• June 11, 2007
  • By Marshall Lager, founder and managing principal, Third Idea Consulting; contributor, CRM magazine

Tealeaf Broadens Its Offerings

Tealeaf Technology today announced upgrades to two of its core customer experience management (CEM) applications, further extending visibility into online customer experiences across organizations. The new version of cxReveal integrates actionable information about each customer's online experience with CRM applications, increasing first call resolution rates for Web issues and reducing customer churn through heightened customer satisfaction. In addition, a new version of cxVerify further extends information access by retaining historical records of online interactions, helping to better resolve customer disputes. The updates address a growing demand for real-time insight into the online customer experience, the company says. New features in cxReveal include a configurable, Web browser-based approach for replaying a customer's online experience; customizable search templates that improve service workflow by providing specific, controlled access to online customer experience information; and a Web services programming interface that eases integration with third-party CRM and contact center environments. CxVerify lets companies preserve a complete, permanent, and authentic record of all online customer interactions and transactions, helping solve customer dispute issues and improve reporting, compliance and auditing. In the event of any dispute, the customer's session can be quickly retrieved, replayed, and reviewed. The new version of cxVerify offers improved support for long term archival of customer sessions, particularly for Web 2.0 applications such as AJAX, Flash and rich media. Enhancements include automated storage of media objects such as images and video, ability to save sessions based on interactions with rich Internet applications, and a redesigned user interface that streamlines the support of data retention policies. Integration figures heavily into the Tealeaf upgrades. "The most notable enhancement of the Tealeaf cxReveal product is the ability to access Tealeaf's user session data from existing CRM systems," says John Lovett, research analyst with Aberdeen Group. "For example, a customer support agent can access a user's current or historic online sessions using tabs within the Salesforce.com environment without having to switch applications. This brings familiarity to the interface and allows agents to expedite the process of accessing information and resolving disputes." Lovett says cxVerify will likely be most beneficial for financial services companies and those dealing with sensitive information. "The upgrade anticipates increased use of rich media applications such as AJAX and Flash allowing storage and session retrieval of these types of user sessions," he says, noting that such technology is becoming more common in financial services. Tealeaf's capabilities allow agents to identify issues more quickly and discern development problems from user generated errors, Lovett says. "This is beneficial for companies because only true development issues will escalate beyond first level customer support. Tealeaf's innovation will provide greater visibility into the Web channel, providing the potential for superior levels of customer service." Related articles: TeaLeaf Brews a Hot Mug of CEM
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