Tealeaf Extends Online Customer Experience Management Enterprise-Wide
Tealeaf cxReveal and Tealeaf cxVerify Address Heightened Demand for Visibility by Broadening Reach of CEM Solutions to Service, Support, Legal, and Dispute Teams
San Francisco, CA, June 11, 2007 - Tealeaf™, the leader in online Customer Experience Management (CEM), today announced upgrades to two of its core applications, further extending visibility into online customer experiences across organizations. The updates address a growing demand for real-time insight into the online customer experience from teams which previously have not had visibility. The new version of cxReveal integrates actionable information about each customer's online experience with Customer Relationship Management (CRM) applications, increasing first-call resolution rates for web-related issues and, in turn, reducing customer churn as a result of heightened overall customer satisfaction. In addition, a new version of cxVerify further extends access to this new class of information by retaining historical records of online interactions, helping to better resolve customer disputes.
Tealeaf's family of CX online customer experience management solutions provides an unprecedented 360-degree view of the online customer experience. Ebusiness decision makers and IT professionals have increasingly turned to Tealeaf to better understand why their users succeed or fail when conducting critical online processes on their web site. Tealeaf cxReveal extends this insight by integrating with existing CRM consoles or customer support portals to provide real-time visibility for front-line service and support teams. Never before have support organizations had access to live and archived customer sessions to immediately understand and respond to customer-specific issues, and ultimately help them serve their customers faster, the first time, with better results.
"Customer support teams are empowered by the ability to recall a detailed record of an online customer interaction in real time," said John Lovett, research analyst from the Aberdeen Group. "This capability will undoubtedly improve the customer experience and is vital to the maturity of the online channel. Tealeaf's innovation will provide greater visibility into the web channel, providing the potential for superior levels of customer service."
"Before Tealeaf, we had no specific information to help address a customer's issues when they called in," said Lynette Montgomery, vice president of eCommerce, Levenger. "With Tealeaf cxReveal, our agents now have immediate access to online customer sessions. This has totally changed the way we handle customer issues — it now allows us to serve our customer's needs at the first point of contact. Every customer service team should have Tealeaf."
Enhancements to cxReveal include:
- Universal Browser-Based Replay: A configurable, web-based approach for replaying a customer's actual online experience, cxReveal can be easily deployed and utilized by large, distributed service and support teams
- Support-Specific Templates: Easily customized search templates that promote better customer service workflow by providing specific, controlled access to online customer experience information
- Web Services API: Standards-based programming interface that eases integration with third-party CRM and contact center environments
"Ecommerce has reached a critical mass, creating a need at every level of an organization for insight into the customer experience in order to understand why users are taking actions they are, including calling for support," said John Dawes, vice president, product management, Tealeaf. "By extending Tealeaf's rich data set to CRM, we are excited to have reached the next stage in development of the only enterprise-wide CEM solution suite, further enabling the growth of customer-centric companies doing business online."
Tealeaf is also announcing a product upgrade of cxVerify. By preserving a complete, permanent and authentic record of all online customer interactions and transactions, cxVerify empowers organizations to solve customer dispute issues and address e-discovery for reporting, compliance and auditing needs. In the event of any dispute, the customer's session can be quickly and easily retrieved, replayed, and reviewed. The new version offers enhancements designed to support long-term archival of critical customer sessions, particularly for Web 2.0 applications such as AJAX, Flash and rich media. Enhancements include automated storage of constantly changing 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 supporting long-term retention policies.
"optionsXpress has earned top rankings as an online broker due to our innovative, easy to use tools for investor education, market evaluation and trade execution," said Ben Stein, vice president of IT infrastructure, optionsXpress. "Tealeaf plays a critical role, helping us continually improve and enhance the optionsXpress platform. Beyond that, Tealeaf cxVerify gives us the ability to archive our online interactions. This gives us a common point of reference with customers, and helps us provide the most user-friendly experience possible among online brokers today."
About Tealeaf
Tealeaf is the leading provider of online customer experience management solutions. Tealeaf's CX family of solutions provides unprecedented enterprise-wide visibility into every user's unique online interactions. This "360-degree view" of the online customer experience enables a clear and consistent understanding of the customer for Ebusiness, IT, customer service and legal and compliance executives and their organizations across a wide range of vertical industries including retail, banking, travel, insurance, telecommunications, pharmaceutical and transportation. Founded in 1999, Tealeaf is headquartered in San Francisco, California, and is privately-held. For more information, visit www.tealeaf.com.
###
© Copyright 2007 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 Contact:
Horn Group: Mandy Kakavas
415.905.4015
mandy.kakavas@horngroup.com
