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September 10, 2012

Coveo Launches Salesforce-related Search, Indexing and Content Federation Solution

By Paula Bernier, Executive Editor, TMC

Coveo (News - Alert) today announces the release of Coveo for, a search and indexing solution that lets users of the popular CRM solution to leverage data from a variety of outside sources.

“There is now a radical technology that is radically better for dealing with the information clutter,” says Coveo CEO Louis Tetu.

“It’s the productization of our solution, deeply embedded in Salesforce,” he says. “It lets Salesforce users bring together and federate any outside content directly into Salesforce in a contextualized fashion.”

That’s important, the company explains, because “it transforms Salesforce users' ability to gain the most relevant insight from diverse and overwhelming amounts of unstructured and structured data, from anywhere – social, cloud or on-premises – directly within (News - Alert). The solution creates 360-degree views of customers, cases and prospects with data from custom fields as well as outside of”

Tetu says that few companies competently do content indexing, as it’s a difficult science to launch secure crawlers into large data sets, but “that’s what we do, and we do it very well.” And now, with this new offering, Coveo allows indexing of various sources of information and brings that together on a Salesforce screen, saving a lot of time in the process, he says.

The alternative is to use APIs and do system integration – importing information from other data sources like Jive customer communities, SAP (News - Alert), SharePoint, and various other sources and databases. But because relevant information is everywhere and is ever-changing, this is not the best approach, says Tetu.

Businesses interested in trying the Coveo approach are invited to do 30-day trials of the solution, which can be launched with just a few clicks of the mouse. At that, Coveo launches crawlers from the cloud and automatically prompts users for additional content they want to federate.

This solution can address a variety of use cases, including sales and contact centers. Tetu says Coveo solutions have improved call handling at contact centers from 5 to as high as 10 percent.

Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO West 2012, taking place Oct. 2-5, in Austin, TX.  Stay in touch with everything happening at ITEXPO (News - Alert). Follow us on Twitter.

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