Coveo Solutions Inc.’s indexing engine and business intelligence tools will now be available in the Salesforce.com cloud.
The Canadian company announced Coveo for Salesforce on Sept. 10, a product it says will be fully integrated into the popular online CRM platform and will have the capability to draw together unstructured data from multiple sources and index it. It will also be capable of making intelligent suggestions for finding new prospects and expertise across different online data sources.
The software can index information from social media sites like Twitter and Facebook, email and online storage sites like DropBox. It will be available initially as a 30-day trial and then be priced in three editions, ranging from $30 a user for a base package up to $120 a user for more advanced functionality. The higher-end packages will users to tap into a wider range of data sources.
Louis Tetu, CEO of Coveo, said the product is the first tool of its kind that is integrated directly into Salesforce. “We are enabling an entirely new paradigm to federate information on demand,” he said. “And that paradigm means that we don’t have to move data, we’re just pointing…secure indexes to that information.”
Users of the technology that need information delivered in real-time, such as customer-facing companies, will be able to get it rapidly — within 100 milliseconds — he added. This will help solve the common problem of consumers dealing with contact centres that cannot pull up their information in a reasonable period of time.
Tetu said the technology behind the indexing process is “not a trivial science” and the company faced a big challenge in terms of getting their software to operate securely in the cloud. Coveo also made a big effort to create “frictionless provisioning” for new users, allowing them to sign up for the initial 30-day trial as easily as possible, Tetu added. “You need to a lot of things to get there. It’s a massive investment on the part of Coveo to get there.”
Tetu said the Salesforce.com integration is “by and large, the greatest product offering and investment we’ve ever undertaken.”