IBM United Kingdom Ltd

IBM Watson Campaign Automation (WCA)

IBM Watson Campaign Automation is a digital marketing automation platform designed to put the power of data in the hands of the marketer. Use behavioural data from any source to create consistent campaigns wherever your customers are, through channels like email, web, mobile apps, SMS, social, group messaging and more.

Features

  • Design and automate consistent cross-channel experiences
  • Understand and report on customer behaviour with cognitive analytics
  • Scalable, cloud-based platform that integrates with customer sources and tools
  • Personalization and A/B/n testing
  • The industry's only integrated AI-powered Marketing Assistant
  • Lead management and scoring using BANT and customer behaviour
  • Design and build the perfect customer journey
  • Marketing and communications across email, mobile push, SMS, social

Benefits

  • Increase open, click-through and conversion rates
  • Save time by streamlining regular tasks while making better decisions
  • Make better marketing decisions while driving deeper customer engagement
  • Get the insights to further optimize campaigns, achieving better results
  • Close the loop between marketing and sales, driving greater revenue
  • Deliver experiences your customers expect, exactly how they expect them
  • Easy collaboration across the entire marketing team, wherever they are
  • Leverage A/B/n testing to optimize marketing messages and improve results

Pricing

£2062.00 per licence per month

Service documents

G-Cloud 10

762480185941237

IBM United Kingdom Ltd

Alice Griffin

+44-07387-134406

gcloud@uk.ibm.com

Service scope

Service scope
Software add-on or extension No
Cloud deployment model Public cloud
Service constraints There are no constraints
System requirements Web browser

User support

User support
Email or online ticketing support Email or online ticketing
Support response times WCA Technical Support Standard Support Hours:

Day Hours of Operation
Sunday 10:00 PM - 11:59 PM Eastern U.S.
Monday - Thursday 24 x 4
Friday 12:00 AM - 9:00 PM Eastern U.S
Saturday Closed

After Hours Support for entitled customers is available only for Severity 1 (critical business impact/service down) issues on weekends, and holidays.
User can manage status and priority of support tickets Yes
Online ticketing support accessibility None or don’t know
Phone support Yes
Phone support availability 9 to 5 (UK time), Monday to Friday
Web chat support No
Onsite support Yes, at extra cost
Support levels Please refer to the below link for information on IBM's severity levels
https://www-01.ibm.com/software/support/support_guide.html?product=2507594
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started IBM Watson Campaign Automation Orientation is a foundation, education package for IBM Watson Campaign Automation. It provides a high-level description of Watson Campaign Automation features and capabilities, along with an introduction to the Customer Engagement Model. The orientation package is included with an initial subscription to Watson Campaign Automation, and should be completed prior to starting the required, onboarding service. It is delivered as a self-service offering, and includes video and web-based recordings.

IBM Watson Campaign Automation Light Onboarding Services:
This service is a combination of provisioning and training that is designed to enable users to configure and utilize offerings in the Watson Campaign Automation Standard and Essentials offerings. This remotely delivered service provides up to 15 hours and is required with an initial subscription to Watson Campaign Automation. An onboarding consultant is assigned to guide Clients through the onboarding process which is delivered through a series of remote meetings and recorded, web-based learning sessions. Onboarding services include provisioning, configuration and setup, training, and Q & A.

There is also a comprehensive publicly available knowledge base accessible via the below link
https://www.ibm.com/support/knowledgecenter/en/SSWU4L/imc/product_welcome_kc_imc.html, along with education badges at a variety of levels for different user roles.
Service documentation Yes
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction Specific data elements of the Cloud Service shall be available within the Cloud Service as follows (the"Data Retention Period"):
- Databases (contact lists) and templates: 450 days from last use (actively used databases and templates are retained indefinitely while the service is active).
- Messages, collateral used in messages (e.g., graphics, pictures, documents, and templates), and email click-tracking data: 450 days from the date the message is sent.
- Web tracking for known or authenticated visitors: 180 days
- Web tracking for anonymous visitors: 30 days (records may be converted to "known"if the user's identity becomes known within the 30 days).
- Universal Behaviors: 180 days

IBM will retain Content (including Client Personal Data) that is stored or persisted within this Cloud Service after termination or expiration of the Cloud Service, until removal of content is specifically requested by Client. These data elements may be removed from IBM's network and systems after the Data Retention Period has expired, and in any event, IBM may destroy all copies of these data elements, and any other related Client data, 30 days following termination or expiration of the Subscription Period.
End-of-contract process The term of the Cloud Service begins on the date IBM notifies Client of their access to the Cloud Service, as documented in the PoE. The PoE will specify whether the Cloud Service renews automatically, proceeds on a continuous use basis, or terminates at the end of the term.

For automatic renewal, unless Client provides written notice not to renew at least 90 days prior to the term expiration date, the Cloud Service will automatically renew for the term specified in the PoE.

For continuous use, the Cloud Service will continue to be available on a month to month basis until Client provides 90 days written notice of termination. The Cloud Service will remain available to the end of the calendar month after such 90 day period.

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 11
  • Firefox
  • Chrome
Application to install No
Designed for use on mobile devices Yes
Differences between the mobile and desktop service There should be no difference between the web and mobile experiences.
Accessibility standards None or don’t know
Description of accessibility This is something we can discuss.
Accessibility testing This is something we can discuss.
API Yes
What users can and can't do using the API There is no API available to set up the services or make changes to the service.

With Watson Campaign Automation, marketers can automate exceptional client experiences – starting with email marketing, lead management, or mobile engagement and expand into analytical insights.

The Watson Campaign Automation API Suite is accessible via REST, SOAP, and XML protocols and uses standard web protocols (HTTP Post, HTTPS, FTP, SFTP) and file formats (XML, CSV, TSV, PSV). Real-time requests and responses are handled via HTTP/HTTPS and batches of data are handled via FTP/SFTP.

The WCA Platform developer content includes API and SDK documentation that applies across all Watson Campaign Automation features. Full details can be found in the following link:
https://developer.ibm.com/customer-engagement/docs/watson-marketing/ibm-engage-2/watson-campaign-automation-platform/

The IBM Universal Behaviour Exchange element provides an open API mechanism for the transfer of data to and from IBM applications and also to/from third party partners as selected by the client.
API documentation Yes
API documentation formats
  • HTML
  • PDF
  • Other
API sandbox or test environment No
Customisation available Yes
Description of customisation Watson Customer Engagement provides a developerWorks developer center dedicated to allowing developers to customize our offerings. You can find all the latest information from our team of experts in the API developer center.

Here are just a few of the available resources:
- Interactive API reference in API explorer
- SDKs available in GitHub
- Tutorials with example code
- Events to keep you in the loop on the latest innovations
- dW answers to ask questions of our experts

In the developer centre, you can also share information, interact with our developers, try out samples, ask questions, and provide feedback. To access the IBM API developer centre, see https://developer.ibm.com/customer-engagement/docs/watson-marketing/ibm-engage-2/watson-campaign-automation-platform/.

Scaling

Scaling
Independence of resources The architecture of IBM cloud services maintains logical separation of client data. Internal rules and measures separate data processing, such as inserting, modifying, deleting, and transferring data, according to the contracted purposes.

Analytics

Analytics
Service usage metrics Yes
Metrics types Number of marketing interactions are provided by request.
Specific sends can be seen in the platform's reporting (i.e. number of contacts an email was sent to).

A Marketing Interaction is an inbound or outbound touch point/communication. Examples of these communications are an email message, a mobile push, a device application message, transactional messages, content displayed in browsers, a social impression, and ad target. These can be related to anonymous or known visitors, or customers.
Reporting types
  • Real-time dashboards
  • Reports on request

Resellers

Resellers
Supplier type Not a reseller

Staff security

Staff security
Staff security clearance Other security clearance
Government security clearance Up to Developed Vetting (DV)

Asset protection

Asset protection
Knowledge of data storage and processing locations Yes
Data storage and processing locations
  • United Kingdom
  • European Economic Area (EEA)
  • EU-US Privacy Shield agreement locations
  • Other locations
User control over data storage and processing locations Yes
Datacentre security standards Complies with a recognised standard (for example CSA CCM version 3.0)
Penetration testing frequency At least once a year
Penetration testing approach ‘IT Health Check’ performed by a Tigerscheme qualified provider or a CREST-approved service provider
Protecting data at rest
  • Physical access control, complying with CSA CCM v3.0
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Physical access control, complying with another standard
  • Encryption of all physical media
  • Scale, obfuscating techniques, or data storage sharding
Data sanitisation process Yes
Data sanitisation type Explicit overwriting of storage before reallocation
Equipment disposal approach Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001

Data importing and exporting

Data importing and exporting
Data export approach Reports can be exported to CSV and PDF format.
You can export data from any widget in CSV format.
Mailing reports data can be exported in TSV and CSV format.
Databases, contact lists and queries can be exported in TSV, CSV and PIPE format.
Data export formats
  • CSV
  • Other
Other data export formats
  • PDF
  • PSV
  • TSV
Data import formats
  • CSV
  • Other
Other data import formats
  • TSV
  • PSV

Data-in-transit protection

Data-in-transit protection
Data protection between buyer and supplier networks
  • Private network or public sector network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Other
Other protection between networks IBM will encrypt content not intended for public or unauthenticated viewing when transferring content over public networks. Further, unless excluded by a TD, IBM will enable use of a cryptographic protocol, such as HTTPS, SFTP, and FTPS, for Client’s secure transfer of content to and from the Cloud Service over public networks. Client Content can be optionally encrypted at rest within the IBM Cloud Datacenter when requested or configured as such by Client.
Data protection within supplier network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway

Availability and resilience

Availability and resilience
Guaranteed availability IBM provides the following availability service level agreement ("SLA") for the Cloud Service as specified in a PoE. The SLA is not a warranty. The SLA is available only to Client and applies only to use in production environments.

Compensation for a valid SLA claim will be a credit against a future invoice for the Cloud Service based on the duration of time during which production system processing for the Cloud Service is not available ("Downtime"). IBM will apply the highest applicable compensation based on the cumulative availability of the Cloud Service during each contracted month, as shown below. The total compensation with respect to any contracted month cannot exceed 20 percent of one twelfth (1/12th) of the annual charge for the Cloud Service.

Availability during a contracted month / Compensation (% of monthly subscription fee for contracted month that is the subject of a claim)
Less than 99.95% / 2%
Less than 99.00% / 5%
Less than 98.00% / 10%
Less than 97.00% / 20%

Exact information can be found in the Service Description.
Approach to resilience Available at request.
Outage reporting Clients are alerted to any potential interruptions to service on the website application itself, via the support portal and via email alert.

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication
  • 2-factor authentication
  • Username or password
Access restrictions in management interfaces and support channels IBM maintains individual role-based authorization of privileged accounts that is subject to regular validation. A privileged account is a duly authorized IBM user identity with administrative access to a Cloud Service, including associated infrastructure, networks, systems, applications, databases and file systems.
Access restriction testing frequency At least every 6 months
Management access authentication
  • 2-factor authentication
  • Username or password

Audit information for users

Audit information for users
Access to user activity audit information Users contact the support team to get audit information
How long user audit data is stored for Between 1 month and 6 months
Access to supplier activity audit information Users contact the support team to get audit information
How long supplier audit data is stored for Between 1 month and 6 months
How long system logs are stored for Between 1 month and 6 months

Standards and certifications

Standards and certifications
ISO/IEC 27001 certification Yes
Who accredited the ISO/IEC 27001 Bureau Veritas
ISO/IEC 27001 accreditation date 17/11/2017
What the ISO/IEC 27001 doesn’t cover The infrastructure and platform this offering is run on is ISO/IEC 27001 compliant.
https://www-01.ibm.com/common/ssi/cgi-bin/ssialias?subtype=ST&infotype=SA&htmlfid=KUJ12445USEN&attachment=KUJ12445USEN.PDF
ISO 28000:2007 certification No
CSA STAR certification No
PCI certification No
Other security certifications No

Security governance

Security governance
Named board-level person responsible for service security Yes
Security governance certified Yes
Security governance standards ISO/IEC 27001
Information security policies and processes IBM has an Information Technology (IT) Security policy that establishes the requirements for the protection of IBM's worldwide IT systems and the information assets they contain, including networks and computing devices such as servers, workstations, host computers, application programs, web services, and telephone systems within the IBM infrastructure. IBM’s IT Security policy is supplemented by standards and guidelines, such as the Security Standards for IBM's Infrastructure, the Security and Use Standards for IBM Employees and the Security Guidelines for Outsourced Business Services. Such are reviewed by a cross-company team led by the IT Risk organization every six months.

IBM has a dedicated Vice President of IT Security who leads a team responsible for IBM's own enterprise data security standards and practices. Responsibility and accountability for executing internal security programs is established through formal documented policies. IBM Services teams also have dedicated executives and teams who are responsible for information and physical security in the delivery of our client services.

Operational security

Operational security
Configuration and change management standard Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Configuration and change management approach All changes to the IBM WCA platform, including software and infrastructure, must be approved and implemented according to a formal Change Control process. Every change must be documented in a Change Control Request (CCR) that is reviewed by the Change Control Committee (CCC) for the business justification, potential impact, and completeness of required activities (e.g. applicable testing). Application source code is maintained in a code-repository/version-control tool; system builds and application builds are maintained in a deployment-automation system. Approved changes are implemented during scheduled maintenance windows by the Configuration Management and Operations teams using automation tools.
Vulnerability management type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach A Web Application Security Assessment (WASA) is performed on every major release by an application-security specialist in Information Security, at least one per year is performed by an independent third party that provides an attestation. Platform infrastructure and network are subject to attack-and-penetration testing and vulnerability scans by IBM at least quarterly and by an independent third party at least annually. All findings from security testing are presented to appropriate stakeholders for analysis, determining validity and potential risk exposure, those that present a risk exposure warranting remediation are prioritised, placed in the schedule accordingly, and tracked through verification of remediation.
Protective monitoring type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach The WCA Information Security Team manages and coordinates all investigations and incident responses related to security and privacy and engage other internal teams and resources, including the broader IBM Computer Security Incident Response Team (CSIRT), as appropriate given the nature of the situation. If an investigation indicates that the security or privacy of a customer's data or account(s) may have been compromised, IBM will engage the customer to provide the relevant information and solicit participation in the investigation. For confirmed issues, the Information Security Team performs root-cause analysis to ensure the underlying cause of the issue is corrected.
Incident management type Conforms to a recognised standard, for example, CSA CCM v3.0 or ISO/IEC 27035:2011 or SSAE-16 / ISAE 3402
Incident management approach The WCA Information Security Team manages and coordinates all investigations and incident responses related to security and privacy and engage other internal teams and resources, including the broader IBM Computer Security Incident Response Team (CSIRT), as appropriate given the nature of the situation. If an investigation indicates that the security or privacy of a customer's data or account(s) may have been compromised, IBM will engage the customer to provide the relevant information and solicit participation in the investigation. For confirmed issues, the Information Security Team performs root-cause analysis to ensure the underlying cause of the issue is corrected.

Secure development

Secure development
Approach to secure software development best practice Supplier-defined process

Public sector networks

Public sector networks
Connection to public sector networks No

Pricing

Pricing
Price £2062.00 per licence per month
Discount for educational organisations No
Free trial available No

Documents

Documents
Pricing document View uploaded document
Service definition document View uploaded document
Terms and conditions document View uploaded document
Return to top ↑