November 10, 2005, 12:00 AM

Merging enterprise and site search supports customer service, analyst says

IBM’s acquisition of site search technology provider iPhrase Systems supports the development of more useful online customer service features that can pull customer data from back-end databases, Forrester Research Inc. analyst Matt Brown says.

Paul Demery

Managing Editor, B2B E-commerce

 

IBM Corp.’s acquisition of site search technology provider iPhrase Systems Inc. supports the development more useful online customer service features that can pull customer data from back-end databases, Forrester Research analyst Matt Brown tells InternetRetailer.com.

IBM will now be able to combine its expertise in database integration throughout an enterprise with iPhrase’s ability to present user-friendly site-search results, Brown says, adding that iPhrase has a strong presence in customer help desk applications. “This is all about deeper ties into enterprise content sources, and IBM will have the opportunity to present different types of data that might exist in a CRM system, order management system, or you name it,” Brown says.

IPhrase also brings to IBM the ability to better gather and present information from unstructured data within e-commerce sites, including text files and images, he adds.

 

 

Comments

Sign In to Make a Comment

Comments are moderated by Internet Retailer and can be removed.

Not a member? Signup for free today!

Advertisement

Advertisement

Advertisement

Relevant Commentary

FPO

Sergio Pereira / B2B E-Commerce

Quill turns to its B2B customers for new ideas

Coming in April is a new section of Quill.com that will let customers and Quill ...

FPO

Charles Nicholls / E-Commerce

E-mail remarketing: three best practices to maximize revenue

Consumers who make it to the shopping cart are interested in buying. The chief strategy ...

Advertisement