New Tools Keep Online Apps in Line

TeaLeaf Technology and Symphoniq release debugging tools for online customer service applications.

Two vendors last week released online applications designed to make it easier to debug the source of user and performance problems.

TeaLeaf Technology Inc. released an updated version of its TeaLeaf RealiTea software for recording and analyzing customer traffic to resolve issues that keep customers from successfully completing online transactions.

Meanwhile, startup Symphoniq Corp. launched three Web application performance management tools aimed at Microsoft Corp.s Exchange and IIS (Internet Information Services) as well as multitiered J2EE (Java 2 Platform, Enterprise Edition) applications.

RealiTea detects several obstacles—poor usability, business process problems and performance issues—that prevent customers from completing online transactions. New in Release 4.5 are event analysis reports that let users quickly isolate problems and assess their business impact.

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The San Francisco company also extended RealiTea with add-ons that include eBusiness Scorecards to rate the health of an application and a search panel that lets customer service personnel access live or archived customer sessions.

Users at online insurance company Esurance Inc., also in San Francisco, found the tool to be a "huge win," said Marj Davies, director of Internet operations.

"There are a lot of moving parts to our Web site. Customers would call and say they had a problem but couldnt tell us what they were doing. We can find the session, replay it and see what the problem was," Davies said.

While TeaLeaf provides debugging in a production environment, Symphoniq focuses on monitoring and troubleshooting Web applications.

Symphoniq designed its three new TrueView tools to "measure what real users experience and have that relate back to infrastructure issues," said Hon Wong, cofounder and CEO of Symphoniq, in Palo Alto, Calif.

The TrueView J2EE Diagnostics tool can trace performance issues to individual servers, method calls and SQL queries.

TrueView Web Diagnostics, for Microsoft IIS servers, provides real-time diagnostics and reports that can trace problems to users, Web pages, servers and machines to speed resolution.

TrueView Outlook Web Access Diagnostics, for Microsoft Exchange servers, monitors OWA transactions, flags poor performance and pinpoints servers causing the problems.

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