Saturday, March 04, 2006
New Tools Let E-Commerce Sites Gain Visibility Into Failings
Firms with an online presence could benefit from new application management tools designed to monitor customer transactions in real time and help them diagnose and resolve problems before they escalate. Enterprise application management specialist Wily's new Customer Experience Manager (CEM) product, version 3.0, alerts IT staff when errors occur in the transactions of packaged or custom applications, whether they are built on Java , .Net, mainframe or legacy technology, according to the firm.
CEM 3.0 defines a transaction as any unit of work a customer does on a site, whether it is to log on, complete an account summary or log off, explained general manager of Wily's Customer Experience Business Unit, Dave Chapman. The product is also integrated with the vendor's application performance management solution, Introscope, which can analyze data on transaction performance, quality, success rates and volume, and isolate the cause of the defect faster than before, Chapman added. "CEM allows Web managers to [see] not just if the site is up or down, but what the customer is experiencing on these sites," said Chapman. "It specifically understands who's executing a transaction, where there is a problem and what the business impact will be. It has the ability to take action before it's too late and the customer leaves the business."
Common problems for e-commerce sites that could be caught early on are transactions being too slow and timing out, explained Chapman, and often IT help monitors do not detect such defects. "The biggest challenge is that if customers don't complain [and call the Web managers' attention to faults] they will stop working, and customers will go to another site," he said.
For more information on this news or to get your privacy seal, please visit GuardianeCommerce.net.
CEM 3.0 defines a transaction as any unit of work a customer does on a site, whether it is to log on, complete an account summary or log off, explained general manager of Wily's Customer Experience Business Unit, Dave Chapman. The product is also integrated with the vendor's application performance management solution, Introscope, which can analyze data on transaction performance, quality, success rates and volume, and isolate the cause of the defect faster than before, Chapman added. "CEM allows Web managers to [see] not just if the site is up or down, but what the customer is experiencing on these sites," said Chapman. "It specifically understands who's executing a transaction, where there is a problem and what the business impact will be. It has the ability to take action before it's too late and the customer leaves the business."
Common problems for e-commerce sites that could be caught early on are transactions being too slow and timing out, explained Chapman, and often IT help monitors do not detect such defects. "The biggest challenge is that if customers don't complain [and call the Web managers' attention to faults] they will stop working, and customers will go to another site," he said.
For more information on this news or to get your privacy seal, please visit GuardianeCommerce.net.
