IBM is moving full steam ahead with its Smarter Commerce initiative with the acquisition of Tealeaf Technology, a provider of customer experience analytics software.
IBM's Smarter Commerce initiative focuses on offering qualitative analytics that enable e-commerce and customer service professionals with real-time data about online customer experiences.
To advance this project, Tealeaf will be bringing its suite of customer experience management software, which records and analyzes a customer’s website and mobile interactions.
Marketers can then identify customer trends and issues on desktop and mobile platforms to improve the online customer experience. In turn, the goal for the business is to improve customer satisfaction -- therefore profitability for the company.
Tealeaf's chairman and chief executive officer, Rebecca Ward, further explained in prepared remarks that "Tealeaf's patented technology can be deployed into a business’s current environment with no needed modifications so they begin capturing customer data and delivering optimal experiences immediately."
The San Francisco-based company already serves more than 450 customers worldwide in financial, travel, retail and communications services. Current clients include Dell, Wells Fargo, Zappos, Best Buy, and DirecTV.
Financial terms of the deal have not been disclosed, but the merger is expected to close during the second quarter of 2012. After that, Tealeaf will be integrated into IBM's Enterprise Marketing and Management unit.
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