Coveo has introduced Coveo for Salesforce.com as a way for Sales and Service Cloud users to gain relevant, contextual information around customers or prospects.
Powered by Coveo's search and unified indexing platform directly embedded in the Salesforce.com user interface, Coveo for Salesforce.com gives sales or customer service reps access to customer or prospect interactions timelines and history, broad knowledge search, and access to information spanning social media sites and email. Users can automatically link objects to suggest similar accounts and actions, with the ability to identify internal and external experts dynamically based on their work and communication histories.
"Our goal is to intelligently federate information within an anchor application such as Salesforce.com to deliver more value," Louis Tetu, CEO of Coveo, told CRM. "It just so happens that by doing that, we [recently] increased in sixty days the capacity of a call center by eight percent."
The true power of a unified index, according to Tetu, is the ability one has to launch a query and find out contextual information regarding a customer or a product with the capacity to search multiple records simultaneously.
"One of the things that's particularly important when you search—and we've taken that to the extreme—is navigation," he says. "You don't know what the customer is going to ask [in a case management situation], so it's increasingly difficult for companies to curate knowledge that tries to predict every question."
The range of insight available to Coveo for Salesforce.com users is gleaned from as diverse a system and sources as Microsoft SharePoint, Lithium, and Twitter. Users gain access to unstructured and structured data through a cloud-based application that can be activated, without a download, through the Salesforce AppExchange.
Coveo's core strength is its ability to index structured and unstructured data that resides in documents and points of communication like emails and call transcripts, in order to process content and identify key themes, named entities like product and people names, and product codes in order to keep content up-to-date from systems that don't necessarily talk to each other, Tetu notes.
It's key to point out that "we don't do that by integrating systems or by moving or importing data," Tetu remarks. "When Google crawls your Web site, they're not moving data. They're taking a snapshot of it. They know where to point to it. That's an index. It becomes flexible after that in terms of what you can do with it."