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New IBM Software to Help Companies Improve Web Presence

IBM (NYSE: IBM) unveiled new software designed to help organizations reinvent the way they interact with consumers over the Web and through mobile devices. The software features analytics, social software and commerce capabilities that helps organizations create dynamic and interactive Web experiences to better target consumers and increase brand loyalty.

Online transactions continue to grow at a rapid pace. Today, eight out of 10 consumers shop online at least twice a week. ABI Research estimates there will be 20 times more data and 40 times more mobile transactions by 2015. The report adds that mobile online shopping is expected to triple annually and rise to $119 billion in the same timeframe. Businesses today are struggling to find ways to create a more simplified Web presence to address the changing era of today’s consumer marketplace.

Recognizing this growing trend, IBM is introducing the IBM Customer Experience Suite, a new software portfolio that helps organizations develop a dynamic Web experience for consumers that’s easy to navigate, interactive, and personalized - whether it’s from a mobile device or through a traditional online Website.

It features* analytics, social networking, web content management, portal, mashups, and mobile capabilities enabling organizations to increase their ability to attract and retain customers, personalize advertising and marketing, and enhance overall customer loyalty. For example, the new software allows organizations to create highly customized interactions by analyzing and then adapting to the preferences, behaviors and buying patterns of users as well as the device, user location, and sentiments of each visitor.

Additionally, the IBM Customer Experience Suite helps organizations better understand and influence visitors through customized, engaging experiences using blogs, chat forums, videos, and mobile functionality. It supports conversations with and between users through online communities and allows business owners to manage the creation and delivery of content, rich media, campaigns, and surveys delivered through multiple channels.

The IBM Customer Experience Suite builds upon IBM’s 10 years of expertise in providing portal and Web content management software to more than 8,000 clients globally.

IBM Clients Create Rich Web Experiences

For example, in today’s Web-centric world, on-line banking has become "the norm," pushing financial institutions to look for new tools to create personalized experiences for its customers in order to remain competitive. With the use of blogs, chat forums, videos, social networking, rich media and mobile capabilities, a financial institution can deliver a more personalized Web experience resolving customer issues more quickly while fostering customer loyalty and improving satisfaction.

"Our data shows an increased number of visitors to Cars.com from a mobile device," said Brent Laufenberg, Director of Enterprise Architecture, Cars.com, a business unit of Classic Ventures. "To make the experience easier for our consumers, we are increasing our social networking Web activity and personalization, as well as incorporating more rich media into the site."

Lufthansa currently has a Web site supporting multiple brands, including Lufthansa.com, WeFlyHome.com and Miles-and-More.com. Its Web site supports important service functions such as online ticket sales and check-in. The underlying IT solution supports more than two billion page impressions, 16.000 check-in transactions and in average a ticket booking every ten seconds. Now Lufthansa is working with IBM to improve its Web presence to reach more airline passengers over the next several years.

"Working with IBM on improving our site Lufthansa.com has made us more competitive and has led to significant operating cost reductions. As a result, we have renewed our contract with IBM and will continue to improve our Web presence together for the next several years," said Gunter Friedrich, vice president, Information Management and Sales Processes, Lufthansa Passenger Airline.

New IBM Software Suite Can Help Accelerate On-line Sales Leads

According to Forrester, in today’s online and mobile consumer era, organizations that deploy sites with superior user experience can achieve as much as a 400 percent increase in conversion of Web visitors to sales leads.**

The IBM Customer Suite is targeted to address the need for well integrated Web tools. Using IBM’s current portfolio of portal and Web content management software, IBM has seen their clients achieve:

  • 23 percent increase in on-line prescription refills at a cost of $.25/refill compared to $3/telephone refill.
  • 33 percent of patients are less likely to cancel appointments when using online service.
  • 30 percent of all customers rated self service higher than help desk.
  • 75 percent reduction in the time to roll out new customer oriented applications.
  • 30 percent reduction in call center field support calls.

"Collaboration and social software have the power to transform an organization’s Web presence reinventing how they relate to their customers on the Web," said Alistair Rennie, general manager, IBM Collaboration Software. "We are aligning the breadth of IBM capabilities to help our customers embrace the Web as their primary channel for customer engagement."

IBM is teaming up with dozens of its business partners including Ascendant, Gemini, Infosys, Ixion, and Perficient on this initiative.

IBM consulting services will be also be available to support the assessment, development and use of new and enhanced Web experiences. IBMi (IBM Interactive) consultants will collaborate with clients to deliver the Customer Experience Suite to enable increased differentiation, revenues, productivity, efficiency and reduced costs through an optimized user experience.

The new IBM Software suite is another piece of IBM’s expanding portfolio of solutions designed to help organizations improve their marketing presence on the Web. IBM’s recent acquisitions of Sterling Commerce and Coremetrics, and the intended acquisition of Unica, will enhance the company’s ability to support clients’ needs in this growing market.

This new IBM Software suite is an extension of IBM’s $100 million Research investment in advancing mobile services and capabilities for businesses and consumers worldwide.

*Please visit www.ibm.com/software for full list of Customer Experience Suite core offerings and add-on modules, and for details about new WebSphere Portal 7 and Lotus Web Content Management 7, available now.

** Best Practices in User Experience (UX) Design, Forrester Research Inc., September 2009.

 [September 20, 2010]


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  • IBM Signs $5 Million IT Infrastructure Services Deal With Kotak (January 7, 2009)
  • World’s Largest Systems Integrator Specializing Exclusively in IBM Technologies Inducted Into the IBM Information on Demand Specialty (January 6, 2009)
  • Sara Lee and IBM Sign Seven-Year Global Services Agreement (December 30, 2008)
  • IBM Analysis Finds Consumer Expectations Remain High in 2008 Despite Dramatic Shifts in Marketplace (December 23, 2008)
  • New IBM Initiative to Help Business and IT Leaders Achieve Greater Value From Software Investments (December 18, 2008)
  • IBM Research and Samsung Electronics to Boost Automation in Consumer Electronics Industry (December 10, 2008)
  • Citing a Surge in Online Cybercrime, IBM Bolsters Security Services (December 5, 2008)
  • IBM and Business Partners Introduce a Linux-Based, Virtual Desktop (December 5, 2008)
  • New IBM Software Helps Companies Reduce Costs, Paper Consumption by Transforming Business Processes (December 3, 2008)
  • IBM Announces Provisional Results of Tender Offers for ILOG (December 1, 2008)
  • IBM Video Explores How to Build a Smarter Utility System (November 24, 2008)
  • More Than 5,000 Customers Moved to IBM Systems From HP, Sun and EMC (November 21, 2008)
  • IBM Plans to Acquire Transitive (November 19, 2008)
  • IBM Study Shows Consumers Will Accept New Forms of Advertising If Companies Follow Their Rules (November 18, 2008)
  • IBM Unveils Resources to Help Entrepreneurs Innovate and Go Global to Ignite Economic Growth (November 14, 2008)
  • Xerox Tapped by IBM for Global Imaging and Document Management Services (November 14, 2008)
  • IBM Receives European Commission Clearance on ILOG Acquisition and Announces Timetable for Tender Offer in France (November 13, 2008)
  • IBM Develops New Enterprise Integration Platform for MITAS (November 11, 2008)
  • IBM Signs Agreement With Japan Industrial Waste Technology Center to Upgrade Registration and Management System (November 10, 2008)
  • IBM Quadruples Value Points to Entice Sun SPARC Customers to Move to Power Systems (November 3, 2008)
  • IBM Research Unveils "Security-on-a-Stick" to Protect Consumers and Banks From Sophisticated Hacker Attacks (October 30, 2008)
  • IBM Addresses Information-Related Energy and Environmental Challenges (October 29, 2008)
  • IBM Expands Integrated Data Management Initiative to Support Heterogeneous Application and Database Environments (October 28, 2008)
  • IBM Study Finds Consumers Prefer a Mobile Device Over the PC (October 27, 2008)
  • IBM and Audible Magic Team to Protect Video Content (October 24, 2008)
  • IBM Helps Develop Future IT and Business Professionals in Ghana (October 23, 2008)
  • IBM Signs Technology Infrastructure and Services Agreements Across Asia Pacific (October 20, 2008)
  • IBM Helps Electronic Payment Leader ACI Worldwide Unify Communications, Integrate Global Workforce With Client Base (October 13, 2008)
  • IBM Builds on SOA Leadership With New Software and Services (October 10, 2008)
  • IBM Argentina Opens Three New Global Delivery Centers and Extends South American Virtual IT Campus (October 8, 2008)
  • IBM Introduces New Solutions to Strengthen the Security of Midsize Companies (October 3, 2008)
  • New IBM Report Reveals Consumer Shopping Preferences (October 2, 2008)
  • IBM Expands Global Intelligent Utility Network Coalition to Accelerate Smart Grid Development on Two More Continents (September 25, 2008)
  • IBM Scientists Unlock the Secret of the Kondo Effect (September 23, 2008)
  • IBM Opens CRM Center of Excellence for SaaS (September 22, 2008)
  • ista and IBM Sign IT Innovation Agreement (September 22, 2008)
  • New IBM Software Helps Clients Take Advantage of Surge in Mainframe Applications and Enterprise Mashups (September 19, 2008)
  • IBM Delivers Industry-First Tool to Help Small and Medium Businesses "Deadbolt" Data (September 16, 2008)
  • Cryptic Studios Ventures Into New Dimensions With IBM (September 16, 2008)
  • IBM Moves Real-Time Communication and Collaboration Into 3-D (September 5, 2008)
  • IBM Accelerates Information on Demand by Helping Clients Create an Information Agenda (September 4, 2008)
  • IBM Positioned in the Leaders Quadrant for E-Commerce Magic Quadrant (August 18, 2008)
  • IBM and Vantage Deluxe World Travel Make It Easier for Travelers to Book Vacations (August 18, 2008)
  • IBM Invests Nearly $400 Million on Cloud Computing Centers in U.S. and Japan (August 5, 2008)
  • IBM Accelerates Investments in Emerging Markets, Opens New Centers of Excellence in China, Mexico and India (July 29, 2008)
  • Report: IBM Extends Overall Lead in IT Operations Management Software Revenue (July 21, 2008)
  • Thanachart and IBM Sign Two Billion Baht IT Outsourcing Agreement (July 14, 2008)
  • U.S. Department of Defense Selects IBM Supercomputer to Help Prevent Disasters at Sea (July 11, 2008)
  • Juniper Networks Selects IBM for Data Center Hosting Agreement (July 10, 2008)
  • IBM Podcast Explores the Future of Movies (July 7, 2008)
  • Virgin Mobile USA and IBM Sign IT Services Agreement (July 4, 2008)
  • IBM Acquires Platform Solutions (July 4, 2008)
  • IBM Supercomputer Bolsters Cancer Research (June 30, 2008)
  • IBM Research and Kyoto University Create First of a Kind System to Simulate Urban Transportation (June 12, 2008)
  • IBM Unveils Resources to Help Clients Accelerate Access to Information on Demand (June 2, 2008)
  • IBM Helps Rotech Healthcare and Osaka Gas Accelerate Performance and Lower Costs Using WebSphere Virtual Enterprise (May 30, 2008)
  • Nortel Offers Service Assurance Featuring IBM VoIP Management Software (May 19, 2008)
  • Vietnam’s New Collaboration Portal Goes Live on IBM Cloud (May 12, 2008)
  • IBM Delivers Pre-Packaged Business Solutions for Small and Midsize Enterprises (May 5, 2008)
  • IBM Software Helps Thomas Miller Group Meet eDiscovery Demands (May 1, 2008)
  • IBM Helps Clients Reduce Data Management Costs With New Informix Dynamic Server (April 29, 2008)
  • IBM Debuts New Category of Server for Web 2.0 Computing (April 25, 2008)
  • IBM Initiative Aims to Simplify IT for Small and Mid-Sized Clients (April 21, 2008)
  • Cetelem in a US$ 2.8 Million Technology Services Agreement With IBM (April 21, 2008)
  • IBM Moves Closer to New Class of Memory (April 15, 2008)
  • IBM Introduces First Storage Optimization Services Tailored for the Media and Entertainment Industry (April 14, 2008)
  • New Study Analyzes IBM’s Social Networking Connection to Enterprise Collaboration (April 9, 2008)
  • IBM and University of Edinburgh Use World’s Most Advanced Supercomputer to Tackle HIV Virus Before It Infects Human Cells (April 8, 2008)
  • Made in IBM Labs: IBM Develops a "Rehearsal Studio" to Let You Practice Your Job in a 3-D World (April 7, 2008)
  • IBM Builds State-of-the-Art Data Center for Telecom Egypt (March 29, 2008)
  • IBM, Academia Launch Autonomic Research Collaboration for Cloud Computing (March 28, 2008)
  • IBM Launches Flexible Credit Solution for Canadian Resellers (March 27, 2008)
  • IBM Announces #1 UNIX Benchmark and Compelling Economics for HP Users to Switch (March 25, 2008)
  • New IBM Software Brings Web 2.0 to Mobile Phones (March 24, 2008)
  • IBM Cracks Web 2.0 Security Concerns With "SMash" (March 18, 2008)
  • IBM Launches the IBM Institute for Business Value (March 14, 2008)
  • IBM: New Services for Collaboration (March 6, 2008)
  • IBM Unveils a Prototype Green Optical Network Technology for Sharing Huge Files in Seconds (February 29, 2008)
  • IBM and Terremark Collaborate With CDC Games to Break New Ground in Online Games (February 22, 2008)
  • IBM Completes Acquisition of Net Integration Technologies Inc. (February 21, 2008)
  • PlaySpan Standardizes on IBM for Its Cross-Platform Game Commerce Service (February 21, 2008)
  • Icarus Studios Partners With IBM to Upgrade Performance, Availability for Its Online Games (February 19, 2008)
  • IBM WebSphere Application Shatters Industry Benchmark, Powers SOA (February 18, 2008)
  • IBM Launches PowerUp, a New Free 3D Multiplayer Virtual Science Game for the Classroom (February 18, 2008)
  • Kalbe Collaborates With IBM to Build Green Data Center and Reduce Energy Consumption (February 11, 2008)
  • IBM Unveils Ten New and Enhanced Industry Solutions Enabled by Cognos (February 7, 2008)
  • IBM Completes Acquisition of Arsenal Digital Solutions (February 5, 2008)
  • IBM Expands Distribution of N Series Storage in U.S. and Canada (January 28, 2008)
  • New IBM Software Helps Clients Automate Data Centers, Realize Benefits of Cloud Computing (January 21, 2008)
  • IBM Translates Lotus Symphony for a Globally Integrated World (January 21, 2008)
  • IBM Innovations to Help Companies Overcome the Challenges of Globalization (January 16, 2008)
  • IBM Helps Retailers Speed New Customer Focused Strategies to Market (January 14, 2008)
  • IBM Acquires XIV (January 2, 2008)
  • IBM Strengthens Security Portfolio With New Identity Management Software (December 13, 2007)
  • IBM Powers Core Infrastructure for Finnish Pension Insurance Providers (December 11, 2007)
  • IBM to Acquire Arsenal Digital Solutions (December 10, 2007)
  • IBM Survey Shows Telcos Switching Emphasis to New Business Models but Slow to Change (December 6, 2007)
  • Lyse and IBM Continue to Innovate on Fiber Optic Broadband Solutions (December 5, 2007)
  • IBM Announces DB2 and POWER6 Combo Trounces HP and Sun by 2x and 3x Respectively in New Business Intelligence Benchmark (November 30, 2007)
  • IBM Announces Enhancements to Free Enterprise Search Software (November 29, 2007)
  • IBM Helps Telecoms Create New, Dynamic Services With SOA and Web 2.0 Technologies (November 21, 2007)
  • IBM, Mainsoft Announce New Technology, Global Reseller Agreement to Help Enterprise Customers Bridge Standards Divide (November 20, 2007)
  • IBM Virtualization Powers Oracle Rollout at Amway Corporation (November 19, 2007)
  • New IBM Security Scanning Software Protects Businesses From Hackers (November 14, 2007)
  • IBM to Acquire Cognos (November 12, 2007)
  • IBM Accelerates Into Next Phase of Autonomic Computing (November 12, 2007)
  • IBM Introduces Video Game to Help University Students Develop Business Skills (November 8, 2007)
  • IBM Provides Complete View of Data Center Energy Usage With Active Energy Manager (November 7, 2007)
  • IBM Announces Industry’s First End-to-End Solution for PCI Compliance (November 2, 2007)
  • IBM Pioneers Process to Turn Waste Into Solar Energy (October 30, 2007)
  • IBM Announces New TPC-C Benchmark Results for System p Servers (October 29, 2007)
  • IBM Continues the Evolution of Its z/VSE Mainframe Operating System (October 22, 2007)
  • Canadian Supercomputer to Help Probe Fundamental Structure of Matter (October 19, 2007)
  • IBM Introduces New Version of IMS Software (October 15, 2007)
  • IBM and Linden Lab Launch Collaboration to Further Advance the 3D Internet (October 11, 2007)
  • IBM Brings Web 2.0 Usability Features to Web-Based Electronic Forms Processing (October 3, 2007)
  • Nokia Siemens Networks Enters Into Significant Partnership With IBM (October 2, 2007)
  • IBM to Help Businesses Better Compete Against Industry Rivals (September 27, 2007)
  • IBM Unveils Initiative to Help Companies Improve Service to Consumers (September 26, 2007)
  • IBM and Scotiabank Sign Multi-Year IT Services Agreement (September 21, 2007)
  • IBM Awarded TSA Contract for Operational Application Support and Information Services (September 20, 2007)
  • IBM Releases Office Desktop Software at No Charge to Foster Collaboration and Innovation (September 19, 2007)
  • IBM Achieves Double Digit Revenue Growth in Storage Software for Q2 2007 (September 13, 2007)
  • IBM Grows Market Share in Worldwide Disk Storage (September 10, 2007)
  • IBM Unveils Two Major Nanotechnology Breakthroughs as Building Blocks for Atomic Structures and Devices (September 4, 2007)
  • Belk and IBM Extend Outsourcing Relationship Through 2014 (August 31, 2007)
  • IBM Launches Family of Unified Communications and Collaboration Software (August 27, 2007)
  • IBM Introduces Data Masking Solution (August 24, 2007)
  • Consumer Survey Shows Decline of TV as Primary Media Device (August 23, 2007)
  • New Cognos and IBM Performance Solution Helps Banks Integrate Risk Management and Profitability Planning Across Core Systems (August 23, 2007)
  • IBM Ships Lotus Notes & Domino 8; Collaboration Eclipses Email as the Killer App (August 20, 2007)
  • IBM Introduces "ePedigree" System to Combat Drug Counterfeiting and Help Clients Comply With Regulations (August 10, 2007)
  • IBM and Novell Join Forces to Support Growing Demand for Open Source (August 9, 2007)
  • IBM to Acquire DataMirror to Deliver Real-Time Information on Demand (July 16, 2007)
  • Iberdrola and IBM in $84.4 Million Innovation Agreement (July 6, 2007)
  • IBM Establishes Global Center of Excellence for Nuclear Power (July 3, 2007)
  • New Module Enhances IBM Information Server Software Platform (July 2, 2007)
  • IBM Triples Performance of World’s Fastest, Most Energy-Efficient Supercomputer (June 27, 2007)
  • IBM to Build $86 Million Energy Efficient Data Center in Boulder (June 25, 2007)
  • Nortel and IBM Team to Deliver Simple and Cost-effective Unified Communications for SMBs (June 14, 2007)
  • IBM to Acquire Telelogic to Advance Global Software Delivery Strategy (June 11, 2007)
  • IBM Offers No Charge Software Trial to Companies for Real-Time Text, Video and Voice Collaboration (June 11, 2007)
  • "Star Trek" Communication a Reality for Medics With IBM Wireless Technology (May 30, 2007)
  • IBM Wireless Technology to Improve Patient Care at the Jewish General Hospital (May 8, 2007)
  • New IBM System Will Reduce Drug Errors for Saskatchewan Residents (May 3, 2007)
  • Bycast Announces OEM Software Agreement With IBM (April 26, 2007)
  • Seagull Software Accepted Into The IBM SOA Specialty (February 14, 2007)
  • IBM Unveils New Call Center Solution Featuring Pegasystems Technology (November 10, 2006)
  • IBM Files Patent Infringement Lawsuits Against Amazon.com (October 25, 2006)
  • New IBM Data Analysis Technologies Help Cape Breton Police Solve Violent Crimes (August 21, 2006)
  • IBM and Alberta Sign $10 million Contract to Deploy Electronic Health Records (June 21, 2006)
  • IBM to Send International Delegation to 2006 Global Summit of Women (June 6, 2006)
  • BearingPoint Wins IBM PartnerWorld Beacon Award for the Rational Most Valuable Partner Award (March 20, 2006)
  • Cognos and IBM Form Global Strategic Alliance to Deliver Integrated Solutions to Boost Customer Performance (March 7, 2006)
  • Open Source Initiative: IBM, Novell, and Parity Communications to Drive New Generation of Security Software (February 27, 2006)
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