Knoa News

Knoa today announced the expansion of its executive team with the addition of Joe Lawless, vice president of worldwide sales. Joe will lead the global sales team as Knoa continues to expand its presence in North America, Latin America, and Europe.

What do you say when the CEO asks why your company didn't reduce its order-to-cash cycle time as planned or why the multimillion-dollar ERP system has not yielded the anticipated ROI? Even if your company has a robust corporate performance management (CPM) system including Business Process Management (BPM) and Business Intelligence (BI), strong chances are you won't have a good answer.

Knoa Expands its global presence by opening a regional office in Singapore to support its sales team and growing customer base. Knoa also named Tobin Alexander as managing director of the Asia-Pacific region.

Enterprises are being pushed to improve the return on investment in IT as never before. It's not just a matter of doing more with less – it's a matter of getting more from your IT dollar. In its new report, Software Success 2010, Neochange, Datango, Knoa Software, and iRise set out to discover what is driving – and how IT can maximize – software adoption and value.

Baseball managers know that unless you monitor the health and performance of your players, you aren't optimizing the performance of the team. The same can be said for your applications and how your employees use them. Or as Yogi Berra put it: "You can observe a lot by watching."

A new study by a consortium of IT management vendors finds that companies are finally starting to get more out of the millions of dollars they invest in enterprise software. There's still a lot of work to be done, though.

Knoa CEO shares success secrets with FC Expert Blogger, Kaihan Krippendorff.

"Industry execs share what they expect to see happening in 2011. "End-user monitoring solutions will be utilized in a greater capacity as they provide the ability to see end-user interaction with applications in real-time, to detect issues with applications that aren't performing well, and react accordingly to reconcile any issues facing applications so end-users don't experience a dip in productivity."

"An increase in store traffic, call center activity, transactions and interactions can stress customer-facing technologies and the employees who use them. Knoa has been helping companies optimize employee use of corporate software applications for the better part of a decade and we've put together a series of 'tips' based on real-world experience and, proven results, to drive optimal performance of employees who depend on software tools to do their jobs."

The secret to living with the inexorable incursion of consumer technology is to embrace what's good, control what's risky and educate people about those things that really are unsuitable for use in the office. With proper monitoring and controls, companies can benefit two ways: by letting employees pick up the costs of the tools they need, and by benefiting from the innovation they bring.

Help or IT support desks are organizations' including contact centers' "IT emergency wards", providing quick, timely and accurate diagnoses, fixes, patch ups, prescriptions and referrals to keep them going and productive. Yet they are also "cost centers"; they have no opportunities to drive in revenues unlike many customer-facing service and external tech support desks. They are therefore under pressure to keep expenses down. Knoa's end-user monitoring solutions are profiled for their role in both improving the end-user support process and reducing IT Support Desk Costs.

Knoa launches the first vendor-neutral community news portal dedicated to end-user experience, performance management and support.

Knoa Experience and Performance Manager (EPM) and Knoa Global End-User Monitor (GEM) are now available through Dell S&P Sales Organization.

Knoa's GEM has been nominated for Favorite Desktop/End-User or Server Software in the 2010 People's Choice Stevie Awards for Favorite New Product. The Stevie Awards were created to honor and generate public recognition of the achievements and positive contributions of organizations and business people worldwide. Follow the link above to vote for Knoa GEM and express your support!

Knoa's Experience and Performance Manager 5.5 has been honored with a CRM Excellence Award from Customer Interactive Solutions Magazine for helping clients improve performance within the contact center.

Knoa announces new capabilities for companies planning CRM upgrades, launching full monitoring capabilities for SAP CRM 7.0 and SAP CRM 2007. In addition, Knoa will include a new end-user upgrade planning service with deployment of its Experience and Performance Manager (EPM), allowing companies to benchmark application performance and quality before upgrading, profile utilization patterns, and shorten the hyper-care period after a go-live date.

Knoa announces product and service line up for risk-proof CRM with support for the latest versions of leading ISV packages for on-premise and SaaS deployments.

Application performance management (APM) isn't just about making sure applications stay up and running. The focus has shifted to end users, since their opinion and perception of software performance is what matters. In this interview with a Knoa executive ESJ explores how "end-user experience" is transforming APM, specially in the face of the disruptive technologies of �cloud computing� and virtualization.

Knoa Software unveils strategy for end-user centric IT management where the end-user is not just the end point for measuring IT service delivery, but the starting point for planning and life-cycle management of all IT investments.

A leading analyst firm reports only 16 percent of workloads are running in virtualized environments today. In this guest blog post, a Knoa executive discusses the barriers to virtualizing business critical applications and offers some best practice advice to accelerate virtualization of ERP and CRM applications.

During this interview with ebizQ managing editor, Jessica Ann Mola, a Knoa executive explains how end-user monitoring solutions can help enterprises accelerate transition of corporate software applications into the cloud, offers some real-world examples of the ROI generated by shifting performance management to focus on end-user monitoring and offers three predictions in the end-user monitoring and management space (one of which has already come true!)

"Innovation is not particularly relevant unless it delivers competitive advantage. Information Management was looking for solutions that leveraged innovative technology resulting in high impact and value creation," said Jim Ericson, editorial director, Information Management. "We selected Knoa in the category of Performance Management �.�

Knoa�s VCEM monitors and manages real end-user experience for enterprise applications that are running in virtualized environments, delivered via SaaS or provisioned via cloud computing.

More news about Knoa VCEM can be seen in:
Enterprise Systems Journal
Cloud Computing Journal
Computer Business Review
CTO Edge
Information Management
Manufacturing Business Technology
The Virtualization Practice

Knoa Software honored for innovation in performance management by SourceMedia's Information Management for ground-breaking EPM solution which delivers quantifiable business value.

Knoa Software honored for innovation in performance management by SourceMedia's Information Management for ground-breaking EPM solution which delivers quantifiable business value.

Knoa GEM monitors all desktop and web-based applications running on users' desktops and collects specific metrics on utilization, user behavior, application health and system performance.

Whether in a recession or not, companies are being tasked to make sure they are squeezing every bit of productivity out of the technology investments already made. Looking to meet this timeless market need, Knoa Software unveils Global End-User Monitor (GEM), providing out-of-the-box monitoring of all end-user experience and interaction for desktop and Web-based applications available for employee use.

"Out of the box" monitoring of all application for every end-user enables business and IT to establish end-user service quality objectives for all applications.

Its latest release, Knoa EPM 5.5 introduces advanced end-user analytics, comprehensive alerting, and enhanced correlation and analysis capabilities. These features �enable customers to quickly turn the Knoa end-user and application performance metrics into proactive remediation initiatives to both improve performance and reduce costs,� says the firm. We caught up with Lori Wizdo, vice president of Marketing at Knoa Software, to find what�s new with the firm, the marketplace, and what to expect from it down the road in the way of innovations.

Knoa Software has turned the pain of the typical enterprise user interface into a business opportunity. Knoa's products monitor how enterprise software user interfaces are used, providing the equivalent of a clickstream analysis of a Web site. By looking at the difference between the most productive employees and the least productive, it is possible to find work-arounds for the weaknesses in the user interface. Once the problem is understood, the user interface or underlying process can be improved.

Knoa's Academy of End-User Experience Management will provide the industry's first forum for practitioners of end-user experience management to share knowledge and advance best practices on how to operationalize end-user metrics to achieve the outcomes that are clearly outlined in recent Aberdeen research on End-User Experience Management.

Knoa releases version 5.5 of award-winning Experience and Performance Manager with the most advanced analytics in the end-user experience management industry to drive proactive resolution of application and end-user performance issues. With this new release, Knoa once again advances end-user experience management.

By taking the guesswork out of managing the agent/customer interaction, and identifying problems from the agent perspective, end-user monitoring software gives contact center managers precise metrics on how effectively agents execute when using call center technologies. End-user experience and performance metrics effectively illuminate the last remaining black hole in the contact center, identifying system issues and pinpointing opportunities to improve the performance of servicing agents on an ongoing basis.

"Leading-edge solutions such as Knoa's Experience and Performance Manager are continuing to bring improvements to the enterprise in the areas of functionality, technical ability and ease-of-use. How end-users use application is key to their overall success. Monitoring these functions as a whole should be on every IT department's agenda, to ensure maximum optimization of IT investment." Rake Narang, editor-in-chief of Network Products Guide.

Jessica Kostek interviews Knoa vice president, Lori Wizdo, in light of the company�s recent citation by Enterprise Management Associates (EMA) as a leader in QoE solutions to explore the implications for CRM deployments and Contact Center Operations.

Like motor sports, call center performance is measured in seconds � and any time you can gain gives you an advantage. Knoa�s entry in this nascent field (agent/technology interaction monitoring) is the next step in driving efficiency to the advantage of both the customer and the call center, making it an entrant to keep an eye on.

The Knoa-Serene alliance is intended to help in end-user issue identification, since most CRM initiatives are hampered from inception by insufficient visibility into the real impact of the end-user experience on performance. Ajit Kumbhare, co-founder and managing partner of Serene Corporation, says that until recently, "there was no effective way to systematically capture meaningful data on the behaviors that drive service efficiency and productivity."

The leader in End-User Experience and Performance Management was honored by Customer Interaction Solutions and ContactCenterWorld.com. Knoa was selected by each for its ability to optimize the usage of CRM technologies within the contact center and across the enterprise.

Enterprise Management Associates (EMA) cites Knoa for end-user performance and productivity excellence.

Despite the ongoing importance of customer experience, nearly 40% of firms were given 'poor' or 'very poor' ratings, while only 11 percent received an "excellent" rating. Are you center's apps holding you agent back, or are your agents bungling the system? To find out, look at what's happening at the agent level.

Knoa's end-user experience metrics power Serene's industry-tested performance improvement methodologies and tools.

Counterintuitive as the notion seems, sometimes the only way out of a financial crunch involves spending more to make more. "It's all about having visibility of where you need to take remedial action. A United Kingdom contact center that did a deep evaluation of what its employees were finding valuable and useful. The organization soon discovered that employees thought of a training program costing $100,000 annually as essentially useless. Cutting the program instantly lifted a financial weight off the organization�and an annoyance off the employees."

Knoa Software and Electronic Ink launch user-centered design initiative to help companies identify and fix user-experience problems that impact adoption, productivity and business return from enterprise applications.

In this Business Trends Quarterly podcast, Derek Prior, Research Director with AMR Research and Thad Eidman, CEO of Knoa Software discuss performance management software for ERP systems and resolving ERP issues by placing a greater focus on the end-user.
Hear the Podcast | Read the Article

One of the biggest issues that companies have had over the years with enterprise application software is maximizing its use. And that�s the focus of a relatively new category of software called end-user experience management. Knoa Software is one of the champions of this new software category.

It's more important than ever that companies get maximum value out of their existing assets and investments. Real end-user intelligence from end-user management tools provides comprehensive metrics�real data -- that can show what is happening as your people use enterprise software technologies to execute the processes that drive the business. No business intelligence system is complete if it doesn't include end-user intelligence � because it's the people that make the business happen.

Knoa End-User Experience and Performance Management solutions are profiled in IT Management Solutions Center launched by Enterprise Management Associates. New solution center supports recent EMA research which reveals growth and adoption of Quality of Experience initiatives.

What if you could cut your IT spend by 20%? Guess what. You still wouldn't be a hero. Want to provide value to the business? Identify ways to decrease call-handing times in your contact center. Pinpoint problems that are extending the order-to-cash cycle. Isolate a sloppy user interface that is frustrating your order management staff and impacting month-end shipments.

That's the kind of stuff that can really move the needle!

Knoa Software named 2009 Hot Companies Finalist by Network Products Guide for entrepreneurial spriit, clear understanding of market segment and leadership position in an emerging market.

In this independent, objective evaluation, Knoa's capabilities for end-user monitoring and performance management were found to be innovative, pioneering and mission-critical.

Effective CRM has the potential to drive increased sales, cut down costs, and increase employee productivity. But if end users respond unfavorably to a CRM system, is it of any use? A recent survey conducted by Knoa, a provider of software measuring end-user experience and performance management, suggests that many enterprises have a difficult time getting employees to interact with CRM systems.

A majority of the survey respondents, 65 percent, said end-users within their organizations complain about the usability and response time of their CRM system. And 60 percent of respondents expressed "concern" that a lack of adoption and use of a CRM system causes the information to be inaccurate, or unrealistic. The survey revealed that the stakeholders in CRM implementations recognize the importance of end-user experience, as only 16 percent are not attempting to measure end-user experience at all.

A new research survey conducted among IT executives and business stakeholders at Global 1000 companies revealed an opportunity for end-user experience management. Seventy-eight percent of respondents cited the value of comprehensive end-user experience metrics for enterprise CRM deployments, but only 20 percent have solutions. A significant majority of the survey respondents, 65 percent, stated that end-users within their organizations complain about the usability and/or response time of their CRM system. And 60 percent of respondents expressed concern that a lack of adoption and utilization of a CRM system causes the information to be inaccurate, or unrealistic.

End-User Experience and Performance Management (EPM) solutions give organizations a new focus on end-user adoption, utilization and performance, uniquely capturing a complete picture of the end-user experience and behavior -- allowing organizations to see when employees are working effectively, efficiently and compliantly.

British Telecom sees massive turnaround in its contact centers thanks to Knoa. The benefits BT realized are literally too many and varied to list in this space, but there are highlights, including improvement in contact center agent productivity. "We had been looking to deploy a response-time monitoring tool, when we evaluated Knoa EPM, which monitors the complete user experience," said Stuart Smith- Director CRM Performance Management, BritishTelecom. "Once we put Knoa out there, within a few weeks we started to see benefits."

Knoa's End-User Experience Management helps Shred-It optimize performance of SAP CRM and the people who use it. "In a CRM implementation, silence can be hard to interpret. With Knoa, we know if that silence masks adoption issues; if users are struggling with problems they aren't reporting; or if, in fact, things are going as well as they seem," said Dan Snider, vice president, Business Solutions, Shred-It.

Knoa and Neochange launch IT adoption initiative to help organizations achieve business success and ROi through effective end-users utilization of large enterprise applications.

Company reports 100 percent win rate against competitors and closes deal for the industry's largest end-user monitoring deployment.

It's the end-users of the enterprise applications who execute the transactions that drive the processes that drive the business. Are employees actually using the right transactions to execute the business process? Are they using them in the right way? Are the employees efficient, or are they making significant errors? Are the transactions effective, or are they cumbersome, requiring employee-invented workarounds? There's a new generation of solutions that can give you those answers: end-user experience and performance and management (EPM).

British Telecom (BT), one of the world's leading providers of communications solutions and services 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. "Knoa gives us insight into actual end-user experience that provides benefits across the board, helping target response time issues, solve end-user problems faster, identify usage and adoption issues, and even make priority decisions on ongoing application investments," said Stuart Smith, Director CRM Performance at BT.

With more than 7,000 installed seats of Siebel CRM software, BT, the British telecommunications giant, decided it needed a better understanding of how this massive investment was performing. The best view, according to Philip McBurney, director of the CMP Program at BT Design, was from the desktop. "The main driver for taking on Knoa was to get an end-user view of the application performance," McBurney said. At the moment, Knoa is the leader in the market for end-user performance monitoring, according to J. P. Garbani, research vice president with Cambridge, Mass.-based Forrester Research.

Actionable metrics to improve agent performance distinguish those firms that achieve their contact center goals and those that struggle. A new source of metrics, provided by End-User Experience and Performance Management solutions (EPM), is emerging as a rich source of insight to enrich a call center performance management strategy. This article shows how a global telecommunications company raised the productivity of 300 call center associates by 25%, representing an annual recurring productivity gain of over $3 million.

Knoa is awarded the Software Innovation Award for 2008 by the Computing Technology Industry Association (CompTIA) in the category of "Most Innovative Enterprise Software". "This year's competition was fierce and featured more than 90 entries," said David Sommer, chief operating officer, CompTIA, and publisher of SoftwareCEO. "Knoa's recognition and accomplishments are a testament to the creativity and vibrancy of the software market, which continues to produce products and services that deliver real business value to customers.

Knoa was selected for innovative, ground-breaking products enabling essential and incremental changes to the enterprise -- setting the bar higher for others in all areas of information technology. "Innovative products such as Knoa EPM bring improvements in many areas including transparency, functionality, technical ability and ease-of-use. How well people use applications, programs and their training are key to the overall success of business process execution. Monitoring these functions as a whole should be on every IT department's agenda, with regular updates for company executives," the award citation noted.

According to this report, Knoa is cool because "Application usability and end-user performance are increasingly important metrics for measuring the value and performance of an enterprise's application portfolio. If users do not, or cannot, effectively utilize applications, then projects fail, so end-user performance and satisfaction are critical. This requires monitoring and measuring the end-user experience using this insight to target continuous improvement projects."

Knoa measures not just application performance but end user performance, enabling companies to quickly identify needed changes in training or user behavior to maximize ROI from enterprise applications. Just how does an end user get the most from their company�s ERP implementation? By using it to effectively do their job. Knoa is doing what SAP and the other ERP application makers should be doing: verifying that their software is actually usable in a real-world environment.

Companies might spend millions on an SAP or Oracle implementation. Knoa aims to help businesses determine whether they are getting the most from their investment. The New York company is rolling out the 5.0 version of its Experience and Performance Manager product this week. The software uses passive monitoring agents to track how users are interacting with products such as Oracle's Siebel customer relationship management (CRM) application, collecting information ranging from application errors to the workflow patterns users execute.

Knoa Software announces global reseller agreement with SAP AG, through which the company will resell Knoa's Experience and Performance Manager. The SAP solution – called SAP® User Experience Management by Knoa – will help customers maximize the value derived from their deployments of SAP applications by driving adoption, building end-user proficiency, and ensuring the application is delivering an efficient and effective end-user experience.

With Version 5.0, Knoa delivers the industry's first extensible end-user monitoring platform that not only underpins the company's flagship product, Knoa Experience and Performance Manager (EPM), but also can support a portfolio of unique solutions for any number of corporate stakeholders with a need for end-user metrics and management. “The priorities for our 5.0 release were driven by the needs of our customers, including six of the Fortune 50, who are experiencing a dramatic increase in the need for visibility at the end-user level to support a diversity of management objectives, ranging from IT’s standing mandate to provide available and responsive applications, to the growing need to manage end-user application usage, to the CFO’s requirement to ensure compliant process execution,” said Thad Eidman, CEO of Knoa Software.

Knoa Experience and Performance Management (Knoa EPM) seeks to add a new layer to business process analysis and technical metrics for application performance by focusing on measuring how well traditional business applications like Oracle or SAP are delivering value to the business. Such a solution will (eventually) enable enterprises to be sure that the money they have invested in applications and in BPM is providing its intended value. After all, that is why companies have turned to BPM in the first place.

What do you say when the chief executive officer is asking why your company didn't reduce its order-to-cash cycle -- on of the key objectives that drove the investment in a new software application. Even if your company has a robust corporate performance management (CPM) system, chances are you won't have a good answer. This article explains how one industrial hard goods manufacturer used Knoa Experience and Performance Manager to identify the root cause of a key corporate performance shortfall.

Knoa Experience & Performance Manager has creates a strong argument for approaching performance analysis and management from the end user experience perspective. The end-user perspective is a very compelling addendum to traditional metrics that are captured and analyzed in enterprise computing.

Clearly, end user experience management is an area that all of the major performance management/system management companies will like to have as a complementary capability. And Knoa is just scratching the surface of what is possible in this area.

Without a strategy to measure end-user adoption, as well as gather insight about the end-user's experience with their CRM applications, many IT organizations are left with the reality that they can't manage and improve end-user adoption and proficiency. In the absence of comprehensive and representative data, many discussions regarding CRM application deployments are based on reported user impressions, limited visual observations, and occasional stopwatch timings. This results in extrapolations about the performance of the whole system that are inaccurate, and lead to decisions that are not in the best interest of the business.

Knoa cited 2007 as a breakout year as demand for experience and performance management solutions increased across a number of industries, worldwide. Knoa's highlights from the year include significant customer growth, a new field operations center, continued product innovation, an expanded Board and market leadership recognition by several prestigious industry analysts and organizations.

How do IT leaders really know if enterprise software is being used effectively? Some experts think rather than tapping into traditional systems management solutions, the answer lies in a relatively new class of software. Systems management tools ensure that systems and the network infrastructure are up and running, but what they are missing are measurements of the end user's actual experience.

Enterprise applications like ERP, and CRM and SCM automate complex business processes where high levels of application performance are crucial. Yet many frustrated execs find that despite the small fortune they have spent on products to manage servers, networks and applications, the business constituencies still complain about the performance, usability and availability of those enterprise applications. This article explores how End User Experience Management software stabilizes the three-legged stool of Application Performance Management.

Consider this scenario. It's 12 months after the 'go-live' of your new ERP system. The management team invested to cut costs, bring products to market sooner, comply with regulations, and improve core end-to-end processes, like the order-to-cash process. So, what do you say when the CEO is asking why your company didn't reduce the "order-to-cash" cycle time by 10 percent, as planned?

The CRM value of these applications -- all of which focus on internal rather than customer-facing processes -- is clear for anyone who has interacted with a customer service or sales representative saddled with computer errors, the need to re-enter data, or a necessary workaround. Fixing that employee's user experience ultimately results not only in greater efficiency, but also improved customer interaction. The overall leader is Knoa Software with its Experience and Performance Manager (EPM) product, according to report author Jean-Pierre Garbani, vice president and principal analyst at Forrester. "The company's key aim is to provide a technology that is able to cover all the potential needs of an IT organization in terms of end user experience measurement," he writes in the report.

It's the end-users of the enterprise applications who execute the transactions that drive the processes that drive the business. Are employees actually using the right transactions to execute the business process? Are they using them in the right way? Are the employees efficient, or are they making significant errors? Are the transactions effective, or are they cumbersome, requiring employee-invented workarounds? There's a new generation of solutions that can give you those answers: end-user experience and performance and management (EPM).

In a report aimed at IT Operations professionals, The Forrester Research Wave on Passive Agent End User Experience Monitoring, (Q3 2007). Knoa EPM received the highest current offering score and was described by Forrester as an especially good fit for buyers that want to focus on true end user experience monitoring. "Knoa Software's solution in this market is grounded in its vision of fulfilling all the end user experience measurement needs of IT organizations," wrote JP Garbani, the report's author.

Knoa Experience & Performance Manager was recognized by EPSScentral as a solution that helps drive organizational performance through human performance with the Extraordinary Performance-Centered Tool Award "We were particularly intrigued by Knoa EPM because it provides direct feedback on how employee performance can be easily and effectively improved, allowing organizations to target remediation efforts for maximum impact with the lowest investment. In this sense, Knoa provides for knowledge work what W. Edwards Deming and his quality processes and tools achieved in manufacturing. Truly remarkable." Gary Dickelman, President and CEO of EPSScentral.

�Knoa Software�s solution in this market is grounded in its vision of fulfilling all the end user experience measurement needs of IT organizations. Knoa is an especially good fit for buyers that want a product that crosses IT operation and application development boundaries. In an integrated IT organization that cares for the end user experience, it is probably as important to create applications that are easy to use and minimize usability issues as it is to provide good online performance. Knoa's product allows the whole IT organization to work together on improving end user productivity.�

Knoa announced that its flagship product, Knoa Experience and Performance Managment (EPM) is available for Oracle Siebel CRM Version 8.0. Knoa previously supported versions 7.3 through 7.8 as well as the Siebel Computer Telephony Interface Toolbar and the eConfigurator product.

Get ready for a third stakeholder: IT, Business and now, the End-User. Traditional monitoring and management tools manage factors that impact end user experience, but they are blind to the actual end user experience. Excellent tools for measuring application availability, they provide no insight into real application performance from the perspective of the end user. The time has come to expand performance management horizons to include the end user experience.

Some of the software projects that companies implement fail. Stuart Smith has a method for saving them. When BT rolled out Oracle's Siebel CRM software to 12,000 call center workers in 30 locations 18 months ago, he also bought monitoring software from Knoa. "We now understand how people use the systems that we build," he said. "And this has allowed his team to identify and fix problems before they cause users to rebel against the system."

Kimberly-Clark's experience points to an issue that sometimes gets forgotten in the discussion of lengthy ERP implementations: the toll and time it takes to get people to use a new system, and use it properly. A huge help to Kimberly-Clark, said company representative Kay Chase, was the use of software from Knoa Software that monitors how employees use the system, called Knoa Experience and Performance Manager for SAP.

Without a strategy to measure end-user adoption, as well as gather insight about the end-user's experience with their CRM applications, many IT organizations are left with the reality that they can't manage and improve end-user adoption and proficiency. See how one financial services organization leveraged insight into end-user experience to ensure that all end users adopted their CRM application and were executing key processes effectively and efficiently -- the key to achieving business value and ROI from the application investment.

New developments promise to make the new application rollout experience somewhat easier than the corporate equivalent of root canal. Knoa Experience and Performance Manager helps automate the tedious process of gathering data about what the end user is actually experiencing when using an application. The Knoa system provides monitoring technology that eliminates the clipboard-and-stopwatch approach so developers can more readily see what part of the application has an awkward interface or convoluted workflow process.

Technology editor, J. Bonasia, interviews industry analysts and Knoa's CEO about End User Experience Management software. Forrester expects the market for End User Experience Management software to grow by 10% in 2007. "End user monitoring does more than just find the source of software problems," said Cameron Haight, a Gartner analyst. "Such systems collect data to report on the overall health of the business".

"If you think you're hearing a lot about management software lately, you're not mistaken. Knoa Software CEO, Thad Eidman says more and more business executives are starting to see the potential of software to enhance end user experiences." Technology reporter Gian Trotta, interviews Knoa's CEO in this ebizQ podcast. Listen to the podcast, read the transcript, or read Gian's review.

End User monitoring software can improve end user experience and performance to drive adoption of critical business applications. For the business executive and CIO who need to drive the highest possible levels of adoption; efficient and effective use of core enterprise applications; as well as drive return on investment, Experience and Performance Management systems are becoming a priority.

Adoption and problems with efficient and effective use of your software are not just your customer's problem. An insidious new form of 'invisible shelf-ware', a condition where partial adoption and non-compliant use of enterprise applications is the hidden cause behind unrealized ROI, is threatening software execs especially because it directly attacks the ISV business model and impacts the maintenance renewals, expansion and cross sale opportunities. End-User Experience and Performance Management (EPM) software can protect your revenues and profits.

"The insight into actual end-user experience gives us benefits across the board, helping target response time issues, solve end-user problems faster, identify usage and adoption issues, and even make priority decisions on ongoing application investments," said Stuart Smith, Director of CRM Application Performance at British Telecom.

"A new user performance management package from Knoa Software Inc is capturing CIOs attention for its ability to boost worker productivity and optimize application performance. Knoa's Experience and Performance Management suite lets IT departments measure employee response times, distinguish between system and user errors and monitor work-flow process � all in real time�"