© 2013 IBM Corporation

IBM Interact version 9.1November 2013

© 2013 IBM Corporation

New features in IBM Interact v9.1, released Fall 2013

•Real-time, cross-session offer suppression

•Time-bound event pattern recognition via IBM Opportunity Detection for Interact add-on

•Extensible real-time caching solutionvia Websphere eXtreme Scale integration

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Business challenge: How do I suppress offers that should no longer be presented?

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© 2013 IBM Corporation

New real-time, cross-session offer suppression feature in v9.1 addresses this challenge

Often, ensuring customers don’t see a certain offer is just as

important as ensuring they do.

This new feature enables offer suppression upon:• offer acceptance• offer rejection

• lack of customer response (after a defined period of time

or number of appearances)

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Business challenge: How can I understand the long-term context of live interactions with my customers?

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Introducing IBM Opportunity Detection for Interact

• Add-on to IBM Interact • Enables marketers to:

• Track event patterns formed over time• Factor those patterns into real-time marketing decisions

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Context: In v9, we released a key feature around event detection – IBM Interact recognizes event patterns

real-time decisions

customerprofile current

context

patterns over time

The benefits of pattern recognition:

v8.6 and earlier With v9 enhancements

A customer visits an iPad product page.

A customer visits an iPad product page after visiting Kindle Fire and Samsung Galaxy pages.

An account holder calls about mortgage rates.

An account holder has made three calls about

mortgage rates.

Benefit:Marketers can make more relevant real-time

decisions and see better response rates.

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In v9.1, we can now recognize more event patterns within time boundaries and rolling time

v9 With v9.1 enhancements

A customer visits an iPad product page after visiting Kindle Fire and Samsung Galaxy pages.

A customer visits an iPad product page after visiting Kindle Fire and Samsung Galaxy pages

earlier in the week.

An account holder has made 3 calls about

mortgage rates.

An account holder has made 3 calls about mortgage rates this

month.

real-time decisions

customerprofile current

context

patterns over time that are

time-bound

Benefit:Marketers can ensure their real-time decisions factor in the urgency and relevance of the live interaction –

which improves response rates even further.8

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Marketers can then use these event patterns in segmentation logic

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Business challenge: How can I ensure that Interact is able to surface the right offers during periods of heavy traffic?

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New integration with Websphere eXtreme Scale helps Interact run more efficiently in larger, multi-channel deployments

• During periods of heavy traffic, errors can occur when any single server runs out of memory. This new, optional integration provides a shared cache grid among runtime servers, which reduces out-of-memory errors and powers automatic session affinity.

• Provides built-in failover of cached sessions if servers go down – further ensuring that Interact continues to surface the right offers.

• When a customer uses multiple channels simultaneously, or when a disconnected channel detects additional relevant activity, the shared cache grid can recognize these events in real time. Multiple channels simultaneously:

customer visits website and makes follow-up call to call center Additional, yet disconnected, relevant activity:

customer made a large ATM deposit last night – and visits website today

© 2013 IBM Corporation

Recap: new features in IBM Interact v9.1

•Real-time, cross-session offer suppression- tracks offer presentations and responses- automatically suppresses offers when they’ve been accepted, rejected, or fatigued

•Time-bound event pattern recognition - via IBM Opportunity Detection for Interact add-on - enables marketers to track customer behavior over a defined period of time

•Extensible real-time caching solution- via Websphere eXtreme Scale integration- reduces session out-of-memory errors and powers automatic session affinity- captures events from multiple channels in real time

© 2013 IBM Corporation