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DIRECTV Implements Tealeaf for a 360-degree View of Customers' Online Experience
Aug 06, 2007 (08:08 AM EDT)
SAN FRANCISCO, Aug. 6 /PRNewswire/ -- Tealeaf(TM), the leader in online Customer Experience Management (CEM), today announced that DIRECTV has selected Tealeaf CX to optimize its customer and dealer websites. DIRECTV deployed multiple products from the Tealeaf CX suite, and are already expanding the use of Tealeaf enterprise-wide. DIRECTV currently uses the cxImpact, cxReveal and cxView products to understand each user's unique experience, proactively identify and respond to issues and create real-time dashboards displaying the business impact of these issues and ebusiness performance metrics.
"Tealeaf provided the insight we needed to fully understand why specific user actions were occurring," said Mike Benson, CIO and executive vice president, DIRECTV, Inc. "With this knowledge, we were able to target specific areas in our website for improvement, such as adjustments in customer workflows to simplify the checkout process."
Tealeaf provides a 360-degree view of the online customer experience that enables DIRECTV to see the way its website works, through the eyes of the user, instead of relying on data to interpret their experiences. Tealeaf also gives DIRECTV the perspective to understand why subscribers or dealers complete -- or abandon -- business processes. By providing real-time access to key performance indicators and the ability to drill down to individual online sessions from these metrics, Tealeaf enables DIRECTV to understand the causes and the business impact of abandonment, and ultimately to ensure exceptional customer service.
"DIRECTV has joined a rapidly expanding list of other leading companies in their quest to be more proactive and intuitive in better servicing online customers," said Geoff Galat, vice president of marketing and product strategy, Tealeaf. "With Tealeaf, DIRECTV can identify and remove obstacles in order to ensure overall user satisfaction and online success. Only Tealeaf provides this level of insight to effectively optimize any ecommerce website."
DIRECTV, Inc., the nation's leading satellite television service provider, presents the finest television experience available to more than 16 million customers in the United States, through exclusive content, industry-leading customer satisfaction (which has surpassed cable for seven years running) and superior technologies. Each day, DIRECTV subscribers enjoy access to over 250 channels of 100% digital picture and sound, exclusive programming and the most comprehensive collection of sports programming available anywhere, including NFL SUNDAY TICKET(TM) and MLB EXTRA INNINGS(R). DIRECTV also leads the digital television technology revolution with exclusives such as NFL SUNDAY TICKET SuperFan(TM), US Open Interactive and YES Network Interactive and will soon have the capacity to offer over 150 channels in HD. For the most up-to-date information on DIRECTV, please visit DIRECTV.com.
Tealeaf is the leading provider of online customer experience management solutions. Tealeaf's CX family of solutions provides unprecedented enterprise-wide visibility into every user's unique online interactions. This "360-degree view" of the online customer experience enables a clear and consistent understanding of the customer for ebusiness, IT, customer service and legal and compliance executives and their organizations across a wide range of vertical industries including retail, banking, travel, insurance, telecommunications, pharmaceutical and transportation. Founded in 1999, Tealeaf is headquartered in San Francisco, California, and is privately-held. For more information, visit http://www.Tealeaf.com .
(C) Copyright 2007 Tealeaf Inc. All rights reserved. Tealeaf products and services mentioned herein are the registered or unregistered trademarks and service marks of Tealeaf Technology, Inc. All other trademarks or service marks are the property of their respective holders and are hereby acknowledged.
CONTACT: Shoshana Deutschkron of Tealeaf, +1-415-932-5009, shoshanad@Tealeaf.com; or Annie Klein of Schwartz Communications,+1-415-512-0770, , for Tealeaf
Web site: http://www.tealeaf.com/ http://www.DIRECTV.com/