CRM Vendor TeaLeaf Announces TeaLeaf CX

TeaLeaf, a vendor of “Customer Experience Management” products, has introduced TeaLeaf CX, a comprehensive data store providing what company officials claim is a “360-degree view of the online customer experience.”

TeaLeaf also introduced four new products that are powered by TeaLeaf CX, enabling a “clear and consistent view of the customer across the enterprise,” according to TeaLeaf officials.

David Stone, senior vice president, director of online customer experience and support, Wachovia, claims that “Wachovia is consistently rated amongst the leaders in online banking.” This rating must have been compiled without First Coffee being consulted, as customer service is why we switched from Wachovia to First Market for our primary online banking.

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,” according to company officials.

TeaLeaf CX also provides Business Impact Analysis reports to help “quantify the business impact of issues and identify commonalities to rapidly pinpoint application problems.”

Early this year TeaLeaf announced the availability of TeaLeaf RealiTea 4.5, the next generation of the company's platform.

Using more than five years of deployments, TeaLeaf officials said they had “significantly enhanced” their product’s core platform, as well as added powerful new reporting and analysis add-ons.

RealiTea is described by company officials as passively capturing 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.”

David Sims is contributing editor for TMCnet. For more articles please visit David Sims’ columnist page.

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