Tealeaf
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Tealeaf is a Customer Experience Management (CEM) company known for its CX line of products that provide visibility into users' visit to a web site.
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[edit] History
Tealeaf, was founded in 1999 by Robert Wenig as independent spin-off of SAP AG. In developing web-based software for SAP, Mr. Wenig found it very difficult to reproduce problems reported by users. He came up with the idea that web sites could have a "black box" similar to an airplane cockpit voice recorder to understand what happened in any user visit. He developed software to record all the dynamically generated HTML at the network level and store it for later searching and visual replay. While the technology was originally created to assist software developers the technology has since been adapted for use by business users, call centers and legal compliance groups within organizations.[1]
[edit] Products
[edit] cxImpact
is a Tealeaf CX product designed for production support, development and e-business teams to find and fix issues on their web site. For example a buiness user could detect that users are abandoning at an unusually high rate. She can then find all the sessions that abandoned and visually replay them to understand why the user abandoned and what change she should make to reduce abandonment. Tealeaf cxImpact was formerly known as RealiTea [2] and IntegriTea[3].
Similarly a production support person can reproduce errors reported by users by searching on the user's name and finding and visually replaying their session to understand how to resolve the issue. [4]
[edit] cxView
Provides executive dashboards of customer experience KPIs, and provides reporting and analytics to explain why conversion rates, revenue, or customer success go up or down. [5]
[edit] cxReveal
provides the visibility of visual replay in a simplified user interface suitable for a call center or occasional, non-technical users. [6]
[edit] cxConnect
provides the capability to export data from the TeaLeaf CX Datastore to an external database or Business intelligence system. This capability lets organizations combine data about their web operations with their other operations, such as a brick-and-mortar POS system.[7]
[edit] cxVerify
provides the capability to store some or all visits as a long-term record in a [Document mangement system], most commonly in Adobe PDF format. This is useful for documenting government compliance, researching fraud, and resolving customer disputes. [8]
[edit] Competition
A number of companies compete with Tealeaf CX.
However, only Quest Software Foglight Experience Viewer (from Quest's Xaffire acquisition) also captures and visually replay every user session. Quest's product focuses primarily on visual replay and provides basic searching capabilities similar to TeaLeaf's cxReveal product.
Hewlett-Packard's RUM (from H-P's Mercury Interactive acquisition via Mercury's BeatBox acquisition) similarly captures traffic at the network level and makes some pages visually replayable, but it saves storage space by only saving pages in a visit surrounding a detected error.
Computer Associates (from its Wily acquisition via its TimeStock acquisition) takes a similar approach.
