Quick Fix: Coradiant's TrueSight AIM Automates Web Site Troubleshooting |
|
|
|
Written by U.S. Insurance News
|
|
Sunday, 27 January 2008 |
The customer is always right, but reacting to the complaint isn't always the best way to find and fix the real problem.
For example, complaints from Web users drive the escalation of problems that grab the attention of an insurance company's IT staff. But relying on user complaints is an inefficient way to solve problems-and that leads to frustrated Web customers and a loss in revenue.
This is where Coradiant, Inc., can help. The San Diego-based company, which produces troubleshooting products for Web management, has released TrueSight AIMTM (Automated Incident Management). A first-of-its-kind product, TrueSight AIM is designed to hunt down and isolate Web problems for IT managers by using information gathered from every Web user visit. Coradiant's proprietary Event Clustering Technology separates real problems from ordinary Web traffic and prioritizes the problems IT needs to fix according to user and business value.
"Even on very well-run sites, incidents that affect customers are common due to the high level of complexity of Web applications," explained Ali Hedayati, senior vice president of Coradiant.
An efficient alternative is the Event Clustering Technology found in TrueSight AIM, which automatically sorts through all the traffic spikes and anomalies that are inherent in Web transactions. According to Hedayati, TrueSight AIM is the first product that provides automatic alerts of the most important Web problems that affect Web users and businesses. Baselines are updated in real time, and problems are detected and prioritized in real time. Graphical representations show the exact time, severity, user impact, and source of the problems needing attention.
Early customers of TrueSight AIM are already offering praise for the time-saving product.
"TrueSight AIM automatically narrows down problems and points us to exactly where to look for problems, rather than having to look at all the components of the traffic," said Patrick Gardella, director of online architecture for Discovery Communications.
And Brian Thompson, Web operations manager for Moxie Interactive, noted that TrueSight AIM helps his company locate any issues that may hurt customers' online experience.
"Automated problem detection, and the detailed drill-down that Coradiant provides, shows us exactly what online customers are experiencing and guides us to potential problems so we can take immediate action to fix it," Thompson said.
|
