Wily Introduces Customer Experience Manager™
New Product Extends Wily’s Application Management Capabilities Beyond Java
For Comprehensive End-to-End Transaction Monitoring and Always-On Problem Diagnosis
Brisbane, Calif. – October 10, 2005 – Wily Technology Inc., the leader in Enterprise Application Management, today announced the availability of Wily Customer Experience Manager™ (CEM). The new product advances Wily’s strategy to provide enterprises with all the real-time information required to monitor the performance and integrity of all transaction types. Wily Customer Experience Manager can monitor both custom and packaged applications, including those built on Java, .NET, mainframe, or other technologies. The solution detects, prioritizes and isolates complex problems that affect the ability of customers to execute successful transactions with any customer-facing application. Wily CEM can stand alone, or work in concert with Introscope®, Wily’s award-winning application performance management product.
“With Wily Customer Experience Manager, enterprises can increase customer satisfaction and retention and continuously improve the performance and availability of customer-facing business processes,” Patrick O’Sullivan, vice president of technology, Customer Experience Management, Wily Technology. “In addition, our solution creates an historical repository of customer data that enables IT and business executives to `manage with facts` for Six Sigma quality, Sarbanes-Oxley compliance and more. Combined with Introscope, Wily Customer Experience Manager delivers the most comprehensive web application management solution in the industry.”
Wily Customer Experience Manager continually monitors web transactions 24x7 from all real users and synthetic transaction robots. The solution can monitor any web-based application using HTTP or HTTPS, and supports most web-based enterprise applications, including those from SAP, Oracle, PeopleSoft, and Siebel.
When customer transaction problems occur, Wily Customer Experience Manager automatically collects critical information in real-time across network, system, web, application, database, and mainframe system components for rapid problem isolation and elimination. Wily CEM reduces the time and resources required to detect and resolve customer transaction problems, accelerating the ability of IT staff to eliminate application issues before they impact the business.
Wily CEM reports on key business metrics including customer and transaction success rates, transaction performance, transaction quality, and customer and transaction volume. The solution measures and analyzes customer activity at the business process level, creating a unique historical repository of customer information, reports, and scorecards. By providing IT and business management with clear and objective facts about customer success and problems, Wily CEM facilitates communication between organizations, improves decision making, and focuses attention on those activities that directly benefit customers and generate business results.
Features of the Wily Customer Experience Manager include:
• Comprehensive Customer Transaction Visibility - Monitoring of 100% of real user transactions in real-time, viewable by user, application, or geography.
• Automatic Evidence Collection - Capture data on performance, configuration, utilization, and log file information of hardware and software components.
• Business Event Notification - Real-time detection and alerts regarding problem transactions and errors; integration of alerts with existing systems and procedures.
• Historical Analysis - Data collection for scorecards, Service Level Agreements (SLAs), trend, Six Sigma, Sarbanes-0xley and continuous improvement reporting.
• Customer Analytics - Conduct customer analytics and data mining with integration into third party reporting tools using standards based APIs.
• Business Impact Analysis - Quantify and calculate the financial cost of customer transaction failures and the amount saved through business process improvement.
• Scalable, Distributed Architecture - Passive, zero-overhead monitoring technology that scales to meet the needs of any enterprise environment.
• SSO User Recognition - Support for Single Sign-On (SSO) environments to detect user identity and automatically classify users based on their value to the business.
Wily Customer Experience Manager can stand alone, or work in concert with Wily’s award-winning application performance management product, Introscope, to provide application management teams with real-time visibility into all customer transactions as they cross through today’s complex heterogeneous systems.
For more information about Wily Customer Experience Manager, please call +1 888 GET WILY or visit www.wilytech.com
About Wily Technology, Inc.
Wily Technology is the market-leading provider of Enterprise Application Management solutions. By providing end-to-end visibility into customer transactions in real time, Wily`s products enable companies to successfully manage the health and availability of their critical Web applications and infrastructure. Wily`s collaborative management approach allows enterprises to rapidly detect and diagnose application slowdowns and failures, and better assess the impact of application performance on business success. This means better customer service, more stable revenue streams, and higher IT productivity.
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