IBM Interact version 9.1 November 2013

1. IBM Interact version 9.1November 2013

2. 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 WebsphereeXtreme Scale integration

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

4. 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)

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

6. 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

7. Context: In v9, we released a key feature around event detection – IBM Interact recognizes event patterns real-time decisions The benefits of pattern recognition: customer profile patterns over time current context Benefit: Marketers can make more relevant real-time decisions and see better response rates.

8. In v9.1, we can now recognize more event patterns within time boundaries androlling time real-time decisions customer profile patterns over time that are time-bound current context • Benefit: • Marketers can ensure their real-time decisions factor in the urgency and relevance of the live interaction – which improves response rates even further.

9. Marketers can then use these event patterns in segmentation logic h

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

11. New integration with WebsphereeXtreme 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 automaticsession 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

12. 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 WebsphereeXtreme Scale integration- reduces session out-of-memory errors and powers automatic session affinity- captures events from multiple channels in real time