News Release

Prominent Internet Leaders Form Web Quality of Experience Workroup

HP and Cisco Systems spearhead workgroup to help businesses deliver superior online customer experience
Mar 14, 2001

PALO ALTO, CA, March 14, 2001 - Hewlett-Packard Company, Cisco Systems and a group of industry-leading Internet companies including BroadVision, Ecometry, Keynote Systems, USinternetworking and WebCriteria, today announced the formation of the Web Quality of Experience (QoE) Workgroup. With its network of technology, e-business and consumer partners, the Web QoE Workgroup will define a joint set of optimized, intelligent infrastructure solutions that set the standard for superior online customer experience.

According to a Boston Consulting Group research report, 67 percent of first-time online buyers don't make a repeat purchase, 48 percent of online shoppers abandon Web sites due to slow download and 20 percent need to contact customer service to complete their transaction.(1) As this research indicates, e-businesses need to enhance the online customer experience to create the high-value relationships needed to increase profitability and maintain customer loyalty. The Web QoE Workgroup was formed to address these requirements by combining the strengths of its member companies, which represent the key solution areas for creating, measuring, monitoring and controlling total Web QoE.

As defined by the Workgroup, Web QoE is the evolution of quality of service (QoS) to include online and offline aspects of web transactionsin summary, the total customer experience. The result is a more effective use of the Internet to integrate online tools such as personalized content, differentiated service and security, offline customer service, manufacturing, shipping, delivery and returns. Web QoE solutions will enable e-businesses to deliver fast, highly personalized and secure services over the Internet thereby increasing sales, lowering operating costs and optimizing the online experience.

Tools for the Ultimate Customer Experience

The Web QoE Workgroup plans to design, test, validate and document solutions and best practices at its Center of Excellence, which is managed by HP Consulting. Opening in May 2001, the center will also host technical workshops for potential customers to learn about Web QoE and view actual solution architectures available for immediate deployment. Solution architectures and configuration guides, based on work done at the Center of Excellence, will be made available through an Industry Knowledge Center available on the workgroup's Web site, The Web site will also house a Web QoE index, which measures the attributes and usability of leading Web sites.

"In keeping with our legacy of quality, we constantly strive to improve the customer experience on our site." says Larry Silverman, director of Internet operations, The Web QoE initiative will help ensure that we are implementing best practices for maximum customer satisfaction."

"With so many companies investing in e-business today, a great opportunity exists for helping them deliver a superior online customer experience," said David Hybels, program manager, Extraprise Advisors. "An organization such as the Web QoE Workgroup, that helps companies achieve this goal, is invaluable."