Oracle Real User Experience Insight
Using a unique monitoring method to capture all user sessions on Web applications, Oracle Real User Experience Insight enables enterprises to maximize the value of their business-critical applications by delivering insight into real end-user experiences. It can help identify lost revenue from frustrated users, reduce support costs by lowering call center volumes, accelerate problem resolution for poorly performing applications, and help businesses adapt to changing needs by providing insight into business trends and user preferences.
Q: What makes Oracle Real User Experience Insight innovative?
A: By using network protocol analysis to decode sniffed network traffic, Oracle Real User Experience Insight is able to see user behavior, response times, and failures of every user session, and keeps record for subsequent diagnoses. It also provides usage, response time, and failure information of all application functionality by reporting through key performance indicator dashboards and alerting. The sniffing approach is very powerful for user and application monitoring since it allows you to keep a full record of every user session, and analyze every application page seen, including storing full-page content without slowing down a production server at all. This allows you to verify and diagnose problems or performance issues without the need to reproduce the issue first.
Q: How do you define innovation?
A: I define innovation as new ideas that lead to products or offerings in the market that change customer thinking.
Q: Why is innovation important?
A: If you want to be a leader, you must set the standard and define the market. It's not enough to just run after customer feature requests or watch the competition.
Q: What's innovative about the project you're working on now at Oracle?
A: Several projects have to do with Oracle Enterprise Manager and Oracle Real User Experience Insight integration, with the goal of enhancing Oracle Enterprise Manager's capabilities for applications. Oracle is unique because it owns both applications and the technology stack. Because of this, Oracle Enterprise Manager can bring product functionalities that only Oracle can make as the owner of the apps and the technology stack. Innovation is involved since Oracle can't copy competitors in the market to take advantage of its unique position.
Q: How does Oracle's innovative culture benefit our customers?
A: Using innovation while learning from our large customer base allows us to go beyond fulfilling customer expectations. Oracle helps customers improve the way they do business in ways they may not have thought of before.
Q: Can you think of an example where Oracle has helped one its customers become more innovative?
A: I know of a case where Oracle Real User Experience Insight helped an online retailer quickly address issues when the online ordering process failed. Too often, traditional IT monitoring tools indicate that servers are functioning even if users are having problems. And even if problems are detected, IT departments have difficulty reproducing customer problems to solve them. Oracle Real User Experience Insight saves time because it provides enough data so the problems don't need to be reproduced. In addition, typically when a problem occurs, it isn't clear where it is happening, so many experts are called in to address the issue. Oracle Real User Experience Insight helps by clearly localizing the problem, avoiding the need to bring in costly experts. For the online retailer, this solution provided a way to quickly view failed online ordering sessions, retrieve the orders so customers would not need to re-enter information, and contact their customers to ask if they still wanted to place orders (before the customers moved on to competitors). When calling customers back, the retailer was able to minimize any negative customer responses resulting from the initial order problems, and customers were very appreciative.
Q: What time period in history do you consider to be the most innovative?
A: Today, because easy worldwide access to information and massive use of real-time communications greatly facilitates innovation.