques mots sur Coveo

Coveo transforme les pratiques d’entreprise en maximisant la pertinence des informations et en améliorant les connaissances des employés grâce à sa technologie de recherche intelligente, partout où les clients interagissent et où les gens travaillent. Les applications de recherche intelligente de Coveo exploitent la puissance des informations fragmentées à travers l’écosystème TI d’une entreprise, en mode serveur ou infonuagique, pour faire ressortir ce qui compte vraiment : l’information adéquate, les personnes, les produits et les services au moment voulu. Reconnue par Gartner comme le leader le plus visionnaire dans les technologies de recherche d'entreprise et comme leader dans la catégorie Big Data Search and Knowledge Discovery par Forrester Research, Coveo propose des applications de recherche intelligente permettant aux entreprises d’offrir des solutions de libre-service, de développer des centres de service à la clientèle performants, et de cultiver la collaboration à travers toute une organisation. Grâce aux normes de sécurité les plus élevées de son industrie, à la connectivité la plus étendue, et à un contrôle constant de la pertinence et de la configurabilité, Coveo supprime la complexité pour livrer une information efficace et rapide, à chaque fois, avec la seule plateforme de recherche intelligente entièrement intégrée en mode infonuagique. La clientèle de Coveo comprend plus de 1 500 sociétés internationales, de moyenne ou de grande taille, réparties dans un grand nombre d’industries. Coveo crée des partenariats avec certains des plus grands écosystèmes TI pour entreprises au monde, comme celui de Salesforce, où des informations contextuelles émanant de l’extérieur de la plateforme s’avèrent essentielles pour offrir une expérience de recherche unifiée à leurs clients. Pour plus d’informations, veuillez visiter www.coveo.com, et nous suivre sur le blogue Coveo et nos comptes LinkedInTwitter et YouTube.

Relations Médias

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

Relations Médias

Colin Beasty
Responsable de la participation des médias, Coveo
media@coveo.com
+1(514) 375-0126 ext.2655