Tealeaf

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For the reading of fortunes in tea leaves, see Tasseography.

Tealeaf is a Customer Experience Management (CEM) software company known for its CX line of products and solutions that capture every customer's website interaction from the actual users point of view.

Tealeaf's products are used to provide visibility into the complete online customer experience by capturing, analyzing and replaying all the details of a customer's visit to find site errors or issues and understand the impact that transaction failures have on business processes.

Tealeaf Technologies, Inc.
Type Private
Founded 1999
Headquarters San Francisco, CA, USA
Key people Rebecca Ward (CEO and Chairman), Robert Wenig (Founder, CTO, Member of Board)
Products Customer Experience Management (CEM)
Website http://www.tealeaf.com/

Contents

[edit] History

Tealeaf, was founded in 1999 by Robert Wenig and Randi Borshak 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

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[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. [2]

[edit] cxResults

Allows you to investigate visitor interactions to discover ongoing behavior patterns, and ask and answer more sophisticated questions about your web site experience. [3]

[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. [4]

[edit] cxReveal

Provides the visibility of visual replay in a simplified user interface suitable for a call center or occasional, non-technical users. [5]

[edit] cxConnect

Provides the capability to export data from the TeaLeaf CX Datastore to an external database or business intelligence system.

[edit] cxVerify

Provides the capability to store some or all visits as a long-term record in a [document management system], most commonly in Adobe PDF format.

[edit] Competition

A number of companies compete with Tealeaf CX.

Coradiant User Performance Management products capture real user data from web applications.

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.

OPNET (from its Network Physics acquisition) product ACE Live: captures traffic at the network level then provides detailed analytical analysis.

[edit] See also

[edit] References

  1. ^ http://www.computerworld.com/newsletter/0,4902,90445,00.html?nlid=APP, ComputerWorld, February 26, 2004
  2. ^ Tealeaf cxImpact
  3. ^ Tealeaf cxResults
  4. ^ Tealeaf cxView
  5. ^ Tealeaf cxReveal

[edit] External links