Coveo expands Salesforce product line

Coveo has unveiled Coveo for Salesforce Communities. Coveo explains its new application assembles personalized information from multiple social and knowledge sources and presents it in the context of members within Salesforce Customer Communities and Portals, helping members better collaborate and solve challenges via self-service, increasing customer satisfaction and loyalty while significantly reducing customer service costs.

Salesforce Communities is an online platform that enables rich collaboration between employees, customers, partners, suppliers and distributors. Organizations can create fully branded public or private communities that connect members directly with each other and with relevant content, data and business processes. Salesforce Communities is the only community platform that combines the power of social with mobile participation, trusted security and direct connection to business processes, Coveo says.

The Coveo application helps organizations to become more relevant to their customers, effectively reinventing self-service to increase customer engagement, call deflection and customer community collaboration. Coveo automatically recommends relevant content and experts (such as community MVPs) as customers interact with and search community and portal content, solving cases, answering questions and engaging with the appropriate content for their specific context.

Coveo says that in Communities and Customer Portal environments, members view content tailored to their profile, from all knowledge sources, including information contained in Salesforce Chatter and across the Salesforce Platform and beyond. Coveo unifies data and information from across an organization’s knowledge ecosystem, including cloud-based, on-premise and social sources. Coveo brings this unified information directly into the Salesforce Community, related to the member’s profile and context. Content and experts within additional websites; forums; knowledgebases; Microsoft Sharepoint; Google Docs; communities such as Lithium, Jive, Twitter; Web content management systems such as Sitecore and SDL; issue-tracking systems such as Jira and more, may be incorporated into the Salesforce Community without data migration or complex integrations, says Coveo.