“Once we put Knoa out there, within a few weeks, in fact, we started to see benefits. Trends of failures and slowdowns became visible, and we were able to deliver tech fixes or training as needed.”
-Stuart Smith, Director of CRM performance, British Telecom

"We were surprised by the depth and breadth of the information Knoa EPM gives us. 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."
-Dan Snider, Vice President, Business Solutions, Shred-it

"Knoa not only helps us solve end users' IT problems sooner, it helps us identify situations that are impeding system performance and resolve them before they significantly impact business performance. Our ability to be proactive builds better trust between the IT and business sides, contributing to greater employee satisfaction with the system and better productivity.”"
-Bradd Busick, Manager Change Management, City of Tacoma

“The main drive for taking on Knoa was to get an end-user view of the application performance. We had various other mechanisms before that gave us a gauge of how the application was performing at the caller interface, but Knoa was the first time we used live data from desktops, the first time we saw real performance.”
-Philip McBurney, Director CMP Program, British Telecom

“We had been looking to deploy a response time monitoring tool, when we evaluated Knoa EPM, which monitors the complete user experience with a passive agent approach. The insight in 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.”
-Stuart Smith, Director of CRM performance, British Telecom

"BT evaluated other user performance applications but found these did not record individual transaction navigation or response time without significant development costs. Without requiring any configuration or extensive set-up, Knoa EPM captures real end-user response times, ecosystem and application errors, and user behavior. This visibility enables us to uncover and resolve problems that would have extended transaction times and impacted end-user efficiencies in the past."
-Stuart Smith, Director of CRM performance, British Telecom

"Knoa is very responsive to our needs. Our changing needs."
-Philip McBurney, Director CMP Program, British Telecom