September 12, 2012
Coveo, the Quebec-based company has announced the launch of Coveo for Salesforce. Coveo transforms users’ and companies’ ability to gain insight from overwhelming amounts of diverse, unstructured and structured data across systems — on-premise, in the cloud and in social channels. The goal is more efficient customer service, increased sales, shorter sales cycles, faster innovation for better product development and increased profitability. Coveo’s unified indexing technology securely connects with and crawls systems to create a virtual integration layer, by federating and normalizing structured and unstructured information.
The Company’s three lines of business bring insight to CRM (Customer Relationship Management) and Contact Centers for sales & service, WCMs (Web Content Management) for one-to-one marketing, and Enterprise Content for engineering and operations. Coveo role-based Insight Consoles(tm) provide advanced navigation into consolidated, correlated information mashups, within applications, including Coveo for Salesforce. Coveo’s has more than 400 customers, such as CA Technologies, YUM!Brands, GEICO and Boston Children’s Hospital.
Coveo for Salesforce provides enterprise a unified indexing engine in the hands of end users, through a limited free trial offer activated by end users, in the cloud.
Salesforce administrators can start gaining relevant insight from diverse systems including Microsoft SharePoint, Twitter, Gmail, Websites, Microsoft Exchange, Lithium and more, directly within Salesforce. Additionally, Coveo for Salesforce brings together information from across the Salesforce infrastructure, including Service Cloud and Sales Cloud, and Salesforce Knowledge.
According to Louis Tetu, CEO of Coveo, this new product should facilitate the dissemination of knowledge about customers across the organization: “Our vision is to bring highly relevant information from anywhere, to any system, to help employees work smarter and faster, through better and more relevant insight. We are starting with Coveo for Salesforce and our early indications are that this undoubtedly is a game changer, keeping users within Salesforce and making the platform even more valuable for them. For years, CRM has promised the 360-degree view of a customer or case — and yet systems continue to proliferate and fragments of that information exist in many of them, as well as in social media and online communities. Our advanced indexing technology makes bringing this data together instantly and securely a welcome reality for Salesforce users.”
Bruce Rogers, Chief Insights Officer of Forbes Media, pinpoints: “Coveo’s technology has the potential to fuel the next quantum advance in business productivity achieved by increasing the value that companies generate from their existing knowledge as well as related crowd-sourced knowledge.”
Industry analyst, Michael Maoz, VP of Gartner, suggests: “The opportunity and need is out there for an approach that delivers highly relevant, intelligent knowledge in real time, regardless of its location. Knowledge has to be delivered to the right person, using any device or channel, to enable companies to excel as never before in engaging the customer.”
Customer Relationship Management software are very popular these days. CRM seems to be a real and decent solution for companies to increase sales. Salesforce.com’s is surely benefiting from this popularity; the stock increased 687% since its IPO in 2004. According to Forbes, Salesforce is the most innovating firm in the world.
CRM seems to have surpassed the status of a management fad. Total Quality Management (TQM) and BPR (Business Process Reengineering) are some management fads that resulted in many negative consequences for organizations.