New CA Wily Customer Experience Maneger 4.0 To Help Companies Optimize Web Applications For Improved End-User Experience

CA (NYSE: CA) today announced CA Wily Customer Experience Manager (CEM) 4.0, a new version of its industry-leading product that enables organizations to measure and manage Web applications to deliver an optimal customer experience. Available this week, CEM 4.0 offers deep, out-of-the-box integration with CA Wily Introscope, CA’s web application performance management product. CEM and Introscope are key components of CA’s Application Performance Management solution, which delivers comprehensive real-time transaction monitoring to help IT organizations ensure the end-to-end performance of mission-critical web applications.http://www.wilytech.com

“CEM provides organizations with valuable, customer-centric visibility into applications, which allows them to optimize performance and improve end-user satisfaction rates,” said Julie Craig, senior analyst at Enterprise Management Associates. “The breadth and depth of new functionality in CA Wily’s CEM 4.0 raises the bar for Customer Experience Management solutions.”

CA Wily CEM detects when end-users experience problems with a web application—whether the problems originate in the web application, network and application infrastructure, or in the connected databases and systems. It collects problem transactions, prioritizes them based on their impact on the business, and automatically sends alerts to the appropriate IT staff, who can focus their resources on the most important problems first.

Significant new features in CA Wily CEM 4.0 include advanced analytics, a synthetic transaction generator to identify problems in off-hours before real users sign in, integration with CA Service Desk, full capture of transaction problem information, and expanded support for Services Oriented Architectures (SOAs) and Web services.

The new analytics capabilities in CEM automatically identify and display the number of defects within each infrastructure tier for any given business process, providing visibility into the amount of time transactions spend in the browser, application server, logic, and back-end tiers. This enables IT staff to more quickly pinpoint the location of performance issues and alert the appropriate person for immediate problem resolution.

Wily CEM 4.0 includes the new Wily Transaction Generator, a synthetic transaction tool that can generate transactions continuously to test the availability of web applications even when customer traffic is light. This especially benefits IT staff during performance testing after application upgrades, which usually occur outside of normal business hours.

Continuing CA Wily’s product strategy of innovation and integration, CEM 4.0 integrates out-of-the-box with CA Service Desk. This integration allows CA Wily CEM to automatically generate a CA Service Desk trouble ticket once a specific number of failed transactions of a given type have occurred. The trouble ticket contains detailed information with in-context links to CA Wily CEM data that accelerates the ability of IT to direct problem resolution efforts.

CEM 4.0 also introduces new capabilities to monitor and report performance metrics based on Web services, SOAP and REST based transactions. Additionally, the product can be configured to capture transaction content and server response content for web pages, allowing IT staff to investigate common problems regarding data entry, data quality and server responses.

“CA Wily CEM gives enterprises actionable insight into how customers are succeeding or failing with their web applications,” said Mike Malloy, vice president and head of products at CA Wily. “By monitoring application performance from the end-user’s point of view, both IT and the business gain the ability to optimize the customer online experience, improve customer satisfaction and increase revenue through higher transaction success rates.”

For additional information about CA Wily Technology, visit: http://www.wilytech.com.