BT seals CRM rollout deal with Knoa

Knoa, a provider of experience and performance management software, today announced that British Telecom (BT) has deployed the Knoa Experience and Performance Manager (EPM) suite to optimize the performance of Siebel CRM and other enterprise applications within its global organization.

BT's Retail Division turned to Knoa prior to undertaking an ambitious upgrade of its Customer Management Platform, based on Siebel software.

As a requirement of the upgrade, business managers sought greater visibility into the effectiveness and adoption rates of the Customer Management Platform, including an accurate gauge of business critical measures such as call center handling times and user adoption rates.

Knoa EPM monitors application execution from the perspective of the end-user, and provides precise metrics about the user experience as well as measurements on how people interact with software applications.

The software delivers the most accurate metrics possible on the performance of the application, and an unprecedented level of visibility into the actual performance of the end users.