Group to examine online customer experience

Internet performance monitor Keynote Systems joined Hewlett-Packard , Cisco Systems, and several other Internet companies to form a workgroup aimed at improving online customer experience. The Web Quality of Experience Workgroup will offer a joint set of infrastructure products and services designed to establish standards for online customer service and to spur innovation for future technology developments, according to Keynote officials. By leveraging the various technologies and services of its member companies, the group hopes to identify best practices to sustain consumer confidence and trust in online businesses. The Workgroup will publish an index containing quality measurements by both Keynote and WebCriteria, which the group plans to offer as a benchmark comparison for e-business site performance.

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