SOURCE: IBM

February 16, 2006 09:00 ET

IBM Unveils Software to Help Clients Gain Insight, Take Action on Information

New Technology Enhances Online Commerce, Departmental Portals, and Contact Centers

ARMONK, NY -- (MARKET WIRE) -- February 16, 2006 -- IBM today introduced software designed to provide consumers and businesses the precise information they need to make informed online purchases and business decisions.

IBM WebSphere Content Discovery Server goes beyond the capabilities of traditional search technologies by interpreting the meaning of online inquiries, delivering recommendations based on an individual's needs and preferences, and enabling users to quickly resolve customer service issues and support needs.

IBM WebSphere Content Discovery Server combines technology from IBM and iPhrase, one of the company's strategic software acquisitions in 2005. The new software features search, content integration, and contextual information delivery capabilities that provide the right information to the right people at the right time. It helps address key challenges associated with information overload by providing access to content spread throughout an organization, and enables the quick deployment of business solutions to increase revenue and reduce support costs.

Designed to help businesses increase online sales, improve customer support, and reduce call center traffic, Content Discovery Server provides more value from web self service and call center applications through better use of information. For example, it can be used to help interpret and understand online customer queries, even if they are misspelled or contain jargon. It also delivers customized web pages with relevant information and products based on customer needs.

"As a life events and benefits management provider for almost five million employees, it is critical for us to provide answers and guidance tailored to each individual when they visit our website," said Jay Hartley, chief technology officer, LifeCare, Inc. "IBM WebSphere Content Discovery for Self Service helps us achieve this personalized experience by letting our customers quickly find relevant answers to their questions about life events, such as an employee looking for parenting tips or searching for information on eldercare for an aging parent."

WebSphere Content Discovery Server combines content integration, search, semantic analysis and contextual information delivery to shrink the gap between a customer's need for information and their ability to take action. By providing deep understanding of user intent, IBM can automatically deliver the specific information people are looking for and help them make better, more informed decisions.

"Our goal was to take Chef's Catalog customers beyond traditional search and give them an intuitive browsing and buying experience," said Dale Schuman, director of IT, Chef's Catalog. "WebSphere Content Discovery for Commerce made that possible while allowing our product experts to create new promotions and fine-tune search results without IT ever getting involved. This helps us streamline some of our processes and delivers tailored information for our customers."

WebSphere Content Discovery Server is designed to be quickly deployed for online commerce, self service portals, and contact center scenarios via a suite of tailored configurations and prepackaged industry solutions, including the following:

--  IBM WebSphere Content Discovery for Commerce helps online retail and
    catalog companies convert shoppers into buyers by making it easy for people
    to find the products and services that best match their specific needs.  It
    also provides intuitive tools that help retailers monitor and enhance the
    online shopping experience.
    
--  IBM WebSphere Content Discovery for Contact Centers is designed to
    enhance call center agent productivity, increase online resolution rates
    and improve customer satisfaction.
    
--  IBM WebSphere Content Discovery for Self Service helps organizations
    increase portal adoption and reduce customer service costs by empowering
    customers, business partners, and employees to easily tap disparate
    information available across intranets, extranets, and corporate portals to
    answer questions and make effective business decisions without expert
    assistance.
    
--  IBM WebSphere Content Discovery for Case Resolution intercepts online
    service requests and immediately responds to the requestor with accurate
    answers. It incorporates highly accurate email comprehension capabilities
    while providing support managers with informative reports and intuitive
    tools to augment support content.
    
"As Cerner's client base continues to grow, it is critical we evaluate technologies that allow our organization to be efficient and streamlined," said Mike Pomerance, operations executive, Client Care Center, Cerner Corporation. "IBM WebSphere Content Discovery for Contact Centers has allowed the company to refocus on creating solutions our associates and clients can find continuously. This permits greater resources for resolving our clients' issues faster, while maintaining current associate count. Today, the engine is used more than 2,000 times each day by our service associates, finding information in a fraction of the time. Cerner decided to use the technology across the entire enterprise and to extend it to our clients as part of our eService portal strategy."

The new software also helps organizations extend their existing information investments by leveraging IBM middleware to gain native access to dozens of content repositories and using the open source Unstructured Information Management Architecture (UIMA) to further enhance the search experience by uncovering the inherent meaning of unstructured content.

IBM WebSphere Content Discovery Server and WebSphere Content Discovery for Commerce, WebSphere Content Discovery for Self Service, WebSphere Content Discovery for Contact Center and WebSphere Content Discovery Server for Case Resolution are currently available from IBM and IBM Business Partners via Passport Advantage.

About IBM

The desire by businesses to access, manage and deliver information more efficiently is driving rapid change in the IT marketplace. Companies that are grappling with new government mandates and business demands are striving to capture and integrate information in a more seamless, real-time fashion across the enterprise. IBM's information on demand approach combines deep business insight with open standards, advanced storage systems, and sophisticated software to manage and secure information as a service to create efficient, cost effective and flexible information infrastructures. Regardless of industry, IBM helps companies transform data into insight to enable information on demand. Please visit http://www.ibm.com for more information.

IBM, IBM WebSphere and the IBM e-business logo are trademarks or registered trademarks of International Business Machines Corporation. For a list of additional IBM trademarks, please see www.ibm.com/legal/copytrade.shtml

Contact Information

  • Holly Haswell
    IBM
    512-680-0593