Blog Coveo Insights

With Thanks to Our Partner Community

Posted by Marie-Michèle Caron on August 22, 2014

Thanks to our partnersWe have received incredible support from our partner community since Gartner positioned Coveo as the most visionary leader in its Magic Quadrant for Enterprise Search last month.

Over on its company blog, our strategic technology partner Lexalytics discussed the new Quadrant, highlighting the implications of Gartner’s increased focus on contextualization in the enterprise search space. Coveo is a proud partner of Lexalytics; its powerful text analytics capabilities paired with Coveo’s search and relevance technology empowers organizations to streamline knowledge access by enriching, interrelating, and contextualizing diverse enterprise data sources. Read the full post from Lexalytics’ marketing manager, Mekkin Bjarnadottir. Read more and comment »

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Power Your Customer Service with Unified Search-Driven Knowledge

Posted by Tucker Hall on August 7, 2014

Omni-Channel Customer ServiceCustomers are more mobile and socially networked than ever before, and they are empowered to engage with companies across a growing number of channels — from self-service portals and contact centers, to social media and field service engagements. Today’s savvy customer expects (and deserves) a seamless and consistent service experience across all of these channels. Omni-channel customer service has now become essential for companies hoping to maximize customer engagement, satisfaction, and retention.

Successful omni-channel customer service can prove difficult regardless of the specific technologies and systems an organization has in place. That’s because success demands that customers and support personnel alike have swift, intuitive access to the case-resolving knowledge and expertise they need, when and how they need it. Makers of CRM systems and other customer service solutions often can’t deliver this knowledge access because they fail to appreciate three of the following truths, which we outline in greater detail in our solution brief, Search-Driven Knowledge & Salesforce to Power Customer Service: Read more and comment »

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I Have Preferences, Therefore I Am: Embracing Knowledge Diversity With an “Intranet of Everywhere”

Posted by Tucker Hall on June 26, 2014

Intranet of Everywhere EraDuring a webinar last week, we explored how companies have been able to overcome knowledge-access and intranet-adoption challenges by embracing a search-driven “Intranet of Everywhere.” Intranets have seen much evolution in the 20+ years they’ve been around, but one of their core objectives from the start—to connect workers with the knowledge they need, when and how they need it—is rarely achieved even today. Poor knowledge access and “abandoned” intranets are the result.

That’s because traditional intranets do not appreciate the truly dynamic nature of modern work, and the sheer volume, velocity, and variety of knowledge and expertise this new type of work creates. Mobilized, socially networked, and “always on” workers are collaborating and sharing knowledge across a diverse and ever-evolving mix of productivity, messaging, and collaboration tools. Corporate intranets that do not synthesize and analyze these diverse knowledge streams in real-time and enable secure, efficient, and intuitive access to this knowledge will simply not succeed. Read more and comment »

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