SixSigma Service Levels: Customer Experience Measurement ...

Software enables measurement of the customer experience so that Six Sigma quality improvement can drive down defects through root cause elimination. ...

... "Wily Technology, the leader in Enterprise Application Management, announced the availability of Wily Customer Experience Manager (CEM) Version 3.0 featuring integration with Introscope, Wily's industry-leading application performance management solution. Wily CEM alerts IT staff and business teams to defective customer transactions or problem incidents in packaged or custom applications, including those from Siebel, SAP, Oracle and others whether they are built on Java, .NET, mainframe, or legacy technologies. The integration between Wily CEM and Introscope in this version allows data regarding the performance of customer transactions captured by Wily CEM to be analyzed with Introscope's application performance management tools, enabling faster problem resolution, higher transaction success rates and more consistent revenue streams.

Wily CEM enables both IT and business teams to manage online applications from the customer's point of view based on facts, not guesswork. Wily CEM continually monitors transactions 24x7 for any web-enabled application. The product tracks and reports key business metrics including customer and transaction success rates, transaction performance, transaction quality, and customer and transaction volume. Wily CEM also measures and analyzes customer activity at the business process level, creating a unique historical repository of customer information, reports, and scorecards. These metrics are essential to establish and measure performance against Service Level Agreements (SLAs) or quality initiatives such as ITIL and Six Sigma. " ...

SixSigma Service Levels: Customer Experience Measurement: Via Wily Technology: New Version of Wily Customer Experience Manager Features Integration with Introscope: Integrated Products Deliver Unmatched Insight Into Customer Experience and Web Application Performance ...