TeaLeaf manages the online customer experience

TeaLeaf this week announced it had revamped its Web-based application performance management software to now more accurately capture and measure the customer experience with a Web site or an online application.

TeaLeaf CX acts as a data repository for IT and business managers looking to get a better idea of online application performance and customer satisfaction, TeaLeaf says. The technology enables IT staff as well as business managers to go back and view exactly what the customer saw step by step through a process, company reps say.

"Web sites are becoming more complex and have multiple layers with infinite scenarios that can't always be tested before going live in front of customers," says John Dawes, vice president of product management at TeaLeaf. "We rebuilt the product to capture everything off the wire and allow multiple people to see what the customer saw as well as be able to drill down into IT diagnostic and business intelligence metrics."

For instance, an IT staffer responsible for application performance could use the software to help determine how well the site delivered content or how well the application reacted to customer requests. Service desk staff could use the software to better address an inquiry to the call center or help desk regarding online problems. And business managers could use the business intelligence and analytics features to determine what Web site designs or online applications appeal most to customers.

TeaLeaf CX is software loaded onto a dedicated appliance, which connects to a span or mirror port on a switch observing HTTP and HTTPS traffic. The software monitors the user sessions with a Web site and its applications. It generates alerts based on specified events, correlates captured data and provides detailed reporting. A viewer component replays user sessions, enabling IT groups to reproduce problems. Using the viewer, IT managers can see what the user saw, the company says.

The company also announced four add-on software applications designed to provide business impact analysis, customer service reporting, historical records and business intelligence tools, respectively. The add-on applications sit on top of the TeaLeaf CX data store and use the data stored there to perform their specific tasks.

For instance, TeaLeaf cxImpact provides business impact analysis reports that will show IT managers how performance problems are affecting customers in near real time and help them quickly resolve the issue. TeaLeaf cxReveal is geared toward customer service agents, to enable them to see what the customer is seeing when they make a call into the help desk for support or help with a specific online application. TeaLeaf cxVerify provides historical reports for audit, compliance and dispute resolution purposes. And TeaLeaf cxConnect integrates the data collected by TeaLeaf CX with other business intelligence tools to help the business get a better view of its customers and their online behavior, the company says.

With competition mostly from companies such as Coradiant, Keynote and Mercury Interactive, TeaLeaf says the add-on applications will help further differentiate its software from Web site and application performance management vendors.

TeaLeaf CX starts around $US80,000 for an average implementation. Pricing for the add-ons will depend on customer implementations. All products are scheduled to be available at the end of June.

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