Wily CEM Key Capabilities

Feature

Advantage

Benefit

Detect

Passive, real-time transaction monitoring and problem detection.

Detect all incidents even when customer doesn't call.

Maintain high SLAs and revenue potential through immediate reaction to defects.

Prioritize

Incidents displayed in priority order based on importance of customer and business rules.

Immediately see the most important incidents.

Focus immediate energy on the problems that impact the business.

Dispatch

Most likely problem area automatically recognized with heuristics.

Quickly identify problem area and assign to right person.

Solve problems quicker by eliminating troubleshooting in wrong area.

Track

Historical experience analysis.

Compare current experience with historical data.

See positive and negative trends in SLA performance.

View

Capture and show user experience details.

Identify actual customer experience.

Reproduce and validate reported problems.