As online transactions proliferate, key business stakeholders lose visibility into the customer experience, while the responsibility for ensuring successful transactions shifts to IT. To regain visibility and ensure customer success, IT needs real-time monitoring of Web based, end-user transactions. CEM provides comprehensive visibility that enables IT and the business to understand and respond to the online experience of each end-user, and focus resources on issues that have the greatest business impact.
The benefits of real end-user transaction monitoring ultimately result in improved service levels through: rapid problem identification and troubleshooting, accurate SLA reporting, and visibility into variances in the end-user experience. Since CEM creates a common language based on business transactions, IT and business stakeholders can work collaboratively to achieve the same objectives: superior service delivery, high rates of customer satisfaction, and secure revenue streams.