optionsXpress, Inc. Improves Web Application Availability and Accuracy with Tealeaf Technology
Business Process Improvements Increase Efficiency At Pioneering Options Brokerage
San Francisco, CA, October 6, 2003 - Tealeaf Technology®, the leader in application availability as measured by the real user, today welcomed optionsXpress to its rapidly expanding customer list. Tealeaf's Web application management solution is being used to manage the real availability of Web applications throughout optionsXpress' pioneering online options brokerage.
optionsXpress is the online brokerage for self-directed investors who want to use options to protect portfolios, increase investment income and maximize returns on stock movements. With its suite of proprietary, innovative tools and features, optionsXpress reduces the mystery and complexity of options and ensures that users can identify, evaluate and then execute suitable options investment opportunities.
One of Tealeaf's core capabilities is the ability to capture every Web application request and every response for every user. It is only in this way that a company can truly understand how each and every real user interacts with their Web application, and the exact specifics of that business event. Furthermore, the ability to immediately replay those captured sessions has proved invaluable to optionsXpress.
Prior to having Tealeaf installed, optionsXpress had no standard methodology to manage dispute resolution. If an individual disputed a trade, optionsXpress would either pay the claim, or try to spend invaluable IT resources recreating the actual user session from disparate and protean components. The process today at optionsXpress is startling in its simplicity: they simply reply to each dispute with the exact file of that user's session. When IT can see exactly what the user sees, there can be no margin for error.
"A positive user experience is the number one goal at optionsXpress, and a big part of that experience is obviously successful trade execution," said David Kalt, president of optionsXpress. "Prior to Tealeaf, however, when trading errors occurred we had no way to view customer activity that preceded those errors. Today, we can zero in on any customer session from the customer's perspective to identify what went wrong and where. With Tealeaf, we can identify areas of the site that are more prone to errors, and move quickly to improve the experience. Tealeaf is a very powerful tool in our customer service toolbox."
"OptionsXpress is a more valuable company today because of the capabilities provided us through Tealeaf," added Ben Stein, VP of IT at optionsXpress. "We no longer expend valuable IT resources figuring out what went wrong with a trade. As a matter of process, we now save each and every trade we execute. Should a dispute arise at any time, we have a complete and comprehensive record of that transaction — in context and in its entirety."
Tealeaf offers the first and only Web application management solution that helps IT operations rapidly identify, recreate, and diagnose application-level and business process failures. Because Tealeaf captures and evaluates the complete session of every real user, it can immediately identify application errors and business process failures. By providing the means to replay every individual session, it can visually pinpoint the sequence of actions that preceded an application-level error, exactly as the user saw it. Tealeaf provides the necessary visibility into what the real user does and sees, the required context to recreate the problem and what led up to it, and the means to correlate the problem back to the individual user or users affected. As a result, Tealeaf can increase the availability of Web applications, reduce application support costs, and protect revenue streams.
"We are delighted to help optionsXpress in their dispute resolution process," said Frank Vaculin, President and CEO of Tealeaf. "In an industry such as theirs when real-time information exchange is critical to their business, we are pleased to add value to that process."
About Tealeaf Technology
Tealeaf Technology® is the leader in application availability as measured by the real user, and is the only
Web application management solution focused on the true availability of Web applications. Using patented
technology, the award-winning Tealeaf solution captures every user session, detects business process and
application failures in real time, alerts to these problems immediately, and correlates the problems to the
end user instantly. The result to IT is immediate awareness of critical failures, accelerated problem resolution
and increased conversion rates due to better, more effective applications. Tealeaf is headquartered in San
Francisco, CA. For more information, email
info@tealeaf.com or visit the Web site at http://www.tealeaf.com.
© Copyright 2003 Tealeaf Technology, Inc. All rights reserved. Tealeaf products and services mentioned herein are the registered or unregistered trademarks and service marks of Tealeaf Technology, Inc. All other trademarks or service marks are the property of their respective holders and are hereby acknowledged.
Press Contacts:
Tealeaf Technology: Geoff Galat
415.932.5287
ggalat@tealeaf.com
Kulesa Public Relations: Cathy Wright
650.595.1871
cathy@kulesapr.com
