IBM Watson Customer Experience Analytics Standard Edition, formerly IBM Customer Experience Analytics Standard; new IBM Watson Customer Experience Analytics Essentials Edition and new IBM Watson Customer Experience Premium Edition

IBM United States Software Announcement 217-240
May 16, 2017

Table of contents
OverviewOverviewPublicationsPublications
Key prerequisitesKey prerequisitesTechnical informationTechnical information
Planned availability datePlanned availability dateOrdering informationOrdering information
DescriptionDescriptionTerms and conditionsTerms and conditions
Product positioningProduct positioningPricesPrices
Program numberProgram numberOrder nowOrder now


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At a glance
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IBM Watson™ Customer Experience Analytics, formerly IBM® Customer Experience Analytics, updates:

  • IBM Watson Customer Experience Analytics Standard Edition changes
  • New IBM Watson Customer Experience Analytics Essentials Edition that provides the user with macro to micro omnichannel journey insights to improve marketing, eCommerce, and customer experience
  • New IBM Watson Customer Experience Analytics Premium Edition that extends the benefits of Watson™ Customer Experience Analytics Standard Edition with advanced cognitive capabilities, more value-add features, and data retention, as well as premium services and support


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Overview
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Watson Customer Experience Analytics Standard Edition, formerly Customer Experience Analytics Standard

Watson Customer Experience Analytics Standard Edition, a Cloud Service offering, uses embedded cognitive capabilities to provide marketers with omnichannel and macro-to-micro views of the customer, in order to surface dynamic insights to help them understand and anticipate customer behavior, journeys, intent, mindset, and define meaningful segments for targeting and taking swift action. IBM's end-to-end analytics solution is designed with an open ecosystem, IBM Universal Behavior Exchange, for brands to unite around the customer, seamlessly pushing recommended actions directly to optimization tools, such as IBM Watson Campaign Automation. These actions tightly link analytics to digital marketing execution. The Struggle Detection feature is now an easier standard solution, with no effort required by the event administrator and business team to determine what customer struggle should be tracked and reported on, and how that would evolve over time.

Organizations that currently have Customer Experience Analytics Standard will not experience any impact to their existing entitlements or service. Upon contract renewal or update, contracts will contain Watson Customer Experience Analytics Standard Edition name in place of the corresponding Customer Experience Analytics Standard. Part numbers for the existing Customer Experience Analytics Standard have not changed.

In addition to the existing onboarding services for Watson Customer Experience Analytics Standard Edition, the following two new onboarding services are now available to offer you streamlined options to leverage best practices and industry expertise, and optimize return on investment (ROI):

  • IBM Watson Customer Experience Analytics Standard Edition-Onboarding Services for Behavioral Analytics
  • IBM Watson Customer Experience Analytics Standard Edition-Onboarding Services for Digital Analytics

Watson Customer Experience Analytics Essentials Edition

With Watson Customer Experience Analytics Essentials Edition, you get IBM next generation digital analytics capabilities that track behaviors of visitors interacting with digital properties, such as websites and mobile applications. You can choose from a large set of predefined best practice web analytics reports. You can also create unlimited custom report definitions and visitor segment analysis. These digital analytics capabilities help you understand and optimize your online product and category assortment performance, digital marketing campaign execution efficacy, content performance, and many other capabilities that are essential to web analytics.

Behavioral analytics capabilities are included in Watson Customer Experience Analytics Essentials Edition for web and mobile applications. The session search capability enables you to view the list of customer sessions for each of the behavioral cohorts. From this list, you can drill into a single user's session to replay their experience for greater insights and root cause analysis. Behavioral analytics makes it possible to relive experiences from the customer perspective so you can see exactly what the customer experienced and why. Zoom in to see where customers struggled to complete their goals and pinpoint trouble spots. You can quantify impact to revenue, and quickly prioritize and resolve issues to improve conversion, adoption, and customer satisfaction.

Watson Customer Experience Analytics Premium Edition

Watson Customer Experience Analytics Premium Edition builds on the capabilities of Watson Customer Experience Analytics Standard Edition. Watson Customer Experience Analytics Premium Edition contains IBM digital analytics and behavioral analytics capabilities, which are both part of Watson Customer Experience Analytics Standard Edition. In the fast-paced business environment with the proliferation of data and marketing technology tools, you need help separating signal from noise.

Watson Customer Experience Analytics Premium Edition also includes the Lifecycle Insights offering (formerly Digital Analytics Suite), and Product Recommendations add-ons from the legacy IBM Digital Analytics offering.



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Key prerequisites
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Watson Customer Experience Analytics requires an internet connection and browser. For more details about system requirements, refer to the Technical information section.



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Planned availability date
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May 22, 2017

Refer to the Availability of national languages section for national language availability.



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Description
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By offering multiple editions of Watson Customer Experience Analytics, organizations benefit since they can choose the edition with the packaged set of features and volumes that match their current requirements. When requirements change, organizations can opt to trade up to another edition. Add-ons to editions are an easy way to try out new features or add more volume.

New Watson Customer Experience Analytics capabilities

Top line metrics

Top line metrics shows the performance metrics and trends in customer activity during the last 2 days for Watson Customer Experience Analytics Essentials Edition, 7 days for Watson Customer Experience Analytics Standard Edition, and 14 days for Watson Customer Experience Analytics Premium Edition. IBM offers 30 days data retention for usability capabilities in Watson Customer Experience Analytics Standard Edition, and 90 days data retention for usability capabilities in Watson Customer Experience Analytics Premium Edition.

Automate data driven actions with cognitive systems

With cognitive capabilities built into Watson Customer Experience Analytics, brands are empowered to automate the actions needed to optimize and improve the customer experience, conversion rates, and loyalty. You can automatically detect struggle data for sessions with little-to-no human intervention and identify the root cause of struggle through the patterns each user exhibited. Through machine learning, you can identify subsequences within the customer journey that had the most impact for an outcome, allowing you to unearth user behavior patterns to improve customer experience.

IBM Watson Customer Experience Analytics Premium Edition Professional Services

A new services package for Watson Customer Experience Analytics Premium Edition delivers one end-to-end use case. This enables organizations to jump start adoption of Watson Customer Experience Analytics Premium Edition and demonstrate ongoing business value from the deployed Watson Customer Experience Analytics Premium Edition.

Accessibility by people with disabilities

A US Section 508 Voluntary Product Accessibility Template (VPAT), containing details about accessibility compliance, can be found on the IBM Accessibility website.



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Product positioning
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Watson Customer Experience Analytics is a companion offering in the IBM Watson Commerce solution portfolio.



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Availability of national languages
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Watson Customer Experience Analytics is now available in the following languages:

Language Availability date
French, German, Italian, Spanish and Brazilian Portuguese. May 22, 2017

Translation information, if available, can be found at the Translation Reports website.



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Program number
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Program number VRM Program name
5737-A73 Cloud Service IBM Watson Customer Experience Analytics


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Education support
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IBM training provides education to support many IBM offerings. Descriptions of courses for IT professionals and managers can be found on the IBM Training and Skills website.

Call IBM training at 800-IBM-TEACH (426-8322) for catalogs, schedules, and enrollments.



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Offering Information
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Product information is available on the IBM Offering Information website.

More information is also available on the Passport Advantage® and Passport Advantage Express® website.



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Publications
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Product documentation for Watson Customer Experience Analytics can be found in IBM Knowledge Center.

IBM Knowledge Center is the new home for IBM product documentation. You can customize your requests in IBM Knowledge Center to create a collection of documents that include the technologies, products, and versions that you select. You can also interact with IBM and with your colleagues by sharing through email, LinkedIn, or Twitter, or by adding comments directly to topics.

Product documentation for Watson Customer Experience Analytics is also available through the product user interface.



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Services
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Software Services

IBM Software Services has the breadth, depth, and reach to manage your services needs. You can leverage the deep technical skills of our lab-based, software services team and the business consulting, project management, and infrastructure expertise of our IBM Global Services team. Also, we extend our IBM Software Services reach through IBM Business Partners to provide an extensive portfolio of capabilities. Together, we provide the global reach, intellectual capital, industry insight, and technology leadership to support a wide range of critical business needs.

To learn more about IBM Software Services, contact your Lab Services Sales or Delivery Leader.



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Technical information
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Specified operating environment

Hardware requirements

Watson Customer Experience Analytics requires a web browser client with:

  • A direct internet connection
  • Workstation running a supported browser with a minimum of 1 GB RAM
  • Minimum screen resolution of 1024 x 768, with a recommended resolution of 1280 x 1024
Software requirements

Watson Customer Experience Analytics requires a web browser client with:

  • Support for HTML5 and CSS3
  • Support for the following browsers:
    • Internet Explorer versions 10 through 11
    • Mozilla Firefox Extended Support Release 45.9, or later
    • Google Chrome 56, or later
  • Limited support for the following mobile operating systems:
    • Android: minimum version 4.0
    • Apple iOS: versions 8.0 through 10

The program's specifications and specified operating environment information may be found in documentation accompanying the program, if available, such as a readme file, or other information published by IBM, such as an announcement letter. Documentation and other program content may be supplied only in the English language.

Planning information

Packaging

This offering is accessed through the internet. There is no physical media.

Direct customer support

Direct customer support is provided by IBM Operational Support Services - SoftwareXcel. This fee service enhances your productivity by providing voice and electronic access into the IBM support organization. IBM Operational Support Services - SoftwareXcel helps answer questions pertaining to usage and suspected software defects for eligible products. Installation and technical support is provided by Global Services. For more information call 800-IBM-4YOU (426-4968).

For technical support or assistance, contact your IBM representative or go to the IBM Support Portal website.

Security, auditability, and control

Watson Customer Engagement Cloud Service products provide the security and auditability features required for remotely accessible software.

The customer is responsible for evaluation, selection, and implementation of security features, administrative procedures, and appropriate controls in application systems and communication facilities.



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Ordering information
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This product is only available through Passport Advantage. It is not available as shrinkwrap.

These products may only be sold directly by IBM or by authorized IBM Business Partners for Channel Value Rewards.

More information can be found on the IBM Channel Value Rewards website.

To locate IBM Business Partners for Channel Value Rewards in your geography for a specific Channel Value Rewards portfolio, go to the Find a Business Partner page.

Product group: Customer Analytics

Product: IBM Watson Customer Experience Analytics (5737-A73)

Product category: Watson Commerce


Passport Advantage

Renamed Watson Customer Experience Analytics Standard Edition part numbers

Previous part number descriptions for Customer Experience Analytics New or renamed part number descriptions for Watson Customer Experience Analytics
Part number description Part number Part number description Part number
IBM Customer Experience Analytics Standard 5 Million Events per Month D1P2MLL IBM Watson Customer Experience Analytics-Standard Edition-Base-5 Million Events per Month D1P2MLL
IBM Customer Experience Analytics Standard 5 Million Events Overage D1P2NLL IBM Watson Customer Experience Analytics-Standard Edition-Base-5 Million Events Overage D1P2NLL
IBM Customer Experience Analytics Standard Onboarding Services Engagement One Time Set Up D1P2PLL IBM Watson Customer Experience Analytics-Standard Edition-Labor-Onboarding-Engagement One Time Set Up D1P2PLL
IBM Customer Experience Analytics Standard Service Level Agreement D1P3FLL IBM Watson Customer Experience Analytics-Service Level Agreement D1P3FLL
IBM Customer Experience Analytics Standard 7 additional days Session Replay Data Retention Extension 5 Million Events per Month D1P2QLL IBM Watson Customer Experience Analytics-AddOn-7 Day Extension for Session Replay Data Retention-Base-5 Million Events per Month D1P2QLL
IBM Customer Experience Analytics Standard 14 additional days Session Replay Data Retention Extension 5 Million Events per Month D1P35LL IBM Watson Customer Experience Analytics-AddOn-14 Day Extension for Session Replay Data Retention-Base-5 Million Events per Month D1P35LL
IBM Customer Experience Analytics Standard 21 additional days Session Replay Data Retention Extension 5 Million Events per Month D1P36LL IBM Watson Customer Experience Analytics-AddOn-21 Day Extension for Session Replay Data Retention-Base-5 Million Events per Month D1P36LL
IBM Customer Experience Analytics Standard 49 additional days Session Replay Data Retention Extension 5 Million Events per Month D1P37LL IBM Watson Customer Experience Analytics-AddOn-49 Day Extension for Session Replay Data Retention-Base-5 Million Events per Month D1P37LL
IBM Customer Experience Analytics Standard 77 additional days Session Replay Data Retention Extension 5 Million Events per Month D1P38LL IBM Watson Customer Experience Analytics-AddOn-77 Day Extension for Session Replay Data Retention-Base-5 Million Events per Month D1P38LL
IBM Customer Experience Analytics Standard 105 additional days Session Replay Data Retention Extension 5 Million Events per Month D1P39LL IBM Watson Customer Experience Analytics-AddOn-105 Day Extension for Session Replay Data Retention-Base-5 Million Events per Month D1P39LL
IBM Customer Experience Analytics AVP One-Point Ongoing Service Engagement per Month D1RU3LL IBM Watson Customer Experience Analytics-AddOn-AVP OnePoint Premium Support-Base-Engagement per Month D1RU3LL
IBM Digital Analytics Suite Million Server Calls Per Month D1RBKLL IBM Watson Customer Experience Analytics-AddOn-Lifecycle Insights-Base-Million Server Calls per Month D1RBKLL
IBM Digital Analytics Suite Million Server Calls Overage D1RBLLL IBM Watson Customer Experience Analytics-AddOn-Lifecycle Insights-Base-Million Server Calls Overage D1RBLLL

New Onboarding Services part numbers for Watson Customer Experience Analytics Standard Edition

Part number description Part number
IBM Watson Customer Experience Analytics-Standard Edition-AddOn-Onboarding Services for Digital Analytics-Base-Engagement One Time Set Up D1TU7LL
IBM Watson Customer Experience Analytics-Standard Edition-AddOn-Onboarding Services for Behavioral Analytics-Base-Engagement One Time Set Up D1TU8LL

New Watson Customer Experience Analytics Essentials Edition part numbers

Part number description Part number
IBM Watson Customer Experience Analytics-Essentials Edition-Base-Million Events per Month D1TU9LL
IBM Watson Customer Experience Analytics-Essentials Edition-Base-Million Events Overage D1TUBLL
IBM Watson Customer Experience Analytics-Essentials Edition-Labor-Onboarding-Engagement One Time Set Up D1TUDLL
IBM Watson Customer Experience Analytics-Essentials Edition-AddOn-7 Day Extension for Session Replay Data Retention-Base-Million Events per Month D1TUELL
IBM Watson Customer Experience Analytics-Essentials Edition-AddOn-14 Day Extension for Session Replay Data Retention-Base-Million Events per Month D1TUFLL
IBM Watson Customer Experience Analytics-Essentials Edition-AddOn-21 Day Extension for Session Replay Data Retention-Base-Million Events per Month D1TUHLL
IBM Watson Customer Experience Analytics-Essentials Edition-AddOn-49 Day Extension for Session Replay Data Retention-Base-Million Events per Month D1TUILL
IBM Watson Customer Experience Analytics-Essentials Edition-AddOn-77 Day Extension for Session Replay Data Retention-Base-Million Events per Month D1TUKLL
IBM Watson Customer Experience Analytics-Essentials Edition-AddOn-105 Day Extension for Session Replay Data Retention-Base-Million Events per Month D1TUNLL
IBM Watson Customer Experience Analytics-Essentials Edition-AddOn-Onboarding Services for Digital Analytics-Base-Engagement One Time Set Up D1TULLL
IBM Watson Customer Experience Analytics-Essentials Edition-AddOn-Onboarding Services for Behavioral Analytics-Base-Engagement One Time Set Up D1TUPLL

New Watson Customer Experience Analytics Premium Edition part numbers

Part number description Part number
IBM Watson Customer Experience Analytics-Premium Edition-Base-5 Million Events per Month D1TUSLL
IBM Watson Customer Experience Analytics-Premium Edition-Base-5 Million Events Overage D1TUULL
IBM Watson Customer Experience Analytics-Premium Edition-Labor-Onboarding-Engagement One Time Set Up D1TUVLL
IBM Watson Customer Experience Analytics-Premium Edition-AddOn-Onboarding Services for Digital Analytics-Base-Engagement One Time Set Up D1TUWLL
IBM Watson Customer Experience Analytics-Premium Edition-AddOn-Onboarding Services for Behavioral Analytics-Base-Engagement One Time Set Up D1TUXLL

Charge metric

Program name PID number Charge metric
IBM Watson Customer Experience Analytics 5737-A73 Event
IBM Watson Customer Experience Analytics 5737-A73 Engagement


Event

Event is a unit of measure by which the Cloud Service can be obtained. Event entitlements are based on the number of occurrences of a specific event related to the use of the Cloud Service. Event entitlements are specific to the Cloud Service and the type of event may not be exchanged, interchanged, or aggregated with other Event entitlements of another Cloud Service or type of event. Sufficient entitlements must be obtained to cover every event that occurs during the measurement period specified in Client's Proof of Entitlement (PoE) or Transaction Document.


Engagement

Engagement is a unit of measure by which the services can be obtained. An Engagement consists of professional and/or training services related to the Cloud Service. Sufficient entitlements must be obtained to cover each Engagement.



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Terms and conditions
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The information provided in this announcement letter is for reference and convenience purposes only. The terms and conditions that govern any transaction for the acquisition of Cloud Services from IBM consist of either the IBM Cloud Services Agreement and the applicable offering Service Description or the IBM International Passport Advantage Agreement or the International Passport Advantage Express Agreement and the IBM Terms of Use General Terms for Cloud Offerings and the applicable offering Service Description.

This product is only available through Passport Advantage. It is not available as shrinkwrap.

Technical support

Technical support is provided for Cloud Services and enabling software, as applicable, during the subscription period. Any enhancements, updates, and other materials provided by IBM as part of any such technical support are considered to be part of the Cloud Service, as applicable, and therefore governed by the applicable agreement as defined in Client's quote or transaction document. Technical support is included with the Cloud Service and is not available as a separate offering.

Additional technical support information may be found in the IBM Software as a Service Support Handbook for the specific offering or in service-specific documentation.

Terms of Use

Cloud Service offering-specific terms are available on the Cloud Service terms website.

Limited warranty

Refer to the warranty defined in the applicable agreement governing Client's acquisition for this offering.

Money-back guarantee

No

Volume orders (IVO)

No

Passport Advantage applies

Yes, information is available on the Passport Advantage and Passport Advantage Express website.

Usage restriction

Yes.

See the License Information documents page on the IBM Software License Agreement website for more information.

Software Subscription and Support applies

No

IBM Operational Support Services - SoftwareXcel

No

System i Software Maintenance applies

No

Variable charges apply

No

Educational allowance available

Not applicable.



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Important: IBM does not warrant that any systems, products, or services are immune from, or will make your enterprise immune from, the malicious or illegal conduct of any party.



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Prices
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Business Partner information

If you are an IBM Business Partner -- Distributor for Workstation Software acquiring products from IBM, you may link to Passport Advantage Online for resellers where you can obtain Business Partner pricing information. An IBMid and password are required to access the IBM Passport Advantage website.


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Financing from IBM Global Financing helps you preserve cash and credit lines, enables more technology acquisition within current budget limits, can help accelerate implementation of economically attractive new technologies, offers payment and term flexibility, and can help match project costs to projected benefits. Financing is available worldwide for credit-qualified customers.



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Order now
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To order, contact your Americas Call Centers, local IBM representative, or your IBM Business Partner. To identify your local IBM representative or IBM Business Partner call 800-IBM-4YOU (426-4968). For more information, contact the Americas Call Centers.

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IBM Watson and Watson are trademarks of IBM Corporation in the United States, other countries, or both.

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