Tealeaf

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Tealeaf is a Customer Experience Management (CEM) software company, now owned by IBM. Its CX line of products captures website interaction from the actual users' perspectives.

Tealeaf's products are used to provide visibility into the online customer experience by capturing, analyzing and replaying details of customers' visits to find site errors or issues and understand the impact that transaction failures have on business processes.

Video Tealeaf

History

Tealeaf was founded by Robert Wenig, Randi Barshack, and Igor Tsyganskiy in November 1999 as an independent spin-off of SAP AG. In developing web-based software for SAP, Wenig found it very difficult to reproduce problems reported by users. He came up with the idea that web sites could have a "black box" similar to an airplane cockpit voice recorder to understand what happened in any user visit. He developed software to record all the dynamically generated HTML at the network level and store it for later searching and visual replay. While the technology was originally created to assist software developers the technology has since been adapted for use by business users, call centers and legal compliance groups within organizations.

On May 1, 2012 Tealeaf signed an agreement to be acquired by IBM. Terms were not disclosed. The deal was closed on June 13 2012.

Tealeaf is now a key component of IBM's customer analytics portfolio which also includes heritage Coremetrics web analytics technologies. In late 2014 IBM introduced a SaaS-based version of Tealeaf as a complement to its on premise deployment model. In June 2016 IBM optionally integrated the SaaS-based version of Tealeaf into its IBM Customer Experience Analytics offering, combining it with web analytics and multi-channel journey analytics.