TeaLeaf CX: Data Store Software with Ajax Support

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Friday, June 2, 2006; 06:25 AM

TeaLeaf  introduced TeaLeaf CX, a comprehensive data store providing a detailed view of the online customer experience. TeaLeaf CX provides a rich data set of the complete record of every customer, making it the a source of visibility about the online customer experience. TeaLeaf also introduced four new solutions that are powered by TeaLeaf CX, enabling a clear and consistent view of the customer across the enterprise.

"Wachovia is consistently rated amongst the leaders in online banking. TeaLeaf has provided us with the ability to deliver exceptional customer experience alongside our leading products and services," said David Stone, senior vice president, director of online customer experience and support, Wachovia. "TeaLeaf CX will help us take that to another level, by providing an enterprise view of our online customers."

TeaLeaf CX provides the visibility — including new support for Web 2.0 applications such as those built in AJAX — required to detect unknown obstacles blocking business processes. TeaLeaf CX also provides Business Impact Analysis reports that quantify the business impact of issues and identify commonalities to rapidly pinpoint application problems.

Extending the value of TeaLeaf CX's rich data store enterprise-wide, the new family of CX-powered applications provides a complete view of the online customer experience across the enterprise, enabling customer support to resolve customer service issues rapidly, business managers to identify usability issues, prioritize based on business impact and to help settle customer disputes and meet mandates for audit and compliance.

"TeaLeaf's software has long provided priceline.com with the competitive advantage of being able to fully analyze and optimize our customers' web experience," said Ron Rose, CIO, priceline.com. Tealeaf CX's powerful research capabilities will cut our root cause analysis time in half while dramatically enhancing our ability to understand customer behaviors on the website."

The TeaLeaf CX family of solutions is comprised of four new applications, all powered by the TeaLeaf CX datastore:

• TeaLeaf cxImpact™ provides Business Impact Analysis reports that immediately quantify the business impact of issues affecting the customer experience and enable rapid analysis of cross-session trends and anomalies, in addition to award-winning capabilities to detect and analyze unknown obstacles.
• TeaLeaf cxReveal™ opens the door to more informed customer service and agent effectiveness. TeaLeaf cxReveal seamlessly integrates into existing CRM consoles or custom support dashboards to provide customer service teams with simple and secure access to live and archived customer sessions. In addition, line-of-business managers use TeaLeaf cxReveal to observe the true usability of their sites, identifying potential issues affecting their customers.
• TeaLeaf cxVerify™ provides historical records of customer interactions for audit, compliance and dispute resolution. TeaLeaf cxVerify provides powerful and flexible archiving and retrieval of customer sessions.
• TeaLeaf cxConnect™ enables seamless integration with business intelligence and analytic tools to deliver a multi-channel view of the customer. TeaLeaf cxConnect gives business analysts, usability experts and IT teams access to the most comprehensive data on customer interactions to complete the cross-channel perspective.

"Online businesses have been operating at a disadvantage, because they have lacked the visibility — the true 360-degree view of the online customer — necessary to make their Ebusiness more efficient and profitable," said John Dawes, vice president of product management, TeaLeaf. "TeaLeaf CX is the only solution that provides the clear consistent view of the customer required across the enterprise to ensure positive customer experiences."