Cicero, a provider of customer experience management and desktop integration solution, announced the launch of Cicero XM Discovery 2.1 that integrates application performance to its desktop activity monitoring and reporting product.
The new Cicero XM Discovery 2.1 gives visibility into desktop activities and application performance data, enabling IT to see what applications are used, potential memory issues, Web application response times, and other areas for improvement.
The data can be used for business analytics for a deeper understanding of the frequency and time spent on particular tasks and how applications are used to target areas for process improvement. Companies can also capture and monitor desktop activities and application performance data to ‘find and fix’ process bottlenecks and technical problems across the enterprise.
Cicero XM Discovery 2.1 is enhanced with features that collect details on every process running on a workstation including when they started and stopped. It sets CPU monitoring thresholds to generate alerts. It gives system usage information such as resources, memory, threads, processor and memory pages. The solution also sets up and monitors network ‘ping’ to check workstation connectivity and performance.
“These new features assist enterprise IT groups in revealing trends and potential problems in the network as well as to identify areas where network management tools need to be implemented,” said Tony Castagno, chief technology officer at Cicero, in a statement.
“Our customers are already using Cicero XM Discovery to identify process issues related to using desktop applications,” Castagno added. “By adding application performance to these capabilities, enterprise IT and business groups can get a comprehensive view of what is happening at the desktop and provide targeted, cost-effective fixes.”
Cicero will continue to spotlight their theme of “Find and Fix” solutions for the contact center with a series of partnered events with Frost & Sullivan, company officials said.
“Streamlining customer facing agent process and unifying agent desktop applications are step one,” said Joe Outlaw, Frost & Sullivan (News - Alert) principal analyst, in a statement. “However, to lock in the performance improvements and to improve upon processes, contact center managers must have immediate access to granular data regarding systems and applications performance.”
“Cicero’s work in this concept of effort analytics, along with the continued refinement of its XM Discovery product, allows for the elimination of bottlenecks quickly creating critical success factors for leading edge contact center performance and superior customer experiences,” Outlaw added.
In a related announcement Cicero said that one of the nation's leading credit unions has selected Cicero XM software for use across their organization, to enable a differentiated level of member service.
Rajani Baburajan is a contributing editor for TMCnet. To read more of Rajani's articles, please visit her columnist page.Edited by Juliana Kenny