CA has announced that CA's Wily Customer Experience Manager (CEM) for Siebel has been validated by Oracle for interoperability with Siebel 7.8 and now supports integration with Oracle's Siebel Application Response Measurement (SARM) capabilities.
SARM is built into Siebel's products for measuring the response-time of Siebel eBusiness Applications at key locations within the Siebel Server infrastructure.
Wily CEM for Siebel enables customers to monitor the user experience and performance of critical Siebel transactions and Siebel Web Extension (SWE) commands.
"We are pleased to validate the integration of Wily Customer Experience Manager for Siebel to our Siebel SARM solution," said Tom Herrmann, vice-president, ISV Management and Programs at Oracle. "Our joint customers can be confident that our products are integrated. We look forward to working closely with CA on similar validations of Wiley products in the future."
Wily CEM for Siebel alerts IT staff and business teams to defective customer transactions or problem incidents in packaged or custom applications, including those from Siebel, SAP and Oracle and those built on Java, .NET, mainframe or legacy technologies. It also reports on key business metrics including customer and transaction performance, success rates and volume. In addition, by measuring and analysing customer activity at the business process level, it creates a unique repository of customer information, reports and scorecards that can be used to measure performance against service level agreements (SLAs) or quality initiatives such as ITIL and Six Sigma.
Optimised for Seibel environments, Wily CEM for Seibel also collects critical performance data from SARM including Web server time, intra-network time, Siebel Server time and time required for Siebel database-layer calls. When Wily CEM for Siebel identifies defective transactions, it aggregates similar defects and prioritises them in real-time based on business impact. This enables Siebel administrators to proactively diagnose and eliminate performance issues that may negatively impact the experience of Siebel end-users.
"Supporting SARM extends our position as the industry-leading provider of management solutions for Siebel customers," said Mike Malloy, vice-president and chief marketing officer, Wily Technology Division of CA. "Wily CEM for Siebel helps organisations significantly reduce the time, cost and complexity of identifying and isolating problems, enabling improved Siebel success rates and higher user adoption."
The Wily Technology division of CA is a Certified Partner in the Oracle PartnerNetwork. Additional information on Wily CEM for Siebel can be found at http://www.wilytech.com.
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