Tealeaf Launches Next-Generation Web Application Management Solution, Providing Powerful Visibility into Web Customer Experience
New Version of Tealeaf RealiTea Platform Delivers Real-Time, Browser-Level Visibility; Reduces Problem Resolution Time and Maximizes Customer Conversion Rates
San Francisco, CA, January 31, 2005 - Tealeaf, a leading provider of solutions that offer powerful visibility into the online customer experience, today announced the immediate availability of Tealeaf RealiTea 4.5, the next-generation of the company’s platform. Leveraging more than five years of successful, high-volume deployments at leading, brand-name companies — including more than 25 Fortune-class — Tealeaf has significantly enhanced its core platform, as well as added powerful new reporting and analysis add-ons. Now, using RealiTea, companies can see their application’s delivery in the one place that truly matters — the browser of the customer.
RealiTea passively captures what customers do and see in real-time, enabling immediate detection, analysis, and response to issues blocking customers from successfully using key eBusiness services. Providing rules-based session inspection, true visual reproduction, rapid diagnosis, and actionable reporting in a scalable and secure environment, RealiTea uncovers problems that otherwise go undetected, significantly reduces problem-resolution time, and eliminates obstacles that lower customer conversion rates and raise customer service burdens.
"Esurance relies on a Web-based infrastructure to service 100% of our customers and deliver our sales," says Marj Davies, Director of Internet Operations for the direct-to-consumer personal auto insurance company. "With RealiTea 4.5, we now have the ability to give our Web applications a grade based on a comparison of the number of customer completions and pre-defined business goals. RealiTea has had a dramatic impact on our business, enabling us to improve the success rates of our applications and significantly reduce the time it takes to pinpoint, analyze, and respond to Web-application problems."
Knowledge is Power
"Tealeaf is taking a long-needed 'outside-in' approach to helping companies understand the actual customer experience and overcome the barriers to successful online business," said Geoffrey Bock, Senior Vice President, Patricia Seybold Group. "The latest version of the RealiTea platform will prove to be a wake-up call for many Web-savvy enterprises. For the first time, managers can actually see how their Web applications work from the customer’s perspective. They no longer need to tolerate the blindness of not knowing what is happening to their customers, any time of the day or night."
The RealiTea platform allows everyone in the organization — from the Executive Vice President of e-Commerce and the Business Intelligence Manager to the CIO, IT Department, and Customer Service teams — to have both aggregate and direct visibility into the customers’ online experience. Organizations can then use this information to make better, more informed strategic business decisions based on the customers’ perspective. They can also rapidly drill down and replay individual customer sessions to enable the rapid elimination of obstacles.
"Time and time again, we've seen what the power of visibility can do for our eBusiness customers — when everyone within the ranks of an organization can review, understand, and act upon actual customer sessions," said Rebecca Ward, President & CEO of Tealeaf. "Now, organizations can, in real-time, analyze the overall health of their applications and critical business processes, and widely share this data internally within the many business layers. This will allow them to better align their business and IT objectives and make more strategic business decisions based on the customer experience."
Tealeaf RealiTea 4.5
With RealiTea 4.5, Tealeaf has strengthened its core platform with the ability to identify, diagnose, and resolve functional performance and availability problems preventing conversions. It also now offers add-on products that deliver executive-level views of business-process health and overall customer experience, enable CSRs to rapidly resolve online customer issues at the first point of contact, and integrate online and offline data sources to deliver a 360-degree understanding of the customer.
Key new enhancements to the core RealiTea platform include:
- Event Analysis Reports: Providing out-of-the-box reporting with actionable, drill-downs and pivots, Analysis Reports provide the ability to conduct rapid isolation, business impact sizing and triage business process, functional availability, and other issues impacting the customer’s ability to use critical eBusiness functionality and online services.
- Performance Reports: Performance Reports provide the out-of-the-box ability to measure and correlate response time to customer experience and its impact to the business. They provide the ability to identify the response time, size, and delivery issues negatively impacting critical eBusiness functionality and immediately determine if the issue is isolated to the application or the delivery of the page across the Internet.
- Expanded Customer Data Security Capabilities: Data capture, filtering, and access controls have been expanded to include variable data destruction and roles-based access to ensure customer data privacy while not hindering problem resolution, password-protected, and encrypted configuration files to protect critical system files and change, access, and usage auditing to meet internal security audit requirements.
- Increased Scalability: Additionally, the RealiTea platform has been expanded to offer configurable indexing, distributed archiving to meet long-term customer-dispute and Web-archiving requirements, and numerous enhancements in data processing scalability, performance, and throughput to scale to the needs of enterprise class high volume sites.
These key enhancements are built-on RealiTea's customer-proven, no-risk architecture that provides a passive, secure, and scalable platform to record, process, and archive online customer sessions.
Additionally, new add-ons further extend the capabilities of the RealiTea platform and bring value to broader sets of users enterprise-wide.
- eBusiness Scorecards measure and score the business health of an application by providing at-a-glance executive-level summaries and trend views of key functionality, features, and processes against defined business goals such as customer completion rates, failure rates, and overall experience. The Scorecards align business and IT management with customer-centric measurements of business process health, insight into the business impact of new functionality or changes, and immediate awareness into alarming trends affecting customer success.
- Data Extractor gives business intelligence, MIS, and IT teams a rich, reliable data source to complete the cross-channel perspective by automatically extracting recorded customer-session data into a ready-to-use relational format. Whether used for Web-specific reporting or integrated with other data sources to build a 360-degree understanding of the customer, the Data Extractor fills data gaps and extends reporting and analysis capabilities so businesses can make application investment decisions based on an accurate and complete understanding of customers’ online experience.
- CSR Search Panel provides customer service teams with simple and secure access to live and archived customer sessions seamlessly integrated into existing CRM consoles or custom support dashboards. Using ‘one-click’ retrieval to see what actually happened before the customer reached the service desk, the CSR Search Panel empowers customer service to provide more effective service through informed responses, eliminate unnecessary escalations to Tier II or Tier III resources, and quickly resolve user disputes at the first point of contact.
About Tealeaf
Tealeaf® is a leading provider of solutions that offer powerful visibility into the online customer experience. Providing unprecedented visibility to all stake holders within an organization, from C-level executives, IT management, business managers, and customer service, the Tealeaf RealiTea platform is the only solution that gives a browser-level, 'outside-in' view of the customer experience of every user, for every transaction, because in the maturing eBusiness environment, online customer failures are no longer an option. Using patented technology, the award-winning Tealeaf RealiTea solution enables companies to detect, analyze, and respond to eliminate obstacles that prevent customers from successfully conducting business online. Tealeaf is headquartered in San Francisco, CA and its customers include more than 25 Fortune-class companies — including more than 30 financial services institutions, 15 insurance providers, and nearly 40 leading retailers, as well as manufacturers, travel & hospitality, telecommunications, and distribution companies. For more information, email info@tealeaf.com or visit the Web site at www.tealeaf.com.
© Copyright 2005 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
678.513.4143
ggalat@tealeaf.com
Kulesa Public Relations: Cathy Wright
650.340.1985
cathy@kulesapr.com
