Coveo announced the Early Access release of Coveo for Microsoft Dynamics 365, for use in customer service and sales departments. Coveo was recently recognized in the Gartner Magic Quadrant for Insight Engines as one of the highest for execution and furthest for innovation in the leaders quadrant; and was named a leader in The Forrester Wave™: Cognitive Search and Knowledge Discovery Solutions, Q2 2017.
A proven and trusted vendor of AI-powered search and relevance for customer service solutions, Coveo allows organizations to deliver contextually relevant, unified search results from content both inside and outside Microsoft Dynamics 365. Coveo’s AI-powered search, machine learning and usage analytics brings relevance to every interaction customers, partners and employees have with an organization. It continuously learns from every query and interaction, leads users to better outcomes, and gives insight to deliver better customer service and richer content.
With the latest iteration, users can now access and unify content from outside sources from within Microsoft Dynamics 365 for Customer Service and Sales. By injecting its AI-powered capabilities, Coveo for Microsoft Dynamics 365 now enables enterprises to provide a seamless search experience to their support agents, or directly to their customer communities. Businesses can create a search experience that responds with the most relevant content to the question at hand, proactively suggests additional supporting content they may find useful, as well as personalized recommendations based on predictions drawn by learning from similar user journeys. This directly boosts case deflection rates, improves Net Promoter Scores (NPS), and increases overall agent proficiency for Dynamics 365 customers.
“We are excited to offer Early Access to Coveo’s AI-powered capabilities for the Dynamics 365 community using CRM and to further build on our strategic partnership with Microsoft”, states Gauthier Robe, Vice President of Products at Coveo. “Our current CRM partners and customers have been able to create new, innovative solutions as a result of incorporating Coveo’s technology and we look forward to seeing how the Microsoft community integrates these new solutions.”
Early access users will benefit from extensive integration with third-party apps and tools that create a truly unified experience by bringing all external, non-Dynamics content from sources like Sharepoint, OneDrive, Lithium and more into Dynamics 365.
Coveo for Microsoft Dynamics 365 offers customers and partners within the Microsoft ecosystem an easier route to introduce relevant recommendations within their CRM deployments.
Coveo has collaborated with key members of Microsoft’s SI community such as Avanade, a Microsoft Alliance SI partner of the year ten years running, while working on this latest iteration. “Avanade has had great success delivering digital customer experiences centered around Coveo search, experiences that help customers find products and knowledge and that get better with every use through the power of artificial intelligence.” said Florin Rotar, SVP Digital Platforms, Services & Offerings at Avanade. “We are excited to see the introduction of Coveo for Dynamics 365 which allows Avanade to create more relevant customer experiences and empower the digital workforce.”
To learn more about Coveo for Microsoft Dynamics 365 in customer service or sales, or how to inject AI-powered relevance into your support community, visit www.coveo.com/dynamics.