Blog Coveo Insights

Coveo Innovations Part 3: Social, Search, and Service

Posted by Tucker Hall on April 18, 2014

customer service and search

When thinking about the relationship between our organization’s customer service operations and the conversations taking place about our company on social media channels, it’s hard to overstate how truly connected they are. In our social-media savvy world, so many conversations about brands take place independent of the companies themselves, within channels and networks over which they have no control.  Customers are more empowered than ever to use social platforms like Twitter, Facebook, and Linkedin to voice their opinions, compare products and experiences with peers, seek help, and so on.  For many companies, these are exciting and nerve-wracking times.

Will companies ever really be able to control these conversations? Not so much.  Should companies recognize the incredible potential value of this grass roots conversation and commit resources to ensure they are proactively engaging in these conversations? Absolutely. Read more and comment »

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Coveo Innovations Part 2: Where Should Your Enterprise Search Solution Reside? The Choice Should Be Yours

Posted by Tucker Hall on April 8, 2014

Continuing our series on Coveo technology innovations, let’s next explore options for delivering secure, unified information access when that information resides both on-premise and in the cloud.

Most organizations these days utilize some mix of cloud and on-premise technologies. Even companies that handle highly sensitive and private information or work in highly regulated industries have begun to embrace the cloud in various ways. More often than not, a “hybrid” IT infrastructure is now the norm.

To empower knowledge workers with the ability to find and explore the information they need to do their jobs efficiently, an effective enterprise search solution will securely crawl all of these systems – wherever they reside – and build a single, unified index of the organization’s content. Within this unified index, the solution will not only associate (and honor) all of the native permissions for each source system, but it will also identify themes and connections within the content itself, and enrich the index with intelligent metadata to help makes things (and people) more findable. This enriched index then serves as the “intelligent data layer” for all of the various role-specific search interfaces and search-based applications the organization deploys for knowledge workers. Read more and comment »

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Coveo Innovations: Mobile Focus

Posted by Richard Tessier on February 26, 2014

This post begins a series of short blogs on Coveo technology innovations in 2013 and a few sneak peaks at what’s planned for 2014, with a focus on the four hallmarks of Coveo’s Search & Relevance Technology: Connectivity, Unified Indexing, the Relevance Engine and User Engagement. Our first post focuses on User Engagement, via mobile devices.

Because people want and need to access information and knowledge wherever, whenever, Coveo in 2013 developed a new JavaScript search interface with the Responsive Web Design (RWD) approach. This allows our customers and partners to easily implement interfaces that adapt based on the user device (desktop, smartphone, tablet, etc.) and that reorganize UI elements to make the most of available screen real estate.

On a plane, just landing—delayed as usual– to meet a big client? No problem preparing for your meeting, just pull out your mobile device and gain a 360 view of the customer you’re about to meet, including up-to-the-minute communication with anyone at your company. Read more and comment »

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In 2014, Knowledge Management is an oxymoron!

Posted by Louis Têtu on February 18, 2014

Knowledge can’t be managed. Knowledge is everywhere, buried in the confines of the organization, within stovepipes of systems and silos, but also woven in the minds of people. In fact, it is people not systems who possess knowledge and decide on its relevance according to the context of what they are working on.

But Knowledge is also paradoxically one of the most important assets of any organization, and an asset that will yield returns only when re-used, when the sum of each employee and customer can tap into what people know and the information that the company knows, every time.

The idea that knowledge can be managed as a predictable and transferable commodity has narrowed the scope of thinking around how to best re-use knowledge across organizations. Hence the concept of Knowledge has been confused and reduced to information and documents. In fact, anecdotally still states “Content, document and Knowledge Management” as part of its own logo, another simple sign of how the business world understands the topic. Read more and comment »

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The Next Generation of Search & Relevance Developers Shine at Coveo Blitz 2014

Posted by Marc Sanfaçon on February 10, 2014

When you’re a fast-growing search & relevance provider, your business has to be fueled by a passion and energy that exudes from the entire company. Translated to the development team, that passion can manifest itself into industry-changing innovation and technology.

One of the most exciting ways to attract energy and interest is to reach out to the local community through a developer competition. Ours is called Coveo Blitz. Now in its fourth year, the competition gets bigger and bigger, as 64 young developers traveled to our offices to compete in a channel of skill, speed and creativity. After this year’s competition, I am very excited about our future developers!

Sixteen teams – from universities across Quebec – spent an entire day at our offices, working collaboratively to develop a fast, accurate and intuitive search engine that indexed a music database. Queries were designed to find songs, artists, genres and albums, all with a user interface that was aesthetically pleasing and intuitive to use. The competition was broken out into four checkpoints, where teams had their engine evaluated by an automated corrector created by Coveo’s experienced developers. We had three big-screen monitors on display, tracking each team’s progress, achievements and showing the leaders in real time. It made for a highly competitive and exciting day of development! Read more and comment »

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