Quest Software Selects Coveo to Transform Customer Experience with AI

Coveo, a market leader in AI-powered business solutions, today announced that Quest Software, a global systems management, data protection and security software provider, has chosen Coveo to transform its online customer experience with an enterprise-wide implementation of the company’s AI-powered search and recommendations technology.

Quest Software had a tight timeline to select and deploy a replacement for its corporate website and customer self-service portal, while still ensuring the new solution aligned with the company’s high standards and goals for ensuring the highest level of customer experience and security.

“Relevance is critical to our customer success strategy,” said Yaseen Mohammed, Senior Manager, Information Technology, Quest. “Quest’s worldwide technical support team is heavily reliant on intelligent search and recommendations capabilities to provide quality support and enable self-service capabilities for all our customers. What sets Coveo apart from other vendors we evaluated is Coveo’s AI feature set along with their ability to meet our deadlines, deliver rapid time to value, and assist with the implementation by leveraging Coveo’s professional services.”

Recognized as a leader in the Gartner July 2018 Magic Quadrant for Insight Engines* and The Forrester Wave™: Cognitive Search and Knowledge Discovery Solutions, Q2 2017, Coveo’s mission is to enable world-class digital businesses and transform the way people interact with them, through AI, search and analytics technologies, enabling personalization at scale. By unifying both content and interactions, Coveo enables companies like Quest to ensure every customer, partner and employee has contextually relevant information right at the point of need, on their website, customer community, intranet and more.

“We are honored to have been chosen by Quest Software to deliver such a transformative project,” Coveo CEO Louis Tetu said. “Bringing AI, recommendations and relevance to the company’s major digital properties will transform the experience that customers have with their brand.”

The Quest team was impressed by the depth of insights provided by the Coveo platform compared to the lack of visibility they had with prior tools. Coveo’s robust usage analytics enable the Quest Support and Marketing Operations teams to receive valuable, detailed insights into their customers’ behavior on their websites, enabling them to rapidly adjust and continuously improve their experience - a key tenet of the Knowledge-Centered Service methodology that the 500 technical support agents on the Quest support team follow.

“Enhancing our execution of Knowledge-Centered Service™ (KCS) continues to be a strategic Support initiative at Quest and Coveo’s AI-powered search built for KCS was a key factor in our selection of Coveo,” said Jerid Johnson, Senior Director of Worldwide Support, Quest.“Implementing Coveo will enable us to maximize usage of our valuable knowledge content and help increase self-service adoption and customer success.”