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CA Extends Wily Customer Experience Manager Support For Oracle’s Siebel CRM


Integration with Oracle’s Siebel Application Response Measurement Enables Proactive, Real-Time Response to Performance Issues

Oracle OpenWorld – San Francisco, October 24, 2006 - CA (NYSE: CA) today 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 analyzing 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.

Optimized for Siebel environments, Wily CEM for Siebel 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 prioritizes 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 organizations 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

Alltel Wireless will present an overview of its success using Wily CEM for Siebel on October 26, 2006 in San Francisco at Oracle OpenWorld (session ID: S283120).

About Wily Technology

Wily 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. Wily Technology is a division of CA’s Business Service Optimization (BSO) unit, which offers leading solutions for service, asset and change management and provides a comprehensive framework for delivery of world-class IT services. To learn more about CA’s Wily Technology Division, visit or call 1 888 GET WILY.

About CA

CA (NYSE: CA), one of the world’s largest information technology (IT) management software companies, unifies and simplifies the management of enterprise-wide IT. Founded in 1976, CA is headquartered in Islandia, N.Y., and serves customers in more than 140 countries. For more information, please visit

About the Oracle PartnerNetwork

Oracle PartnerNetwork is a global business network of 17,700 companies who deliver innovative software solutions based on Oracle software. Through access to Oracle’s premier products, education, technical services, marketing and sales support, the Oracle PartnerNetwork program provides partners with the resources they need to be successful in today’s global economy. Oracle partners are able to offer to their customers, leading-edge solutions backed by Oracle’s position as the world’s largest enterprise software company. Partners who are able to demonstrate superior product knowledge, technical expertise and a commitment to doing business with Oracle can qualify for the Oracle Certified Partner levels.


Copyright © 2006 CA. All Rights Reserved. One CA Plaza, Islandia, N.Y. 11749. Oracle, JD Edwards, PeopleSoft, and Siebel are registered trademarks of Oracle Corporation and/or its affiliates. ITIL ® is a Registered Trade Mark, and a Registered Community Trade Mark of the Office of Government Commerce, and is Registered in the U.S. Patent and Trademark Office. All other trademarks, trade names, service marks, and logos referenced herein belong to their respective companies.


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