Skip to main content

Ready for IBM Watson Customer Engagement

Building IBM Watson Customer Engagement solutions

Primary tab navigation
Develop your IBM Watson Customer Engagement solution


Get started by getting access to an instance of the IBM software you want to integrate with. Different offerings have different options for creating a development environment. Once you have access, if you need some help getting started, explore the content in the sections below to learn more about different integration patterns with the various IBM offerings.

Once you’ve built and tested your integration, validate your solution with IBM to promote your solution and get more visibility.

Environment type Product(s) Cost and Links Notes
On Prem WebSphere Commerce, Sterling Order Management ~$795/year (US)--See Software Access Option or ~$2000/year (US) with support--See IBM Value Package.

Virtual Cloud Server WebSphere Commerce, Commerce-on-Cloud, Sterling Order Management Hourly pricing: $0.14 - $0.20 per hour; Monthly pricing: ~$80 - $200 per month.Check your SoftLayer account for pricing or click here to setup your account and/or request an image template

Watson Commerce Insights Click here to request access to Watson Commerce Insights. This is the only option for Watson Commerce Insights integration
Partner Pilot Account Universal Behavior Exchange (UBX) No charge. Click here to request access.

Select your area of integration:

IBM Campaign & Interact

When you integrate with IBM Campaign & Interact, customers will benefit from conflating data from first party marketing systems of record with vast paid and earned media data sets like digital display and social. The net result is the customer's ability to leverage all data captured within their marketing mix to better personalize real time, omni channel customer experiences.

IBM Watson Commerce Insights

Watson Commerce Insights empowers merchandisers, product managers and marketers with powerful ecommerce analytics to deliver customer and market insights right where it’s needed: on their site, embedded with their products and categories. Business users can then take direct action on the page, making informed online merchandising decisions to win business, build customer loyalty and drive profits. They can also quickly assemble interactive graphical displays to monitor the performance of their stores, categories, and products at a glance.

You can make your data available to Watson Commerce Insights users by building a plug-in. The plug-in makes your insights available to the business user through a widget in their Watson Commerce Insights workspace.

The following resources will help you get started integrating with Watson Commerce Insights:

IBM Customer Experience Analytics - Digital Analytics

When you integrate with Digital Analytics, the value extends beyond that of just point integrations. Your integrated solution enables joint customers an easy way to take advantage of Digital Analytics capabilities and third-party ad tech and marketing solutions through simpler collection and distribution of real-time behavioral data.

Refer to the resources here to get started with understanding how to utilize IBM Digital Analytics:

IBM Digital Data Exchange (DDX)

Digital Data Exchange provides an easy way for companies to deploy and manage page tags, for the collection and distribution of customer behavioral digital data, for IBM Digital Analytics, WebSphere Commerce, Unica omnichannel marketing solutions, and third-party digital marketing and customer engagement solutions. Digital Data Exchange simplifies the management of IBM and third-party page tags, making it possible to deploy and maintain website pages with minimal support from IT. Use these resources to learn more:

IBM Marketing Cloud

IBM Marketing Cloud (Silverpop) provides email marketing automation, lead management, and behavioral marketing capabilities. By providing deep, behavior-based customer insights and an intuitive engagement engine, IBM Marketing Cloud reduces the complexity of omnichannel marketing and enables exceptional experiences for customers across the entire buyer journey, across not only website and emails, but also mobile apps, social media, loyalty, SMS texts, check-ins, CRM/call center and offline transactions. The demo provides an introduction to the marketing automation, email and mobile marketing capabilities.

Partner solutions integrated with IBM Marketing Cloud (Silverpop) span CRM, customer analytics, e-commerce, event management, data management, content management, social engagement, and advertising solutions. Partner solutions can integrate to help drive real-time interactions using data from their apps and external systems, with rules to filter, route, update, and sync customer data for dynamic content, relational table content, behavioral content, and real-time content. Users are then able to access external behaviors from within IBM Marketing Cloud features such as behavioral queries, entrance criteria for programs and scoring. Partner solutions can also leverage capabilities to build workflows between their own products and IBM Marketing Cloud. Information on using IBM Marketing Cloud capabilities is available in the IBM Marketing Cloud documentation.

Education replays and more details on each integration type for IBM Marketing Cloud are available as follows:

IBM Sterling Order Management

If your solution is focused on Omni-channel…

If you are integrating your Omni-channel solution with the Sterling Order Management, you can leverage a rich set of Order Management APIs, whose documentation is installed with the software in your development environment. In addition, you might find relevant information in the following areas of the public documentation:

The Sterling Order Management System has a Sterling Store solution for store related tasks, and Commerce Call Center for Call Center tasks. You might find relevant information about integrating with them in the following areas of public documentation:

If your solution is focused on Order Management & Fulfillment…

This type of integration typically involves fulfillment of orders, communicating inventory changes and shipping to the customers and other external systems. You can access the following technical documentation from the below links:

If your solution is focused on Payments, Pricing, and/or Tax…

Sterling Order Management is not a master for tax records. You can develop adapters based on the general guidelines and code samples explained in the following links to integrate Sterling Order Management with an external tax system:

If you do not yet have a development environment which includes the needed IBM software components, you can review the available options at the top of this page.

IBM Customer Experience Analytics - Tealeaf

When you integrate with Tealeaf, brands can better achieve success through their customer-experience management programs. By connecting data capture and analysis tools, customers can mine essential information about consumer behaviors, revealing the full context of their actions. Tealeaf cxConnect provides interfaces for ecosystem solutions to query for customer sessions and events and to search and playback captured sessions.

Get a quick but effective exploration of Tealeaf capabilities in the "Getting value out of Tealeaf in one hour" scenario walk-thru guide. Tealeaf use cases and business value scenarios are documented in the Tealeaf community whitepapers (scroll to “Featured Documentation” section of the page).

Tealeaf business and technical user training and education modules including fundamentals, events and reports, advanced reports and dashboards, and usability analytics.

Information on the capabilities, API and examples of using and integrating with Tealeaf are available as follows:

  • Integration using Tealeaf data insertion and external segments (from web analytics and other solutions) can be found in the cxConnectsection of the Tealeaf documentation.
  • Integration with Voice of Customer solutions such as feedback and customer surveys using Tealeaf name-value pair insertion can be found in the Tealeaf CxConnect Guide section on VoC integration.
  • Integration using session search and replay APIs can be found in the Tealeaf CxImpact guide and examples as well as using CxReveal for more options CxReveal API Guide, showing an overview of integration methods, specific API's, where the Tealeaf session replay links are provided in the API results, and example of using the session search and replay APIs.
  • Integration using step based Tealeaf events to insert your solution's customer behavior and session data into the datastream captured by Tealeaf can be found in the Tealeaf CxImpact Guide section on creating step based events and also in the Tealeaf Events Overview session of March 2016 in the customer experience analytics PartnerWorld replays
  • Integration using Javascript based DOM UI capture to insert your solution's customer or session data can be found in the Tealeaf UI Capture Guide. A type 5 custom event message is used to insert data from your solution or sessions into the Tealeaf datastream.
  • Additional training classes and replays can be found in the Skills Gateway - enter/select Tealeaf Customer Experience in the product search

IBM Universal Behavior Exchange (UBX)

With IBM UBX, marketers, merchandisers, sales, customer service, and loyalty roles can all benefit from selective exchange of customer behavior data between various IBM and IBM Business Partner applications. By blending data contributions from multiple UBX endpoints, UBX users can build a view of their customers that is richer, better targeted, and more timely than any single application can provide. As an IBM Business Partner that participates in UBX, you can expand your exposure to customers who are actively looking to establish connections to new types of business data. Your value to these individuals is enhanced because they can now combine your marketing and customer engagement data with complementary data from IBM Commerce applications and other IBM Business Partner applications.

Use these resources to learn more:

Use the UBX Dynamic Event Library to verify customer behavior event types, their attribute fields and the UBX endpoints that are publishers and subscribers of the specific events to help define your event sharing integration use cases - this technical blog post provides a detailed step by step example.

To request a UBX pilot account to get started working with UBX for your solution, please complete the UBX Pre-integration Document. Once complete, please send the document to and place “UBX Partner Pilot Account Request” in the subject line of the email.

IBM WebSphere Commerce / Commerce on Cloud

WebSphere Commerce integrations can come in two forms: On-premise and Cloud. Your integration approach may need to be different depending on which form you want to target. The details in this section generally apply to both, however if you are interested in developing for the cloud, please ensure you follow the externalized customization (xC) programming model and store separation guidelines, which are specific to Commerce on Cloud.

If your solution is focused on Analytics and Business Intelligence…

With WebSphere Commerce, there are options to integrate your solution with existing business user tools, with the customer-facing store or both.

Integrating with the Management Center business tools enables marketing managers and merchandisers to leverage your data or insights to fine tune their marketing and personalization efforts. Integrations you might consider include:

To allow merchandisers to leverage your data or insights within their shopping flow you can create a new widget for Commerce Composer:

To capture data from the shopping flow to feed back into your solution, you may need to add instrumentation to the store pages. The starter store page flows describe how the Aurora store is structured:

If your solution is focused on Campaign management and marketing…

There are two approaches to integrating your campaign management or marketing solution with WebSphere Commerce. An enterprise-wide solution might access information about online marketing activities to roll-up higher-level reports. A solution that provides marketing capabilities to online stores might extend our library of marketing rule building blocks or create a Commerce Composer widget to reach online consumers directly.

WebSphere Commerce provides services to access marketing activities and promotions defined using our business tools:

Within WebSphere Commerce, you can extend the marketing capabilities by providing new building blocks for business users to work with:

To reach consumers directly with your marketing content, you can create a new widget for Commerce Composer:

If your solution is focused on Community, social, and/or customer engagement…

Your integration with WebSphere Commerce will typically involve adding UI elements to the WebSphere Commerce storefront. Sometimes these UI elements call web services to your proprietary solution. They may also call web services or REST APIs from WebSphere Commerce. These UI integrations typically mean developing apps/widgets which can be used with the Commerce Composer tool in WebSphere Commerce to build store pages. Here are some related technical documents:

If your solution is focused on Content management and/or rich or interactive media…

These UI integrations with WebSphere Commerce typically mean developing apps/widgets which can be used with the Commerce Composer tool in WebSphere Commerce to build store pages. Alternatively, a content management system might supply the store pages and call WebSphere Commerce REST APIs to access catalog and shopper data to display. Here is some related technical documentation:

If your solution is focused on Omni-channel…

WebSphere Commerce stores feature a responsive design approach that greatly simplifies integrating omni-channel solutions. A single store page can be used for desktop browsing, mobile devices and in-store tablet applications. You can also take advantage of REST services to access WebSphere Commerce data in your existing omni-channel solution:

If your solution is focused on Order management and fulfillment…

Integration with WebSphere Commerce typically involves connecting to the online store checkout process to communicate inventory reservations and transfer order details to an external system. Here is some related technical documentation:

If you are integrating with WebSphere Commerce at other touch points, such as the Product Details page, your integration may involve Commerce Composer widgets:

If your solution is focused on Payments, pricing, and/or tax…

Payment and tax system integrations typically involve building connector code to plug your solution into the WebSphere Commerce checkout flow. There are well defined extension points to assist in this type of integration:

Pricing integration typically involve loading price data into WebSphere Commerce using the Data Load utility. Here is some related technical documentation:

If your solution is focused on Product management and/or configuration…

Optimizing how products are managed, and how they're surfaced to shoppers allows merchandisers to more effectively do their job. Product configuration solutions make it easier for shoppers to buy with confidence that the product they've purchased meets their exact specifications. When considering how to integrate, consider approaches where the combined value of your solution with the IBM solution yields a "1+1=3" differentiation where the combined value exceeds that of each individual solution alone.

PIM integrations typically involve loading product data into WebSphere Commerce using the Data Load utility. Here is some related technical documentation:

Product configuration and customization solutions often involve creating custom widgets for Commerce Composer. See this related technical documentation:

If your solution is focused on Search optimization…

Search solution integrations typically involve integrating with WebSphere Commerce's search engine. Here are some links to help you get started:

Alternatively, you could create new Commerce Composer widgets to connect to your own search service:

If you do not yet have a development environment which includes the needed IBM software components, you can review the available options at the top of this page.

More resources

Select the IBM Commerce environment you want to set up:

Environment type Cost Notes

~$795.00/year (US)
See Software Access Option for current international rates

  • Access most IBM software
  • Download into your own environment

~$100-$200/month per instance (US)
Check your SoftLayer account for pricing

  • Can be ready within minutes/hours
  • No hardware or installation required
  • Create customized templates (integrated demo)
  • Replicate templates in multiple instances
  • You manage the availability of the environment


Live Chat is currently unavailable

The Live Chat service is usually available during normal business hours. Use the \"Contact us\" email link to send us an email now.