Thousand Eyes

1. ELEVATOR PITCH
Customers expect a great user experience
in todayʼs digital environment. They expect
an application to connect seamlessly, have
snappy performance and have responsive
design to work on any device anywhere.
The customer digital experience relies
heavily upon availability and optimal
performance of applications. As business
becomes ever more dependent on cloud-
based services and the Internet,
ThousandEyes visibility becomes a must-
have. ThousandEyes gives unprecedented
insight into the performance of application
connectivity and how degradation impacts
user experience. ThousandEyes insights
significantly reduce the time it takes to
mitigate any issues.
FEATURE FUNCTION COMPONENTS
ThousandEyes offers agents, vantage
points on the network, that execute tests
to measure end-user digital experience.
The agent type applicable will depend on
the customerʼs use case. They are:
Cloud Agents are installed and maintained
by ThousandEyes in 193 cities across 58
countries. These agents are located in tier2
& 3 ISPs, broadband networks, co-lo
facilities and cloud infrastructure to give
both geographic spread and different
provider type perspectives. Cloud Agents
are used where the enterprise needs
ʻoutside-inʼ visibility of mainly the
customer digital experience, and to a
lesser extent employees.
Enterprise Agents are deployed into the
customer infrastructure at locations across
the enterprise estate. These agents are
available in many form-factors to suit
different enterprise environments. Used for
ʻinside-outʼ monitoring across the
enterprise WAN, SD-WAN, or hybrid WAN,
through an egress point, across the
Internet and on to cloud-hosted apps,
enterprise agents give insight into the
employee digital experience.
Endpoint Agent is deployed onto
employeesʼ laptops to measure the userʼs
experience whether theyʼre working from
the office, home, or on the road. EndPoint
agents allow support to quickly determine
whether productivity impacting problems
are the local wi-fi, the employeeʼs ISP or
elsewhere in the public infrastructure.
Taken together, the Endpoint deployment
provides monitoring of the applicationʼs
health and performance, for both self-
hosted and SaaS based apps.
Relevant Tests
ThousandEyes has a test suite of 14
different test types. Most are applicable in
monitoring application availability and
performance. In aggregate these tests
provide insight into the applicationʼs
performance and the end-userʼs digital
experience. Key tests are:
Transaction Test: the test follows a script
replicating a user ʻjourneyʼ through a web-
based app. The test gathers throughput
and response metrics.
HTTP Page Load: Similar to a transaction
test except no script is followed, only a
single page is loaded. Metrics are
otherwise the same as above.
HTTP Server Test: This test measures the
availability, responsiveness and
throughput of the server across the HTTP
connection phases including SSL
negotiation.
Network Test: This test measures packet
loss, jitter and latency between the testing
agent and a target.
BGP Test: This test provides insight into
the state of the internetwork topology
from a BGP perspective as pertains to the
IP prefix covering the target of the test.
Browser Sessions View: this is generated by
the EndPoint Agent and shows actual user
experience while interacting with a web-
based app.
BUYER PROFILE BUSINESS ISSUES
Economic Buyer (C-Suite, VP)
• Customer Experience and Business
Impact - business reputation in
jeopardy
• Mitigate business continuity risks in
SaaS/IaaS/PaaS rollout strategies
• Reduction in MTTI/MTTR
• Maintaining customer SLAs/OLAs
• Revenue loss and brand damage
• Customer NPS (cNPS), and CSAT
customer satisfaction scores; customer
retention and acquisition becoming
more difficult
• Shift to digital environment has caused
increase in help desk costs and loss in
productivity due to brown-outs
Technical Buyer (IT Director, Manager)
• IT reputation in jeopardy
• Lack of visibility into customer digital
experience from remote locations
• Spike in support tickets and customer
frustration
• Unpredictable app performance and
increased difficulty in troubleshooting
• Multiple ISPs, SaaS and Cloud providers
• No automated alerting when issues
arise
• No way to share data with external
vendors
• Ability to proactively identify and
escalate external provider issues
• Ownership of problem resolution
between IT teams and external vendors
Key Stakeholders for Customer Digital
Experience
• CIO
• Enterprise Application Owners
• Cloud Architects/Owners
• Lines of Business for SaaS applications
(i.e. Salesforce – sales, Workday – HR,
ServiceNow – IT and other support
Improve Application Availability and Performance sales crib sheet
ThousandEyes
Partner

2. Improve Application Availability and Performance
Page 2
teams)
QUALIFYING QUESTIONS
Economic Buyer (C-Level or Vice President)
• Have your SaaS project rollouts met their
schedule, budget, and ROI goals?
• Do your IT teams have efficient ways to
troubleshoot when issues arise for
customers?
• What are your most critical customer-facing
SaaS applications?
• What challenges have you faced providing
consistent application accessibility across all
types of device?
Technical Buyer (IT Director, Manager)
• How do you differentiate performance related
issues on the network vs. the application vs.
the application for remote workers?
• What methods do you have to ensure a great
customer digital experience for your end
consumers?
• How do you currently troubleshoot/identify
customer connectivity issues to SaaS
applications?
• How much time do you spend triaging issue
between your infrastructure vs. ISP (internet)
vs. SECaaS (security) vs. SaaS (applications)?
• How do you stay accountable to your
customer SLAs or SLAs with external
providers?
• When is the last time you had an outage with
your ISP? With a SaaS provider?
• How long did it take to remediate?
• How do you prepare for application delivery
readiness?
• Baselining application performance when
moving from on-prem to cloud for
example?
• How did you manage unpredictable
connectivity in countries such as China?
• Do you use a cloud proxy?
• How do you monitor its performance
impact on your employee experience?
OBJECTION HANDLING
What does it mean now that you are part of Cisco?
Embedding ThousandEyes technology into
Ciscoʼs networking and applications portfolio will
give unprecedented intelligence on the largest
deployed base of networking equipment in the
world. ThousandEyes further complements
Ciscoʼs capabilities with proactive application
modeling to help improve application quality of
experience (QoE)
I have a product that can do that.
Does it provide end-to-end visibility? Do all
organizations have access to the same
information?
You are too expensive.
SaaS trends report for 2019* showed that
companies spend between $2-$3k/yr on SaaS
per employee, what is it worth to ensure
accessibility to these apps?
Try calculating the cost of ThousandEyes per user
per day.
I already have AppDynamics.
ThousandEyes is complementary to many tools;
however, ThousandEyes goes one step further
and not only gives you visibility into these
external dependencies, but also correlates
information from multiple data sources to help
you understand application performance for any
user over any network. Alert Rules can be set up
to trigger based on multiple criteria. Notifications
may be via email, built-in integrations (Slack,
PagerDuty, ServiceNow) or via web hook
functionality facilitating integration into any
external system. Todayʼs application experience
adds many external dependencies such as the
Internet, public cloud providers and SaaS
applications that all run on networks and data
centers you do not own or control.
VALUE PROPOSITION
ThousandEyes provide SaaS performance metrics
at the application layer along with hop-by-hop
network performance visibility that enable you to
quickly pinpoint issues and get to the root cause
when problems arise. Quickly understand if the
application or network is at fault and determine if
route changes are impacting your application
experience. This data can then be easily shared
with providers to facilitate a productive SaaS
performance management.
Economic Buyer
• Successful, predictable global SaaS rollouts
that meet and exceed performance metrics
expectations. On time and on budget
• Reduce time to troubleshoot beyond internal
network thus preventing customer revenue
loss
• Automated alerts reduce risk of missing
OLAs/SLAs
• Customer experience and customer
satisfaction increases
Technical Buyer
• Easily identify problem domains, gain deep
insights across the technology stack
• Clear visibility into any app for any user over
any network
• MTTI/MTTR significantly reduced
• Easily share multi-layered, interactive,
historical diagnostic data with external
providers
• Integrate alerts and data into Ops workflow
• Customize alerts and dashboard views for
different IT teams
• View real time and historical data.
OUR CUSTOMERS SAY:
“ThousandEyes Cloud Agents can be up and
running fast. Even if I didnʼt have Enterprise
Agents, I could start monitoring from a Cloud
Agent in Sydney, within seconds. If you need to
be able to move a test all over the world, you can,
with a couple of clicks. Itʼs very fast.” - Jim
McKinstry, Global Program Manager, JLL
FOR MORE INFORMATION:
Please review the Improve Application Availability
& Performance Playbook (coming soon)
Cisco Systems Inc., all rights reserved. Partner Confidential. Version 1.0; March 2021. Author: Sinead@cisco.com