Digital Employee Experience (DEX)
Digital employee experience or DEX is critical in ensuring high productivity and engagement with employees whether they are in the office or remote. When they have an issue with their endpoint, their work, ability to connect with their colleagues and value they provide to your business is disrupted.
Managing Digital Employee Experience
Device Performance
Measure how stable, responsive and performant a device is based on synthetic transaction in near real time. This provides objective data around how users are experiencing the IT service. Workstation analytics is the next generation strategy in your remote desktop management.
User sentiment
Context driven surveys enable IT to solicit frequent feedback from employees to understand their digital experience. By correlating a user’s sentiment or perception of their endpoint with technical endpoint data, IT departments can ensure they’re resolving the issues that matter most to employees to increase user satisfaction.
Objective and subjective data is key to a digital experience strategy
Key outcomes
Synthetic transactions
Synthetic transactions simulate user behavior and alert IT to issues before the employee needs to raise a ticket. 1E Platform’s Endpoint Automation diagnoses performance issues automatically and provides real-time self healing remediation capabilities so the issue or enterprise-wide problem is resolved immediately.
Cutting-edge self-service
Employees can self-serve either through a chatbot or agent even the most complex remediations, wherever they are located. TeamViewer’s real-time platform fixes the issue immediately and, just as importantly, provides instant feedback. This includes complex tasks like desktop upgrades or application installs.
Qualitative feedback
TeamViewer’s Employee Sentiment enables IT to solicit frequent feedback from employees to uncover unreported IT issues and employees’ frustrations. By correlating a user’s sentiment with endpoint technical data, IT can ensure they’re resolving the issues that matter most to employees.
Improve first-call resolution
If an employees’ first preference is to call the service desk, TeamViewer makes that experience great by improving first-call ticket resolution through automated diagnosis and remediation built within the ServiceNow ITSM console. There is no need for remote control for the majority of issues.
Context-aware engagement
TeamViewer DEX provides targeted, context-sensitive and immediate digital conversations with employees. These can be used to get feedback when a performance issue is detected, implore the employee to reboot their machine for a patch or just inform them that a global issue is remediated.
Preventative remediation
TeamViewers DEX Automation provides automated remediation and diagnostic capabilities for end-point self healing. The solution ensures that issues with a single endpoint or 100,000 endpoints are immediately detected and resolved. This is achieved with zero impact on the network or client performance.
We want to help you reduce your service desk tickets by as much as 40%
Frequently Asked Questions
How can I improve my end user experience with the TeamViewer DEX?
1E’s Real-Time Platform, augments all levels of IT. 1E enables employees to self-serve any request, even a complete PC rebuild or replacement, and empowers IT to resolve incidents across the organization interactively and immediately. These resolutions are then encapsulated as new functionality so they can be safely deployed by lower-level technicians or as self-service. New baselines can also be created to automate configuration drift management.
Give employees the mobile-like experience they expect.
How can my helpdesk respond at the speed of business?
TeamViewer’s Real-Time Platform, is designed to make automation easy, even in large and complex organizations.
Technicians can interactively investigate, develop and test fixes across all endpoints, getting results immediately to confirm success and move on to the next issue. They can then empower lower-level technicians to implement the fix, enable employees to self-serve, or even create an automated remediation so no other employee experiences the same issue.