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Coveo Launches New and Updated Enterprise Search Connectors
Connectors for Microsoft Dynamics CRM, Oracle Knowledge, Lithium, YouTube help customer support organizations scale call center operations and increase case deflection
Posted Mar 3, 2015
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Coveo today released connectors for cloud, social, and CRM systems for Version 7 of its 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 with Coveo Connectors for Microsoft Dynamics CRM, Lithium Technologies, Oracle Knowledge, YouTube, and 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. Connectors bring facsimiles of 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 unify data and knowledge stored within these applications with content from Salesforce and other applications to unify and present customer, product, and issue resolution information in context.

The Coveo Dynamics CRM Connector unifies sales, marketing, and customer service data, including account, lead, opportunity, marketing campaign, product, and service case information, stored within Microsoft's CRM offering with the rest of the organization's fragmented data.

The Coveo Oracle Knowledge (formerly Inquira) Connector brings 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 Connector supports Oracle Knowledge versions 8.4 to 8.5.

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 RSS Connector brings together knowledge assets, such as product training videos, with all relevant customer and product data.

In addition, Coveo has also enhanced its Atlassian Confluence and JIRA Connectors. The Confluence Connector is now supported in the cloud, allowing Coveo for Salesforce users to index and consolidate customer information from these data sources and make them available to customer service agents and customers via that Salesforce Service Cloud and Salesforce Community interfaces. The connector supports Confluence versions 2.0 through 5.0.

The new Coveo Atlassian JIRA V2 Connector allows Coveo to index JIRA instances and unify content and knowledge, including projects, issues, comments, attachments, and more, thus allowing customer service organizations to access relevant bug tracking information. The Atlassian JIRA Connector support JIRA versions 5.2 to 6.3.1.

"Broad connectivity is a hallmark of the Coveo platform and applications," said Laurent Simoneau, president and chief technology officer at Coveo, in a statement. "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 and updated a series of additional releases in support of its Enterprise Search Platform, including new Connectors for Dropbox and RSS feeds and updates to its existing SharePoint Connector.

The Coveo Dropbox Connector allows users to retrieve folder and file information from Dropbox accounts owned by single users, including Dropbox folders, files and revisions. The Connector supports incremental refresh to periodically query Dropbox for the latest updates, keeping indexed content up-to-date.

The Coveo RSS Connector allows users to bring RSS feed content into the Coveo unified index to make it searchable. This includes retrieving and indexing RSS feeds, channels and items, and supports an automatic refresh capability.

The new version of the Coveo SharePoint Connector improves Coveo's ability to unify information from SharePoint environments operating within large-scale data centers. Users can now use Coveo Enterprise Search Platform to index information from one or multiple SharePoint farms into the unified index. The enhanced connector allows IT organizations to crawl and index complete SharePoint farms or specific sections, such as Web applications, site collections Web site lists, or document libraries.

"Coveo is committed to building and maintaining our Connector stable for the most prevalent enterprise systems, both cloud and on premises, to provide the important unification of data that is required by the digitalized workplace," Simoneau said. "Bringing highly relevant content and experts from such key applications directly into the context of employees, customers, and partners helps everyone gain new skills at the moment of need to transform operations."


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