• March 5, 2007
  • By Marshall Lager, founder and managing principal, Third Idea Consulting; contributor, CRM magazine

TeaLeaf Brews a Hot Mug of CEM

Customer experience is a hot topic in online business, and TeaLeaf is seeking to heat it up some more today with the release of a new version of TeaLeaf CX, the company's Customer Experience Management (CEM) system. TeaLeaf CX version 6 allows users to capture customer interactions in order to grasp and improve the flow of e-business transactions. TeaLeaf cxView, a new application in the TeaLeaf CX family launched along with the upgraded suite, provides online businesses with impact analysis and customizable dashboards to better understand why transactions succeed or fail. Importantly, cxView can show all the vital metrics--IT issues and business process snags--together, bringing the people who must craft the solution closer to the answer. "Getting a holistic view of operational problems has been a big buzz in the contact center market," says John Dawes, vice president of product management for TeaLeaf. "Now we're expanding that level of insight to Web businesses." He added, in a written statement, "As e-business continues to mature, customer-centric organizations must take a proactive approach to understanding and managing the end user application experience. TeaLeaf CX is an ideal suite of solutions for these forward looking companies, enabling them to answer the most vital questions that affect customer loyalty." Customer session replay, a fixture of TeaLeaf functionality, is now available in a browser interface as well as client-side. This gives users another real-time option for viewing KPIs over time and spotting sudden changes as they occur. TeaLeaf now supports replay of Flex and Flash applications in Web sessions, in addition to Ajax-based ones. Analysts are optimistic that the unified view that products like TeaLeaf CX and cxView provide will help companies make customer experience better, faster. "TeaLeaf has stepped forward to deliver products with the analytic capabilities to provide answers for business managers seeking to understand how customer experiences affect online transaction completion," said Richard Ptak, managing partner at Ptak, Noel & Associates, in a written statement. "This represents a major advantage to enterprises eager to use IT to propel competitive advantages to new heights." "The thing that really struck us about TeaLeaf CX was the type of analysis they were doing; it's the first time that business information and technical information were being analyzed side by side," says Jasmine Noel, principal analyst at Ptak, Noel & Associates. "IT has always been off on its own side, and businesses would leave them to examine their own issues." Related articles: E-commerce Best Practices Make Perfect
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