The Acoustic™ Experience Analytics (Tealeaf) system includes several components and modules to help you understand your customers and potential customers better.
Acoustic Experience Analytics (Tealeaf) provides three user interfaces: Experience Analytics Portal, CX RealiTea Viewer (RTV), and PCA Web Console. Each user interface provides access to different Experience Analyticsfunctions.
The following table provides information about the Experience Analytics user interfaces:
|Experience Analytics user interface||Description|
|Experience Analytics Portal||The Experience Analytics Portal is a web application that is the most common point of access for Experience Analytics users. You can use the Portal to search for and replay sessions, manage events and reports, and monitor user and site activities.|
|CX RealiTea Viewer (RTV)||RTV is a Windows™-based application that can be installed on your desktop computer. You can use RTV for searching and replaying sessions.|
|PCA Web Console||Experience Analytics CX Passive Capture Application (PCA) administrators can use the PCA Web Console to monitor PCA performance and apply configuration changes. Administrators must use a separate URL and authentication mechanism to access PCA Web Console.
Note: If you are not a Linux™ administrator responsible for managing the Experience Analytics CX Passive Capture Application, you might not require access to the PCA Web Console.
Overview of the Acoustic Experience Analytics (Tealeaf) CX platform
Acoustic Experience Analytics (Tealeaf) CX is the datastore of online customer information and the engine behind all Experience Analytics components. It's the platform that monitors communications between your web application and visitors to it.
Experience Analytics CX is the base platform for all Experience Analytics products. You must install Experience Analytics CX before installing any other Experience Analytics product.
Experience Analytics CX consists of a suite of products for customer behavior analysis, customer service optimization, and integrations. These independent components can either coexist on the same server or reside on separate servers. From an installation perspective, you must install and configure Experience Analytics CX and its components to use any Experience Analytics product or solution.
Each product suite (Customer Behavior Analysis, Customer Service Optimization, and Integrations) has its own set of products.
The following image summarizes the Experience Analytics CX offering.
Experience Analytics functions and components
An Experience Analytics solution can consists of various Experience Analytics products. The three suites of products that address the different aspects of online Customer Experience Management are powered by the Experience Analytics CX platform.
Customer behavior analysis
The Experience Analytics Customer Behavior Analysis products help businesses with their online customer experience.
The Experience Analytics products in this suite are used for observing and analyzing the online behavior of customers as they interact with your web site. Typically, the customer behavior analysis products answer the why questions about you customer-facing website. For example:
- Why do more customers abandon the credit card application on the second step rather than the first step?
- Why are customers searching for products multiple times without adding items to their shopping carts?
Products in the Customer Behavior Analysis suite include:
- Experience Analytics cxImpact
- Experience Analytics cxView
- Experience Analytics cxOverstat
Experience Analytics cxImpact transforms the dataset captured by Experience Analytics into visually re-playable customer sessions. Experience Analytics cxImpact not only captures the page-by-page, browser-level recording of each customer session, but also offers one-click access to all of the supporting HTTP(S) request-and-response information for further technical analysis.
Experience Analytics cxView gathers the rich, customer experience dataset of Experience Analytics cxImpact and puts it into executive-level dashboards, scorecards, and reports. Additionally, Experience Analytics cxView includes a powerful early warning system that makes use of algorithmic discovery to automatically determine which areas of your site represent sources of struggle for visitors.
Experience Analytics cxOverstat allows your company to:
- Identify problematic hotspots
- Optimize page content
- Improve form conversion rates
You use overlays to see where visitors struggle on a web page.
Customer service optimization
Experience Analytics Customer Service Optimization products improve communication between a company's call center and its web operations for more effective customer service in multichannel environments.
You can use Experience Analytics Customer Service Optimization products to help customer service representatives understand the full context of a customer's online session by preserving online interactions.
Products in the Customer Service Optimization suite include:
- Experience Analytics cxReveal
- Experience Analytics cxVerify
Experience Analytics cxReveal makes use of the core functionality of the Experience Analytics CX platform — session replay and search — and packages it into a simple user interface for efficient use by customer service representatives, sales associates and marketing personnel. Using one-click retrieval, users have instant access to both live and historical customer sessions from any existing CRM solution.
Experience Analytics cxVerify preserves a record of online customer interactions on a website or mobile device. It provides a thorough, accurate snapshot of entire customer sessions to maintain a permanent record of customer online interactions and transactions. It helps online businesses maintain highly reliable records for dispute resolution, fraud investigations, and audit and compliance purposes.
Customer experience integration
The Experience Analytics Customer Experience Integration products provide seamless integration with other business applications including business intelligence, web analytics, and voice of customer solutions. As the only solution capable of capturing all the data about online customers, the rich customer experience dataset is critical to successful cross-channel analysis and web site optimization.
Note: Experience Analytics cxConnect requires the Experience Analytics CX platform and cxImpact.
Products in the Customer Experience Integration suite include:
- Experience Analytics cxConnect for Data Analysis
- Experience Analytics cxConnect for Voice of Customer
- Experience Analytics cxConnect for Web Analytics
Experience Analytics cxConnect for Data Analysis allows users to integrate the customer experience dataset with any business intelligence or reporting application to create a multi-channel view of the customer for ongoing analysis.
Experience Analytics cxConnect for Voice of Customer (VOC) allows you to integrate the customer experience dataset with any VOC application. Businesses use VOC technologies to understand the perspectives of and gather feedback from their online customers. When trying to uncover why customers are providing specific feedback, companies are able to use the integration with Experience Analytics to review the actual experience of the individual users who provided feedback. This visibility provides full context about the user's experience and their feedback to ensure that businesses can effectively refine their efforts.
Experience Analytics cxConnect for Web Analytics allows you to integrate the customer experience dataset with any web analytics application to help uncover trends or anomalies, such as a difference in conversion rates between two time periods or customer segments. When integrated, cxConnect for Web Analytics enable web analysts to see the actual customers behind these trends to investigate why an individual customer is succeeding or failing online.
Acoustic Experience Analytics (Tealeaf) components
Acoustic Experience Analytics (Tealeaf) offers a host of products that you can use to get quantitative data and qualitative analysis that is necessary to understand your customer's online experience.
The following products are powered by Acoustic Experience Analytics (Tealeaf):
- CX Passive Capture Application (PCA)
- CX RealiTea Viewer (RTV)
- UI Capture
- Browser Based Replay (BBR)
- cxConnect for Data Analysis
- cxConnect for Voice of Customer
- cxConnect for Web Analytics
- cxConnect for Digital Analytics Integration
- Form analytics
- Link analytics
- Comparison analytics
- Heat maps
- Attention maps
- Search with cxReveal
- Replay with cxReveal
- Report scheduling
- Importing or exporting templates
- CX Mobile
- Android logging framework
- iOS logging framework