IBM releases customer engagement suite

Armonk, N.Y. – IBM is releasing 'IBM ExperienceOne,' a new integrated portfolio of cloud-based and on premise offerings that help clients deliver deeper, more valuable customer engagements by bringing together marketing, sales and service practices. Built on best practices, IBM ExperienceOne delivers a set of pre-defined engagement solutions delivered with IBM consulting services and powered by its WebSphere Commerce, Customer Digital Experience and Enterprise Marketing Management software.



IBM added new and enhanced software capabilities that support three of the new engagement solution sets:



• Understand your customers: IBM's newly integrated Digital, Behavioral, Social Media and Predictive Customer analytics offering helps clients identify real-time trends based on internal and external customer data. It features new mobile analytics that can replay individual user sessions on both Android and iOS device apps, enabling marketers and commerce professionals to pinpoint the exact moment when a customer decided to browse, buy or abandon a transaction.



• Maximize sales, profit and loyalty: This solution set helps clients quickly act on insights and maximize customer value using IBM's enhanced omni-channel merchandising capabilities. It enables merchandising professionals to automate price optimization, maintain real-time transparency and competitive pricing across all physical and digital channels to deliver the right offer to the right customer at the right time.



• Deliver empowering digital experiences: As the gateway to each customer touch-point, this solution set is supported by enhancements to IBM's customer digital experience software. Marketing, sales and service professionals can more easily leverage dynamic customer, pricing and performance analytics by embedding real-time offers into their mobile, social and rich media experiences. The real-time offer engine automates personalization across the customer experience at scale.



IBM also introduced three new cloud business solutions to give clients more flexibility in how they buy and deploy IBM ExperienceOne. These solutions combine consulting services, IBM ExperienceOne software and cloud infrastructure powered by SoftLayer, an IBM company. They include customer data, customer analytics, and digital commerce delivered as hosted services.