Ģ������Ƶ has been named a Leader in the IDC MarketScape: Worldwide Digital Employee��Experience 2026 Vendor Assessment.��

As organizations increasingly look beyond endpoint monitoring toward a more comprehensive approach to digital employee experience, we believe this recognition reflects Ģ������Ƶ’s long-standing vision: helping IT teams unify endpoint, application, and network visibility to improve employee experiences, accelerate issue resolution, and drive better business outcomes. 

Digital employee experience has evolved significantly in recent years. What began as a focus on device health and endpoint performance has expanded into a broader operational discipline that spans applications, networks, collaboration tools, cloud services, automation, AI, and employee sentiment. 

Employees don’t experience technology one layer at a time. They simply expect everything to work. When productivity declines, the root cause could be a device issue, a slow application, a network bottleneck, a cloud service disruption, or a collaboration problem. Solving these challenges requires a more connected approach to understanding and improving digital experience. 

Why Ģ������Ƶ’s Approach Aligns with IDC’s View of DEX 

Today’s enterprises need more than endpoint telemetry. They need a unified view of the entire digital experience. 

�龱���������������ٱ���Ծ��ٲ���brings together endpoint monitoring, application performance, network observability, employee sentiment, and sustainability analytics into a single platform. By correlating signals across these domains, organizations can move beyond isolated alerts and��identify��the root causes of digital friction faster.��

This broader view is particularly important in hybrid and distributed work environments where employees depend on complex chains of technologies to stay productive. When issues arise, IT teams need the ability to connect what the employee experiences with what is happening across devices, applications, networks, and cloud services. 

Rather than requiring teams to navigate multiple disconnected tools, Ģ������Ƶ helps organizations understand how these systems interact and where experience breakdowns occur. 

Beyond Endpoint Monitoring: The Evolution of DEX 

The digital employee experience market is undergoing a major transformation. 

Organizations are increasingly replacing reactive support models with proactive operations that continuously monitor experience, identify emerging issues, and help IT teams take action before employees are impacted. 

At the same time, IT leaders are trying to reduce tool sprawl and eliminate siloed visibility. As observability, automation, IT operations, and digital experience converge, enterprises are looking for platforms that provide a complete picture of employee experience rather than isolated views of individual technologies. 

This shift is accelerating demand for solutions that unify data across endpoints, applications, networks, and employee feedback to provide actionable insights and measurable business outcomes. 

Turning Visibility Into Action 

Visibility is only valuable if organizations can use it to improve outcomes. 

Modern IT teams need solutions that not only identify problems but also help accelerate investigation, reduce operational effort, and support faster remediation. 

One of Ģ������Ƶ’s most differentiated capabilities is Aternity Replay, which helps IT teams virtually recreate and troubleshoot user issues without disrupting employees. By enabling teams to see what users experienced, Replay can significantly reduce diagnostic time and eliminate much of the guesswork traditionally associated with troubleshooting. 

As organizations work to reduce downtime, improve productivity, and deliver better digital experiences, the ability to move quickly from insight to resolution becomes increasingly important. 

AI-Powered Operations With Governance Built In 

Artificial intelligence is becoming a foundational element of digital employee experience. 

Organizations are rapidly exploring how AI can help identify issues faster, recommend corrective actions, automate repetitive tasks, and improve operational efficiency. 

However, as AI becomes more deeply integrated into IT operations, governance becomes equally important. 

Ģ������Ƶ’s vision extends beyond AI-powered analytics. Ģ������Ƶ’s agentic framework introduces a governed path to autonomous operations, combining AI-driven intelligence with policy controls, human oversight, and role-based experiences for employees, service desks, IT engineers, and business leaders. 

This approach helps organizations move beyond simply generating recommendations toward creating trusted, scalable automation that operates within defined governance frameworks. 

The future of DEX will not be defined by dashboards alone. It will be defined by how effectively organizations can transform insight into action while maintaining control, accountability, and operational resilience. 

Built for Enterprise Scale 

Many of the world’s largest organizations operate highly regulated, service-critical environments where performance, governance, and compliance are non-negotiable. 

As enterprises pursue digital transformation initiatives, they need platforms that can support large-scale operations while helping IT teams reduce complexity and improve employee productivity. 

Ģ������Ƶ continues to invest in observability, automation, AI, and digital experience innovation to help organizations modernize IT operations, reduce digital friction, and create more productive digital workplaces. 

From financial services and healthcare to government and global enterprises, organizations are increasingly seeking scalable platforms that can help them navigate growing complexity while maintaining exceptional employee experiences. 

The Future of DEX Is Ģ������Ƶ-Based 

Digital employee experience is no longer a standalone monitoring function. 

It is becoming a strategic pillar of modern IT operations and an important driver of productivity, employee satisfaction, and business performance. 

As the market continues to evolve, organizations are looking for unified platforms that bring together observability, automation, AI, and experience intelligence to reduce operational silos and improve decision making. 

We believe this shift represents the future of digital employee experience. 

As technology environments become more distributed and complex, organizations need a better way to understand and improve the experiences employees have every day. Ģ������Ƶ Aternity helps make that possible by unifying endpoint, application, network, sentiment, automation, and AI-driven insights in a single platform designed to help organizations move from reactive troubleshooting to proactive, intelligent, and increasingly autonomous operations. 

Download the IDC MarketScape Excerpt  

See why Ģ������Ƶ was named a Leader in the IDC MarketScape: Worldwide Digital Employee Experience 2026 Vendor Assessment and discover the trends shaping the future of digital employee experience. 

Get the report

Source: IDC MarketScape: Worldwide Digital Employee Experience 2026 Vendor Assessment, IDC #US53014625, June 2026. 

*IDC MarketScape vendor analysis model is designed to provide an overview of the competitive fitness of technology and service suppliers in a given market.  The research methodology utilizes a rigorous scoring methodology based on both qualitative and criteria that results in a single graphical illustration of each vendor’s position within a given market. The Capabilities score measures vendor product, go-to-market and business execution in the short-term. The Strategy score measures alignment of vendor strategies with customer requirements in a 3-5-year timeframe. Vendor market share is represented by the size of the circles. Vendor year-over-year growth rate relative to the given market is indicated by a plus, neutral or minus next to the vendor name.

In our recent webinar, From Signals to Outcomes: How 360° Digital Experience Prevents Disruption in the Real World, Forrester’s Christy Punch and customers from Princess Alexandra Hospital NHS Trust and PG&E joined Ģ������Ƶ to explore a critical shift: 

Visibility is no longer enough. Prevention is the new standard. 

Here are five takeaways every IT leader should be acting on now. 

1. Data overload isn’t the issue. Context is the breakthrough. 

Most IT teams are flooded with dashboards across devices, apps, networks, and collaboration tools. But here’s the catch. Seeing more doesn’t mean understanding more. 

Teams may spot the signals, yet still miss what matters most: the user experience and business impact. 

The goal isn’t more data. It’s end-to-end experience clarity that helps teams take action faster. 

2. DEX must connect signals to outcomes 

Signals tell you something is wrong. They don’t tell you what it means. 

The real shift is connecting experience data to what the business cares about: 

• Can employees start work without delay?��

• Can teams collaborate without friction?��

• Can frontline workers complete critical tasks?��

By connecting signals to outcomes, IT turns DEX from basic monitoring into a strategic driver of productivity and resilience. 

3. No tickets doesn’t mean zero disruption 

The webinar highlighted a revealing example: 

At Princess Alexandra Hospital, devices that seemed “broken” were taken out of service instead of logged through a support ticket. No ticket existed, but the disruption was real. 

That’s the blind spot in traditional IT metrics. Zero tickets can create a false sense of stability. The real goal is zero disruption: finding and fixing issues before users need to report them. 

4. Full visibility is the foundation for better experience 

Work now happens across devices, networks, apps, and locations. 

It spans: 

• Laptops and mobile devices��

• SaaS and cloud apps��

• Microsoft Teams, Zoom, and collaboration tools��

• Remote, hybrid, and frontline environments��

Mobile is increasingly mission-critical, yet it is often the least understood part of the experience. In industries like healthcare and utilities, mobile performance can directly affect patient care, field response, and the ability to support people in critical moments. 

A modern DEX strategy must follow users wherever work happens and connect the full journey into one unified view. 

Because for users, the experience is simple: work either flows, or it doesn’t. 

5. AI needs context to drive action 

AI is reshaping IT and accelerating the shift toward autonomous operations. But success depends on complete visibility and context. 

Without complete visibility, AI lacks the context to act effectively: 

• Network��problems can appear to be��device issues��

• Application delays can be mistaken for user behavior��

• Root cause��remains��uncertain��

With full context, AI can move from insight to trusted action: 

• Patterns��surface faster��

• Root cause is��identified��sooner��

• Automation becomes��reliable and��trusted��

360° visibility gives AI the context to act with confidence and turns autonomous IT into an achievable reality. 

The future of DEX is zero disruption 

The webinar made the shift clear: the next era of DEX is not about watching dashboards. It’s about preventing disruption before work slows down. 

That requires IT teams to: 

• Connect��signals across the��full��digital��environment��

• Understand what users are��actually experiencing��

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That is how IT moves beyond visibility to measurable outcomes and makes zero disruption the new standard for digital experience. 

.��See��how leading organizations are��turning��360° Digital Experience��into a practical path to autonomous IT, trusted automation,��and��zero-disruption work at scale with���龱���������������ٱ���Ծ��ٲ�.��

With our latest release, Ģ������Ƶ takes a major step forward, extending the Unified Agent to macOS, strengthening Aternity’s Mac capabilities, and accelerating AI-driven, proactive IT operations.

Unified Agent for Mac: Simplicity Today, Ģ������Ƶ for What’s Next

The introduction of the Unified Agent for macOS marks a major milestone in simplifying endpoint management and accelerating innovation delivery.

The Unified Agent provides a single, modular platform to deploy, manage, and update Aternity and other Ģ������Ƶ capabilities, reducing complexity while unlocking faster access to innovation. And just as importantly, it lays the foundation for seamlessly delivering new modules and innovations as they become available.

With a single agent, IT teams can deploy Aternity without managing multiple agents, automatically stay current with the latest features without manual overhead, reduce endpoint footprint by consolidating agents, and easily adopt future modules such as NPM+, UC, and more without additional deployment effort.

For IT teams, this means faster deployment, simplified lifecycle management, and continuous innovation—without disruption.

Advancing Aternity on Mac

Alongside the Unified Agent, Aternity continues to expand its depth and coverage on macOS, bringing enterprises closer to true cross-platform parity.

The Aternity Agent for Mac now provides monitoring across device performance, native applications, and web applications, while supporting modern macOS versions and expanding telemetry with disk, VPN, and user context data.

These latest enhancements deliver richer device context, broader telemetry, and improved operating system support, empowering IT teams to troubleshoot faster and extend visibility across every endpoint.

What’s New in This Release

This release introduces continued innovation across the Aternity platform, including ongoing delivery of new capabilities through the Unified Agent, improvements to telemetry collection and system stability, enhancements that support automation and AI-driven operations, and Mac-specific updates such as improved Wi-Fi telemetry and remediation script timestamping.

Together, these advancements accelerate Aternity’s evolution into a unified, AI-ready platform for autonomous IT operations.

Why It Matters

This isn’t just an incremental update. It’s a fundamental shift in how IT delivers digital experience.

By unifying visibility, simplifying management, and enabling continuous innovation through a single agent, Ģ������Ƶ helps IT teams move beyond reactive troubleshooting to a prevention-first approach that eliminates disruption before it impacts employees. The result is faster resolution, lower complexity, and a consistently exceptional digital experience across every user, device, and application.

With this release, organizations can:

• Reduce complexity with a single, unified agent across endpoints
• Accelerate innovation without disruption through seamless, continuous updates
• Extend 360° visibility across endpoints, applications, and the network

And this is just the beginning. Explore Aternity’s latest innovations on our��product release page��and take the next step toward zero-disruption digital experience.

We believe these results highlight the continued evolution of Ģ������Ƶ’s platform—combining deep visibility, advanced analytics, and automation to address the most critical DEX challenges enterprises face today.

Our Performance Across Key Use Cases

The 2026 Critical Capabilities report evaluates DEX tools across five primary use cases, including IT support, endpoint operations, experience analytics, employee enablement, and cost optimization.

We believe Ģ������Ƶ demonstrated broad strength and balanced performance across all categories, including:

• Cost Optimization (highest scoring use case): Supporting more efficient endpoint management and lifecycle decisions through data-driven insights
• IT Support: Enabling faster issue resolution and improved support outcomes through enhanced visibility and automation
• Endpoint Operations: Driving operational efficiency across complex endpoint environments
• Experience Analysis and Employee Enablement: Providing actionable insights into digital experience across users, applications, and devices

We feel these results reflect a platform designed to support both operational efficiency and improved employee experience across enterprise environments.

Our Perspective on Year-Over-Year Improvement

In 2026, Ģ������Ƶ demonstrated year-over-year improvement across all evaluated use cases and the majority of capability areas.

We believe these results demonstrate sustained investment in the platform and continued progress across the full DEX lifecycle—from visibility to action.

A Ģ������Ƶ Approach to DEX

As organizations evolve beyond point solutions, the ability to unify data, insights, and action across endpoints, network, applications, and infrastructure is becoming increasingly important.

Ģ������Ƶ’s approach combines:

• 360° visibility across endpoints, application, and network performance
• Advanced analytics and AI-driven insights
• Automation and workflow integration to act on those insights

This platform approach enables organizations to move beyond isolated monitoring toward continuous optimization of digital experience at scale.

Why We Believe Critical Capabilities Matters

“Gartner Magic Quadrant research methodology provides a graphical competitive positioning of four types of technology providers in fast-growing markets: Leaders, Visionaries, Niche Players and Challengers. As companion research, Gartner Critical Capabilities notes provide deeper insight into the capability and suitability of providers’ IT products and services based on specific or customized use cases.”*

Together, these perspectives help IT and digital workplace leaders:

• Better understand how solutions perform in real-world scenarios
• Align product capabilities to business priorities
• Make more informed technology decisions

Learn More

Want to see how leading organizations are turning DEX insights into action?

for our 360° Digital Experience webinar to hear perspectives from industry analysts, Ģ������Ƶ leaders, and customers – and learn how to detect issues earlier, act faster, and deliver zero disruption at scale.

*Gartner, Gartner Magic Quadrant & Critical Capabilities,

Gartner, Critical Capabilities for Digital Employee Experience Management Tools, Stuart Downes, Dan Wilson, Robin Milton-Schonemann

GARTNER and MAGIC QUADRANT are trademarks of Gartner, Inc. and/or its affiliates. Gartner does not endorse any company, vendor, product or service depicted in its publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner publications consist of the opinions of Gartner’s business and technology insights organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this publication, including any warranties of merchantability or fitness for a particular purpose.

Just as importantly, we see this as a validation of our strategy: delivering a unified, AI-powered platform that brings together endpoint, application, and network visibility to enable truly intelligent digital experience management, and move enterprises closer to zero-disruption IT Operations. 

Why DEX Matters More Than Ever 

Digital employee experience is no longer a nice-to-have—it’s��mission critical.��

Today’s employees expect fast, reliable, seamless interactions with every application and device they use. When performance breaks down, productivity drops, employee frustration rises, and IT teams are forced into reactive firefighting. 

At the same time, IT leaders are under increasing pressure to: 

• Deliver proactive, scalable support 

• Personalize employee experiences 

• Deploy AI backed with high-quality telemetry 

• Maximize the value of digital and infrastructure investments 

DEX sits at the center of these priorities. And as organizations move toward AI-driven and autonomous operations, the goal is no longer just visibility, it’s eliminating disruptions before they impact employees. 

Built for Modern DEX 

Ģ������Ƶ continues to differentiate by delivering enterprise-scale DEX through a unified platform approach. 

Unlike point solutions, Ģ������Ƶ Aternity brings together: 

• Device, application, and network visibility through a single agent 

• Deep integrations across ITSM, endpoint management, and observability ecosystems 

• Extensibility through OpenTelemetry-based data and automation frameworks 

• Built-in remediation and no-code workflows for faster resolution 

This platform approach enables customers to move beyond fragmented monitoring and towards end-to-end, actionable insights that prevent issues before they escalate, helping organizations operate with minimal disruption. 

Innovation That Drives Real Impact 

Over the past year, Ģ������Ƶ has continued to push the boundaries of what’s possible in DEX. 

Key innovations include: 

• Agentic AI advancements that enable persona-aware insights, investigations, and governed actions 

• Aternity Replay, delivering privacy-first session insights for faster root cause analysis 

• Expanded AI-driven automation, helping IT teams move from detection to resolution faster 

• Smart OTel, enabling broader telemetry ingestion and AI-ready data pipelines 

• Continued expansion across mobile, unified communications, and endpoint ecosystems 

Together, these innovations reflect a clear focus: helping IT teams shift from reactive troubleshooting to proactive, and increasingly autonomous, operations, with the ultimate goal of preventing disruption altogether. 

DEX for the AI Era 

As enterprises adopt generative AI and agentic AI, digital experience data becomes foundational.��

AI systems are only as effective as the data they rely on. Without accurate, contextual insight into real user experiences, automation falls short. 

Ģ������Ƶ’s approach ensures organizations have: 

• Full-fidelity, real-time telemetry 

• Context across users, devices, apps, and networks 

• AI-driven insights embedded directly into workflows 

This is what enables self-healing systems, predictive optimization, and intelligent service delivery – reducing incidents, accelerating resolution, and driving toward a zero-disruption digital workplace. 

Looking Ahead: From Insight to Action��at Scale��

In our view, being named as a Leader for the third consecutive year is an important milestone, but it’s not the finish line. 

We believe the future of DEX is about: 

• Closing the gap between insight and action 

• Embedding AI into every stage of the experience lifecycle 

• Delivering autonomous, zero-disruption IT environments 

Ģ������Ƶ is committed to continuing to innovate, invest, and lead, helping organizations deliver exceptional, interruption-free digital experiences for every employee, everywhere. 

Learn More  

Want to see how leading organizations are turning DEX insights into action?  

 for our 360° Digital Experience webinar to hear perspectives from industry analysts, Ģ������Ƶ leaders, and customers— and learn how to detect issues earlier, act faster, and deliver zero disruption at scale. ��

Source: Gartner Report,��Magic Quadrant for Digital Employee Experience Management Tools, By Dan Wilson, Stuart Downes, etc., June 2026.��

Gartner and Magic Quadrant are a trademark of Gartner, Inc. and/or its affiliates.��

Gartner does not endorse any vendor, product or service depicted in its research publications and does not��advise technology users to��select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s research and advisory organization and should not be construed as statements of fact. Gartner��disclaims��all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.��

When employees call the service desk saying “it just didn’t work,” support teams are forced to guess, recreating issues after the fact, relying on incomplete user recollection, and combing through telemetry to piece together the story. 

The problem isn’t a lack of data. It’s a lack of context. 

Modern employee workflows span dozens of third‑party SaaS applications that IT teams��don’t��own or control, making traditional, application‑instrumented replay approaches impossible to scale across the digital workplace.��

Aternity��Replay changes that.��

Instead of simply reporting a failure, Replay lets service desk teams rewind the exact user interaction that led to the issue,��correlated with device and network conditions at that moment.��No screenshots. No video capture. No user dependency.��Just the clarity teams need to resolve issues faster and understand��why��experiences fail.��

Why Traditional Session Replay Never Fit DEX 

Session replay isn’t new, but it hasn’t belonged in enterprise IT environments. 

Traditional replay tools were built for digital marketing and application teams. They are app-centric, instrumentation-heavy, and reliant on video or visual reconstruction that introduces real privacy and compliance risk in employee environments. 

Because they lack visibility into device health, network conditions, and competing system activity, traditional replay tools cannot explain why an experience failed in a real employee environment. 

This is where Aternity Replay fundamentally changes the equation. 

Rather than recording video or images, Replay captures DOM-level structural interactions directly from the endpoint and correlates them with rich device and network telemetry, purpose-built for IT and service desk teams. 

The result? Support teams can see exactly how an application behaved, how the page changed, what actions occurred, and simultaneously understand the system conditions that influenced the experience.��

No reproduction. No live troubleshooting sessions. No dependency on the user. 

Why This Matters for the Service Desk 

For service desks under pressure to resolve issues faster and deflect escalations, Replay becomes a powerful force multiplier. 

Faster first-contact resolution: L1 and L2 teams can instantly validate issues by reviewing exactly what the user experienced, not what they remember. 

Lower MTTR and fewer escalations: Correlating replay with endpoint and network telemetry eliminates guesswork and accelerates root-cause identification. 

Confidence without compromise: Replay is privacy-first by design, capturing no images, video, or user-entered text. It is compliant from day one. 

Because Replay requires no application instrumentation or user involvement, service desks can activate visibility quickly without adding operational overhead. 

From Reactive Support to Proactive Insight 

Replay doesn’t stop at break/fix. 

By surfacing recurring workflow friction and unreported issues across applications, IT teams gain visibility into experience gaps employees may never��submit��tickets for.��

That insight allows organizations to optimize digital experiences before disruption turns into lost productivity at scale. 

A New Standard for DEX Visibility 

DEX solutions help IT understand what is slow or failing. Aternity Replay finally shows how it failed and why. 

This isn’t just better troubleshooting. It’s a new layer of DEX visibility that connects user behavior, application behavior, and system conditions into a single, explainable experience. 

The blind spot in DEX is closed. The question now is whether your service desk is ready to see.��

See It for Yourself 

Watch the��video below��to see��Aternity��Replay in action��and discover how service desks can resolve issues faster, reduce escalations, and finally see what employees actually experienced.��

One of the biggest cost drivers is no longer just the device itself. Memory prices have skyrocketed, significantly increasing the cost of every endpoint refresh. What used to be a routine lifecycle decision is now a material budget event, creating real pressure for both IT and finance teams to justify��spending��while still supporting employee productivity.��

Many organizations still rely on age based refresh cycles, replacing a fixed percentage of devices every few years. In today’s cost environment, that approach often leads to one of two outcomes: over refreshing devices that don’t need it or under refreshing that leaves employees struggling with hardware that can’t keep up with their work. Neither is sustainable. 

The Growing Challenges of Device Refresh Planning 

Modern device refresh planning requires more nuance than ever before. IT Operations teams must weigh multiple variables–technical, financial, and experiential–while navigating rising costs and organizational scrutiny. 

Budget Constraints and Cost Inflation 

With memory prices climbing, endpoint refreshes are simply more expensive than they were even a year ago. Justifying new devices when existing ones still function can be difficult, especially when��refresh��decisions��aren’t��clearly tied to performance or productivity outcomes. Without hard data, refresh planning becomes reactive instead of strategic.��

Diverse Hardware Needs and Usage Patterns 

Not every role requires the same level of computing power. Yet many organizations still standardize refreshes across the fleet. In a high cost environment, overprovisioning is no longer just inefficient, it’s expensive. At the same time, underpowered devices slow employees down and generate support tickets, creating hidden costs of their own. 

Unpredictable Lifespans and Logistical Complexity 

Devices age differently depending on usage, applications, and work style. Unexpected failures disrupt refresh plans and drive unplanned spend, while remote and hybrid work models make tracking inventory, warranties, and device health even more challenging. 

Employee Experience vs. Technical Metrics 

Employees know when their devices are holding them back, but those experiences don’t always align with traditional IT metrics. Some devices meet technical specs yet still deliver poor real-world performance. Others may feel slow but don’t actually require replacement. Without visibility into both device health and user experience, refresh decisions remain subjective. 

Being forced into a technology refresh under cost pressure is no easy task. Organizations need a proactive strategy that aligns technology investments with business priorities, especially when hardware costs are rising. 

Remove the Guesswork with Aternity Smart Device Refresh 

Is your IT team struggling to balance employee experience with the rising costs of device refreshes? You’re not alone. Higher memory prices, combined with increasing performance expectations, have raised the bar for making the “right” refresh decision. 

Aternity Smart Device Refresh takes a smarter, data driven approach. Instead of refreshing devices based on age alone, Aternity collects real-time performance and health data across your entire device fleet and correlates it with actual user experience. The result: clear insight into which devices truly need replacement, which can be upgraded, and which should be retained. This enables IT and finance teams to buy only what they need, avoiding unnecessary spend while still protecting employee productivity. 

Turn Insight into Action 

With the Smart Device Scenario Library, IT teams can define refresh policies that align with business goals and budget realities. Evaluate device performance, hardware specifications, application behavior, warranty status, and user experience, then immediately see the impact of different refresh strategies before making a decision. 

The Action Planner streamlines execution by translating insight into a clear, actionable refresh plan, helping organizations right size refresh cycles even as hardware costs continue to rise. 

Learn More 

Read the IT Asset Cost Reduction Solution Brief to explore how Ģ������Ƶ helps organizations control infrastructure costs without compromising employee experience. Aternity Smart Device Refresh optimizes refresh decisions, reduces unnecessary upgrades, and ensures investments are driven by real performance data, not assumptions. 

They’re familiar. They’re owned. They feel controlled. Dashboards light up green, systems are available, and service levels appear intact. On paper, everything looks fine.

And yet, many IT and Digital Workplace leaders sense a disconnect.

Employees complain about sluggish tools. Collaboration falters at the worst moments. SaaS applications behave differently depending on where people are working. Productivity dips in ways that are hard to quantify, let alone explain.

This is the challenge organizations increasingly face today: everything looks healthy but work still feels harder than it should.

The issue isn’t that on-prem environments are broken. It’s that they can no longer see what matters most.

The Blind Spots Built Into On-Prem Environments

On-prem platforms were designed for a different era of work. An era where:

• Employees worked primarily from offices
• Applications lived in corporate data centers
• Networks were predictable and contained
• User journeys followed familiar paths

In that world, monitoring infrastructure health was often enough. If systems were available and performance thresholds were met, work generally flowed.

That’s no longer the reality.

Today, even a simple task may involve:

• An endpoint device or mobile handset
• Multiple SaaS applications
• A home, public, or mobile network
• A collaboration platform
• Secure, encrypted connections
• Human behavior and context

On-prem tools tend to observe these elements in isolation, if they see them at all. They can confirm that a system is running, but struggle to explain why a workflow feels slow, inconsistent, or frustrating for the person using it.

This is where blind spots emerge not because IT lacks skill or effort, but because the tools were never designed to connect the full experience.

The Cost of What You Can’t See

When visibility is fragmented, IT is forced into a reactive posture.

Issues are investigated after employees complain. Tickets bounce between teams. Root cause analysis takes longer than it should. And even once a fix is applied, there’s often uncertainty about whether the experience actually improved.

More importantly, the quiet problems go unnoticed.

The extra seconds waiting for an app to load. The repeated retries during a video call. The workarounds employees adopt without ever raising a ticket.

These moments rarely show up in traditional metrics, but over time they add up eroding productivity, confidence, and trust in digital tools.

You can’t optimize what you can’t see.

What SaaS Makes Visible

SaaS changes the conversation because it changes the vantage point.

Rather than focusing on where systems live, SaaS-based platforms are designed to observe how work actually happens continuously, across environments, and at scale.

A SaaS approach to digital experience can reveal:

• How devices, applications, networks, and workflows interact in real-time
• Where performance degrades along an employee’s actual journey
• Whether issues are technical, environmental, or behavioral
• How experience varies by role, location, or context

Crucially, this visibility extends beyond incidents. It captures everyday work, the moments that define whether digital tools enable flow or introduce friction.

This is what allows IT teams to move from firefighting to foresight.

From Infrastructure Metrics to Experience Intelligence

The most significant shift SaaS enables isn’t purely technical, it’s conceptual.

On-prem environments are good at answering questions like:

• Is the system available?
• Is the server healthy?
• Did a threshold get crossed?

SaaS platforms are built to answer a different set of questions:

• How did this experience feel?
• Where did work slow down?
• Why did productivity dip here?
• What should we prioritize to make the biggest impact?

This shift from monitoring systems to understanding experience is what enables a true 360° Digital Experience.

For organizations operating in highly regulated or mission-critical environments, security and compliance are a critical part of this shift.

The Ģ������Ƶ Ģ������Ƶ for Government has been granted IL5 Provisional Authority by the Defense Information Systems Agency (DISA), a major step in federal cybersecurity compliance. This designation validates the platform’s readiness for testing to confirm its ability to support secure, mission-critical workloads for national security and defense operations. At the same time, Ģ������Ƶ is actively pursuing the FedRAMP High certification process.

It allows IT to prioritize based on real impact, not just alerts. To validate improvements with confidence. And to align digital performance with business outcomes, not simply uptime.

Seeing Clearly Changes How IT Leads

When blind spots disappear, so does much of the uncertainty IT teams face every day.

Decisions become easier to justify. Improvements become easier to prove. And digital experience stops being something you react to and becomes something you actively shape.

This isn’t about replacing everything overnight or dismissing what’s worked in the past. It’s about recognizing that the way we see digital work must evolve, just as work itself has.

On-prem environments can still run. But SaaS reveals what really matters.

Want to Explore This Further?

Our eBook, The Quiet Friction of Staying On-Prem: Why SaaS is the Future of 360° Digital Experience, goes deeper into:

• The hidden operational and experience costs that don’t show up in dashboards
• Why on-prem platforms struggle to deliver true 360° visibility
• How SaaS enables a more complete, human-centered view of digital work
• What moving forward looks like without disruption

If you’re evaluating how to modernize digital experience without increasing risk or complexity, it’s a great place to start.

Download the eBook and see what SaaS reveals that on-prem can’t.

The pressure to improve efficiency while cutting costs has never been higher. In fact, projects that by 2029, organizations that modernize ITSM with intelligent automation will reduce service desk incidents and requests by 60% compared to 2025 (Source: 3 Steps to Optimize Your IT Service Desk, 15 July 2025).

Why Legacy Self-Service Falls Short 

Traditional self-service portals and chatbots were designed to deflect tickets or serve up knowledge base articles. While helpful, they rarely resolve issues end-to-end. The result is frustrated employees, repeated escalations, and wasted L1 effort. What enterprises need is a solution that doesn’t just deflect but actually diagnoses and fixes issues. 

Enter Aternity Self-Service 

Introducing Aternity Self-Service, an agentic AI-powered engine that puts users in control of IT support. Triggered by a user request, Aternity Self-Service automatically handles triage, diagnosis, and remediation, without waiting on IT. The agent runs endpoint and network diagnostics, applies fixes, and confirms resolution. If the issue persists, it creates a fully contextualized ticket and bypasses Level 1 support entirely. The result? Fewer tickets, faster resolution, and a lighter load on the service desk. Unlike chatbots, Aternity Self-Service fully handles:��

• Lowering ticket volume by eliminating repetitive triage 

• Speeding up MTTR so employees return to work quickly 

• Fast integration with Microsoft Teams, ServiceNow, or Moveworks 

Real-World Example 

Consider a common scenario: an employee reports issues with Microsoft Teams. Instead of waiting in a queue for an L1 agent, Aternity immediately runs diagnostics, identifies a service crash, restarts the affected processes, and validates that Teams is back online. If the issue persists, a ticket with full diagnostic detail is generated for higher-level support. The employee gets back to work in minutes, not hours, and IT avoids another time-consuming manual triage. 

The Bigger Picture: Transform IT Support with Agentic AI 

Adopting agentic AI-powered self-service in IT support is about more than just reducing costs. It’s a strategic shift that elevates employee experience, accelerates issue resolution, and empowers IT teams to focus on higher-value initiatives. By streamlining workflows and minimizing manual interventions, employees can independently resolve IT problems, leading to faster outcomes and fewer disruptions. This not only drives significant savings but also boosts overall productivity throughout the organization. 

With Aternity’s agentic AI capabilities, companies gain a more scalable, efficient, and future-ready IT environment. Employees spend less time waiting for support and more time on their core tasks, while IT teams redirect their attention to initiatives that deliver greater business value. Ultimately, this modern approach fosters an agile workplace equipped to meet today’s digital demands and tomorrow’s challenges. 

Request a demo today to reduce ticket noise, accelerate resolution, and upgrade your digital employee experience. 

But when something goes wrong, like a slow app, a glitchy VPN connection, or a dropped Teams call, Service Desk teams often struggle to see the whole picture. Was it the device? The network? The app? Without clear visibility, employees get stuck, tickets bounce between teams, and productivity grinds to a halt. 

Why Point Tools Don’t Solve the Problem 

Many IT teams try to patch the visibility gap with multiple monitoring tools, endpoint, application, network, UC. But stitching them together is expensive, complex, and rarely provides the context IT needs to fix problems fast. 

Employees don’t care which tool IT uses. They just want technology to work, all the time, on every device. That’s why digital experience monitoring must go beyond point solutions to deliver a complete, 360° view of both technical performance and employee sentiment. 

Competitors Claim to “See Everything” But Fall Short 

Some vendors claim they can “see everything” and “fix anything.” The reality? Their view is shallow. Without session replay, they can’t show what the employee actually experienced. Without mobile and frontline coverage, they leave critical workers invisible. Without real-time UC visibility, they can’t diagnose or resolve the disruptions that derail productivity in every call and meeting. 

Aternity 360° changes the game. 

Introducing Aternity 360°: 100% DEX Visibility 

Aternity 360° is the only solution with 100% Digital Experience visibility. From desktops and VDI to mobile apps and rugged frontline devices, it delivers the depth others promise but don’t provide.  

Only Aternity 360° brings the missing pieces together. Session replay, real user and synthetic monitoring, network path visibility, Digital Experience Index (DXI) benchmarking, and employee sentiment feedback equip IT with comprehensive visibility to see exactly what employees see and how they feel, across every device, app, and call. 

With AI-powered automation and self service, that visibility turns into business impact. Routine issues are resolved before they escalate, service desk tickets are reduced, and employees get back to work faster. By accelerating resolution and reducing manual effort, IT lowers support costs, boosts productivity, and creates a more resilient digital workplace.��

We are not “re-imagining” the future of digital experience, we are defining it. Aternity 360° is already in market, eliminating blind spots today and setting the standard competitors are still chasing. 

That means your teams can: 

• See exactly what employees see, with full device and app telemetry. 

• Catch issues before users do, with proactive testing and validation. 

• Fix problems faster, using automation and AI-powered remediation. 

• Empower employees with self-service powered by Agentic AI. 

• Optimize investments, with dashboards for Teams, Device Refresh, and more. 

• Track and improve experience over time, with DXI scores that quantify progress and sentiment trends that validate employee perception. 

Whether your workforce is in the office, at home, or on the frontlines, Aternity 360° eliminates blind spots and keeps employees productive. 

The Business Impact You Can Measure 

With Aternity 360°, IT leaders can move from firefighting to delivering significant business outcomes: 

• Resolve issues faster with replay and AI-driven root cause analysis. 

• Reduce costs by consolidating tools and optimizing refresh cycles. 

• Boost productivity by preventing disruptions before they spread. 

• Improve satisfaction by giving employees technology that works and use sentiment data to prove it. 

• Show ROI with dashboards that tie digital experience improvements to business performance. 

Why Customers Choose Aternity 360° 

Customers don’t need another DEX tool, they want measurable impact. Aternity 360° is the only solution that unifies visibility, intelligence, and automation to transform digital experiences. 

Ready to eliminate blind spots and deliver better digital experiences for your employees? ��
Explore Aternity 360° and see how you can transform IT support, reduce costs, and improve productivity across every environment.��

In a market where vendor claims are everywhere, in our view, the 2025 Gartner Critical Capabilities for Digital Employee Experience Tools tells a different story, one rooted in real-world product performance. This year, Ģ������Ƶ ranked #2 in four of five key use cases: IT Support, Device Lifespan Extension, Endpoint Operations, and Experience Analysis. We believe these rankings reflect the depth, maturity, and AI-driven innovation of our platform.

End-user services and digital workplace leaders looking to understand the functional capabilities of the DEX tools offered by vendors should review the critical capabilities evaluated in the 2025 Gartner Critical Capabilities for Digital Employee Experience Tools to inform their evaluation processes.

Proven Strength Across Every Category That Matters

While some vendors chase perception, Ģ������Ƶ continues to deliver measurable outcomes that drive productivity, reduce costs, and improve employee experience. The areas where Ģ������Ƶ excels include:

• IT Support – Our AI-powered IQ Assist and Intelligent Service Desk deliver faster resolution, fewer escalations, and better employee outcomes.
• Device Lifespan Extension – Smart Device Refresh uses performance, warranty, and health data to drive more sustainable, cost-efficient decisions.
• Application and UC Experience –We offer unmatched visibility across desktop, web, mobile, and real-time collaboration platforms like Teams and Zoom, and received a 5.0 score in both categories.
• Ģ������Ƶ Extensibility – With SmartOTel, rich APIs, and native integrations, Ģ������Ƶ offers the interoperability needed for modern IT environments.

It’s one thing to make bold claims—another to back them up with proven product strength across all major use cases. This year’s report demonstrates that Ģ������Ƶ continues to advance consistently across the board.

Why This Report Matters

As an essential companion to the Gartner Magic Quadrant for DEX Tools, this methodology provides deeper insight into providers’ product and service offerings by extending the Magic Quadrant analysis. Use this research to further investigate product and service ratings based on key capabilities set to important, differentiating use cases. This research helps IT leaders responsible for DEX select the right tool.

Want to see Ģ������Ƶ’s scores? Get the Full Report.

Gartner, Critical Capabilities for Digital Employee Experience Management Tools, By Stuart Downes, Dan Wilson, Lina Al Dana, 27 May 2025

GARTNER is a registered trademark and service mark of Gartner, Inc. and/or its affiliates in the U.S. and internationally and is used herein with permission. All rights reserved.

And that’s the real issue. 

Despite years of investment in monitoring and observability tools, most IT teams still lack visibility into the actual user experience. Traditional tools track metrics, not moments. They miss the nuance of behavior, the timing of a misclick, or the interplay between application, browser, and device. 

IT is left relying on vague descriptions, screenshots, or time-consuming attempts to reproduce the problem, often with limited success. It’s inefficient, frustrating for users, and a major driver of escalations and longer MTTR. 

In today’s digital-first workplace, where seamless experiences are critical to productivity, service quality, and business continuity, this visibility gap is no longer acceptable. IT teams need more than dashboards and alerts, they need clarity, context, and the ability to see exactly what happened. 

The Missing Link: Experience Replays with Full Context 

That’s where Aternity Replay comes in. It bridges the gap between metrics and user moments by capturing every interaction, retroactively and with deep device context. Support teams can visually replay web sessions across any application, paired with insights like CPU usage, memory pressure, and Wi-Fi health. No reproduction. No guesswork. Just clarity. 

With this level of session data visibility, IT can resolve issues faster and reduce escalations. It’s more than troubleshooting—it’s strategic experience management. 

Reduce MTTR and Escalations with Greater Confidence 

Support teams, especially L1 and L2 agents, need speed and certainty when resolving issues. With Aternity Replay, they gain instant access to visual session playback enriched with device-level telemetry. Instead of relying on user recollections or manually retracing steps, agents can see exactly what occurred in real time. This eliminates guesswork, reduces back-and-forth, and enables faster, more accurate resolutions. The result: lower mean time to resolution (MTTR), fewer escalations, and dramatically better support experience for both IT and end users. 

Why This Matters for Your Industry 

In industries like healthcare, retail, finance, and government, where downtime impacts patient care, customer satisfaction, or mission-critical operations, fast and accurate support is essential. Aternity Replay gives IT teams the insight they need to resolve issues efficiently, reducing digital friction, improving service quality, and maintaining continuity across complex environments. 

Digital Experience Isn’t Just About Performance, It’s About the User Experience 

Traditional metrics don’t always tell the full story. A system may appear “healthy” on paper, yet users are still frustrated, and work has slowed down. Aternity Replay bridges that gap by revealing what users actually experienced, click by click, screen by screen, alongside the technical context behind it. 

This empowers IT to go beyond reactive troubleshooting and start proactively improving digital experiences. It’s not just about uptime and performance, it’s about making sure users can work efficiently, without disruption or delay. 

Ready to Stop Guessing and Start Resolving?��

Schedule a demo to see how Aternity Replay empowers IT to elevate support, improve experience, and reduce digital friction across the enterprise.��

This recognition, in our view, affirms Ģ������Ƶ’s strategy and relentless delivery of new products and capabilities. Our unified platform empowers global organizations to transform employee experiences, drive productivity, and build the intelligent, AI-powered workplace of the future. From mission-critical applications to frontline devices, Ģ������Ƶ delivers high-performance digital experiences at scale — across every app, device, and network.

Why Digital Employee Experience Is Now Mission Critical

Today’s employees expect fast, seamless digital experiences — from any location, on any device, using any application. When performance lags, productivity drops, support tickets spike, and engagement suffers.

At the same time, IT and business leaders are under pressure to:

• Deliver proactive, scalable support
• Personalize experiences to employee roles and needs
• Feed GenAI and Agentic AI systems with clean, contextual telemetry
• Maximize the value of digital investments across apps, infrastructure, and devices

A strong DEX strategy is no longer optional — it is foundational to the AI-driven organization.

Ģ������Ƶ Is a Leader Again��

Ģ������Ƶ continues to excel by combining innovation, simplicity, and scale across the digital experience lifecycle — from data collection to intelligent automation.

In the past year, we have delivered powerful platform enhancements, including:

• Aternity Mobile: The industry’s first mobile-first DEX solution for iOS, Android, and ChromeOS visibility at scale
• Ģ������Ƶ UC Module: End-to-end diagnostics for Teams, Zoom, WebEx, and Google Meet, covering VoIP, video, media, peripherals, and network
• IQ Assist: GenAI-powered insights and no-code automation embedded into IT workflows
• SmartOTel with OpenTelemetry: Context-rich telemetry that powers AI, observability, and business insights
• Deep integration with Intel: Visibility into Thunderbolt connected peripherals and Wi-Fi performance

Ģ������Ƶ isn’t just measuring experience — we’re delivering AI-ready, enterprise-scale DEX across every touchpoint.

Looking Ahead: DEX in the GenAI and Agentic AI Era

As enterprises embrace GenAI and Agentic AI, real-time digital experience data becomes foundational. Intelligent agents and autonomous systems rely on precise, contextual insights to enable self-healing workflows, dynamic optimization, and predictive service delivery.

Ģ������Ƶ is uniquely positioned to lead this transformation. Our platform captures high-fidelity experience data across every touchpoint and converts it into actionable insights and intelligent automation.

With IQ Assist, Ģ������Ƶ brings this vision to life — enabling GenAI-powered guidance and automated resolutions directly within IT workflows. By combining real-time diagnostics with AI-generated recommendations and no-code automation, IQ Assist empowers service desk and IT teams to resolve issues faster, reduce escalations, and adapt in real time.

The GenAI-powered workplace isn’t a future vision — it’s already here. And Ģ������Ƶ is leading the way.

2x A Leader. One Unified Ģ������Ƶ. Built for What’s Next.

We are honored to be recognized again as a Leader and are deeply grateful to our customers, partners, and employees for their continued trust and support. The future of work is here — and Ģ������Ƶ is proud to be recognized as a Leader in Digital Employee Experience.

Download the full 2025 Gartner® Magic Quadrant for DEX Tools report here.

GARTNER is a registered trademark and service mark of Gartner and Magic Quadrant is a registered trademark of Gartner, Inc. and/or its affiliates in the U.S. and internationally and are used herein with permission. All rights reserved.

Yet when connectivity falters or applications fail, the impact is immediate and widespread missed SLAs, operational delays, lost revenue, and rising frustration across teams.

The real issue? Most organizations lack end-to-end visibility into mobile experience. App crashes, battery failures, and poor connectivity go unnoticed until they escalate. IT remains stuck in a reactive loop, addressing symptoms instead of preventing disruptions.

It’s time to bring mobile to the forefront of your digital strategy and treat it with the same urgency and precision as any other business-critical system.

Hidden mobile gaps that cost time and money

Mobile Gap 1: Unstable Connections. Delayed Operations.

Frontline workers often operate in far-from-ideal network environments – deep in warehouses, remote job sites, or constantly in transit. When Wi-Fi drops or LTE signals weaken:

• Technicians can’t access work orders or diagnostics.
• Drivers miss routing updates and fall behind schedule.
• Dispatchers lose real-time visibility into team locations.

The Fix? Monitor mobile network conditions continuously to detect signal degradation, packet loss, and coverage gaps. Implement intelligent connection management to automatically shift devices to the strongest available network and minimize disruption.

Mobile Gap 2: Crashing Apps. Broken Workflows.

Mobile apps are the backbone of frontline execution – from routing and reporting to inventory management. But when they freeze or fail:

• Deliveries are delayed.
• Orders go unprocessed.
• Frontline workers are left guessing.

The Fix? Track app performance across devices and operating systems in real time. Identify whether issues originate from the app, device, or network- and resolve them quickly. Use predictive insights to anticipate and prevent crashes before they impact users.

Mobile Gap 3: Battery Failures. Lost Productivity.

A dead battery is more than an inconvenience – it’s a productivity killer. If devices die mid-shift:

• Technicians scramble for chargers instead of closing tickets.
• Hardware replacements spike, eating into IT budgets.
• Morale drops as frustrations rise.

The Fix? Continuously monitor battery health across the device fleet. Flag deteriorating batteries and high-drain apps early. Use these insights to inform proactive replacements and optimize device configurations for longer uptime.

Mobile Gap 4: Reactive IT. Recurring Issues.

Most IT teams only learn about mobile issues after the damage is done. This reactive model leads to:

• Skyrocketing support volumes.
• Extended downtime for users.
• Repetitive, unresolved issues.

The Fix? Enable real-time visibility into the full mobile experience – from app performance to device behavior to network connectivity. Shift from break-fix to proactive remediation using intelligent alerts and root cause insights.

Closing the mobile visibility gap with Aternity

For organizations navigating the complexity of diverse mobile environments, Aternity Mobile Experience delivers the visibility needed to keep operations running smoothly. Supporting smartphones, tablets, rugged devices, kiosks, and POS systems, Aternity provides a unified view of performance across Android, iOS, and ChromeOS.

With real-time visibility into app behavior, device health, and network performance, IT can resolve issues faster, boost productivity, improve customer service, and deliver better outcomes in the field.

Case study: How a national retailer transformed mobile performance

A major U.S. retailer operating 2,500+ locations saw its frontline teams struggle with constant Wi-Fi issues and unreliable devices. Operations slowed, and customer service suffered.

The Challenges:

• Unstable connectivity caused order delays
• Device failures increased reliance on backup hardware
• IT lacked visibility and responded slowly to issues

How Aternity Mobile Helped:

• Optimized Wi-Fi configurations using real-time data
• Proactively replaced failing devices before issues were reported
• Provided end-to-end visibility for faster troubleshooting

The Result? Smoother workflows. Happier employees. And more satisfied customers at every location.

Ready to take control of mobile performance?

Whether you lead field services, technical operations, or IT support, mobile performance is no longer optional—it’s mission-critical. Aternity Mobile Experience equips you with real-time visibility and intelligent automation to keep teams productive, customers happy, and IT ahead of the curve.

With Aternity, you can detect and resolve mobile issues before they impact users, helping to maintain smooth operations and reduce downtime. Support ticket volumes decrease as recurring problems are eliminated, freeing IT teams to focus on higher-value work. Additionally, improved visibility into device usage and battery health extends the lifecycle of mobile assets and ensures smarter, more cost-effective mobile investments.

Explore how Aternity Mobile Experience can help your team stay productive—wherever work happens. Download our latest eBook, 5 Ways to Improve Digital Employee Experience with Aternity Mobile .

As organizations continue their digital transformation and embrace hybrid work, Virtual Desktop Infrastructure (VDI) monitoring has become essential for ensuring secure, scalable, and cost-efficient remote access to applications and desktops. Without effective VDI monitoring, IT teams struggle to maintain performance, optimize resources, and meet user expectations in an increasingly complex digital workspace.

Despite its benefits, many VDI deployments still fail to deliver the seamless performance employees expect. IT teams often encounter slow logins, session lag, and application crashes, yet they lack the real-time visibility needed to diagnose and resolve these issues. The fundamental challenge? A lack of deep insights into the end-user experience.��

Why traditional VDI monitoring falls short

Many IT teams still rely on traditional, infrastructure-centric VDI monitoring tools to assess system health. These solutions primarily track server uptime, network bandwidth, and CPU utilization—important factors, but ones that fail to capture the real user experience.��

In multi-session VDI environments—where multiple users share the same virtual machine—pinpointing individual performance issues is especially difficult. When a user encounters lag or an application failure, is it due to the network, virtual desktop, app performance, or a broader misconfiguration? Without real-time, user-specific insights, IT teams are left guessing. The result: frustrated users, rising support costs, and reduced productivity.

The shift toward AI-powered VDI monitoring

To deliver high-performance digital experiences, organizations need monitoring that goes beyond infrastructure. AI-powered observability solutions offer real-time visibility into session health, application responsiveness, and network conditions—providing the full context needed to understand and resolve performance issues.

With AI-driven optimization, IT teams can detect and prevent performance slowdowns before they impact users. Intelligent automation can help dynamically balance session loads and allocate resources more effectively, reducing infrastructure costs while improving performance. Ultimately, the goal is to move from reactive troubleshooting to proactive performance management.��

Eliminate blind spots with Ģ������Ƶ Aternity

This is where Ģ������Ƶ Aternity comes in. Aternity delivers VDI intelligence and monitoring that eliminates blind spots and optimizes every session, ensuring a high-performance, frustration-free digital workspace. By providing real-time session visibility, AI-driven performance optimization, and proactive troubleshooting, Aternity empowers IT teams to:��

• Pinpoint user-specific issues in multi-session environments, including session lag, login delays, application failures, and network disruptions
• Automate session density balancing and resource allocation to reduce infrastructure costs and improve performance
• Prevent disruptions before they impact productivity, lowering IT workload and support costs
• Deliver end-to-end observability across endpoints, virtual desktops, and applications for a complete view of the digital experience

With Ģ������Ƶ Aternity’s VDI intelligence, organizations no longer compromise between control and user experience. By bridging the visibility gap in VDI environments, IT teams can create a seamless digital workspace that enhances productivity, reduces downtime, and maximizes IT efficiency.��

For more information, visit our VDI Intelligence page.

What is DEM?��

Digital Experience Monitoring (DEM) focuses on detecting, analyzing, and optimizing the availability, performance, and quality of web-based applications. It enables IT teams to proactively identify issues, perform root cause analysis, and take corrective action before users are significantly impacted.

While DEM has traditionally been associated with monitoring customer-facing applications, it also extends to employee experience use cases, ensuring seamless digital service delivery across the organization.

Key features of DEM:��

• Real User Monitoring (RUM): Captures interactions and user journeys to detect performance issues.��
• Synthetic Transaction Monitoring (STM): Simulates user behavior to test and benchmark application performance.��
• Session Replay: Records user interactions for troubleshooting and usability analysis.��
• Root Cause Analysis & Actionable Insights: Uses AI and analytics to pinpoint issues and recommend fixes.��

DEM is widely used by IT infrastructure and operations (I&O) teams, software vendors, e-commerce businesses, and digital service providers who need deep visibility into user experience issues for web-based applications. For an e-commerce company, understanding where and why customers abandon their shopping journey is critical to maximizing revenue. DEM provides real-time visibility into the checkout process, identifying moments where customers drop off—whether due to slow load times, unresponsive pages, or friction in payment processing. Instead of reacting to lost sales, businesses can proactively optimize the user journey, ensuring every interaction is fast, seamless, and frustration-free.��

What is DEX?��

Digital Employee Experience (DEX) focuses on improving how employees interact with IT tools, services, and digital environments. It provides real-time visibility into endpoints, applications, and network performance while also capturing employee sentiment and automating issue resolution. By proactively addressing IT challenges, DEX minimizes disruptions, optimizes workflows, and enhances workplace efficiency.

DEX is widely adopted by IT service desks, digital workplace teams, and HR departments to support employee productivity and well-being. Unlike traditional IT monitoring, which often reacts to issues after they arise, DEX enables organizations to resolve problems before they impact employees, creating a more seamless and intuitive digital workplace.

Key features of DEX:��

• Comprehensive Monitoring: Tracks performance across endpoints, applications (Windows, macOS, ChromeOS, Linux), virtualization (VDI/DaaS), web/SaaS/mobile apps, and unified communications.��
• Employee Sentiment Analysis: Collects real-time feedback on technology experiences through surveys and analytics.��
• Self-Healing & Automation: Uses automated scripts, workflows, and runbooks to resolve IT issues proactively, reducing downtime and manual intervention.��
• Personalized IT Engagement: Delivers targeted notifications, AI chatbots, and UC integrations to provide real-time support and guidance.��

In today’s hybrid work environment, employees depend on multiple applications, cloud services, and devices to stay productive. When issues arise—such as slow virtual desktops, lagging applications, or network disruptions—DEX instantly detects performance issues, automates resolutions, and notifies IT teams before employees are impacted. This shift from reactive problem-solving to proactive digital experience optimization ensures a seamless, efficient, and frustration-free work environment.��

Why organizations need both DEM & DEX

While DEM and DEX serve distinct purposes, many enterprises benefit from using them together. DEM ensures seamless application and network performance, while DEX provides deep visibility into employee interactions and IT service experiences. When combined, they create a proactive IT strategy that enhances both customer and employee experiences, leading to better business outcomes.

Ģ������Ƶ: The��only��vendor��recognized in��both DEM & DEX Magic Quadrants

Ģ������Ƶ is the only vendor recognized in both the Gartner Magic Quadrants for DEX and DEM, underscoring our unique ability to optimize both customer and employee experiences with a single, integrated platform.

Our platform stands apart by offering:

• Advanced DEM capabilities for deep monitoring of application performance, availability, and user experience.
• Comprehensive DEX insights that empower IT teams to enhance employee satisfaction, engagement, and productivity.
• AI-powered analytics, automation, and remediation to proactively detect, predict, and resolve issues before they impact users.

By being recognized in both categories, Ģ������Ƶ eliminates the need for organizations to choose between improving IT efficiency and delivering seamless user experiences—they get both in one powerful platform.

The future is unified: why siloed IT approaches no longer work

As digital transformation accelerates, organizations can no longer afford fragmented IT strategies. Every digital touchpoint—whether customer-facing applications, internal employee workflows, or network infrastructure—is interconnected. When one part of the digital experience fails, the entire business feels the impact, from lost productivity to decreased revenue and reduced customer satisfaction.

Ģ������Ƶ is redefining digital experience management by eliminating blind spots and enabling proactive IT operations. Our AI-driven automation, predictive analytics, and deep observability transform IT from reactive problem-solving to an intelligent, self-healing ecosystem. By moving away from siloed tools toward a unified, AI-powered strategy, organizations can reduce downtime, optimize performance, and elevate both employee and customer experiences.

This is the future of IT—not just monitoring, but true digital experience intelligence. With no other vendor recognized in both Gartner Magic Quadrants for DEM and DEX, Ģ������Ƶ is uniquely positioned to lead organizations into a new era of digital excellence.��

For more information, please visit Ģ������Ƶ Aternity Digital Experience.

A cornerstone of this innovation is Ģ������Ƶ IQ Assist, a powerful GenAI capability designed to accelerate issue resolution and enhance operational efficiency. By providing actionable insights, remediation recommendations, and workflow automation, IQ Assist transforms IT operations into a proactive and adaptive powerhouse. This isn’t just another feature—it’s a significant leap forward in how the Ģ������Ƶ platform addresses IT challenges across endpoints, applications, and networks.

Aternity is the first Ģ������Ƶ product to integrate IQ Assist, revolutionizing the digital employee experience (DEX). Embedded directly into the IT Service Desk Dashboard, IQ Assist empowers service desk teams with natural language inputs and AI-powered remediations. From entry-level technicians to seasoned experts, IQ Assist provides the tools needed for faster issue resolution and measurable outcomes.

What makes Ģ������Ƶ IQ Assist stand out?

IQ Assist transforms IT operations by embedding AI-driven intelligence directly into workflows through a secure, private LLM designed for accuracy, efficiency, and automation. Unlike many GenAI solutions that require manual user prompts, IQ Assist proactively delivers contextual insights, diagnostics, and remediation recommendations—right where IT teams work. Powered by advanced observability data analysis, it enables IT teams to quickly identify anomalies and root causes across their entire IT landscape.

For many organizations, ITSM applications serve as the central hub for IT service desks. IQ Assist seamlessly integrates into these applications, starting with ServiceNow. With a single click inside an ITSM ticket, L1/L2 technicians instantly receive AI-driven analysis and root cause diagnostics—without switching contexts or manually correlating data across multiple tools.

What makes IQ Assist unique is its ability to do more than just respond to natural language queries—it anticipates what’s needed. By automatically analyzing key metrics, identifying patterns, and delivering prioritized remediation recommendations, IQ Assist eliminates guesswork. IT teams can simplify ticket creation, optimize routing, and accelerate resolution with no-code/low-code workflows that automate expert knowledge.

By eliminating manual effort, streamlining diagnostics, and automating follow-up actions, IQ Assist keeps IT teams agile, proactive, and ready to tackle complex challenges—faster and smarter than ever before.

Key capabilities of IQ Assist

IQ Assist enhances IT operations by providing AI-powered remediation, optimizing workflows, improving key performance metrics, and equipping service desk teams with actionable insights.

AI-powered remediation suggestions: Imagine describing an issue in plain language and receiving actionable recommendations in seconds. With IQ Assist, service desk technicians can input natural language descriptions of problems, receive prioritized remediation suggestions tailored to the issue, and understand each recommendation through clear, AI-generated explanations. This intuitive functionality simplifies decision-making, even for less experienced technicians, and ensures faster resolutions.

Optimized workflows for greater efficiency: IQ Assist removes the guesswork from troubleshooting by analyzing device attributes such as health events and recent software changes, flagging potential mismatches with organizational standards, and prioritizing remediation actions based on their impact and relevance. By streamlining workflows, IT teams can focus on what matters most—minimizing downtime and maximizing productivity.

Accelerated performance metrics: Built to align with key service desk performance indicators, IQ Assist helps organizations reduce Mean Time to Repair (MTTR) and improve First Call Resolution (FCR) rates. These improvements lead to faster issue resolution, better service delivery, and higher user satisfaction.

Empowering service desk teams of all skill levels: Whether a seasoned professional or a new hire, IQ Assist equips every team member with the insights and tools they need to excel. Generative AI ensures actionable guidance is always at their fingertips, enabling confident and effective problem-solving.

Fine-tuned for real-world impact:��Ģ������Ƶ IQ Assist is continuously optimized based on user feedback, ensuring the tool evolves alongside your team’s needs and delivers increasing value over time.

Starting the year strong with transformative enhancements: As organizations navigate the evolving digital workplace, service desk teams need advanced tools that drive efficiency, enhance employee experience, and proactively resolve issues before they impact productivity. In addition to the groundbreaking capabilities of IQ Assist, Aternity continues to lead with powerful enhancements that elevate IT operations and performance.

Proactive, data-driven insights for Microsoft Teams call quality

With virtual collaboration more critical than ever, IT teams need end-to-end visibility into Microsoft Teams performance. Aternity’s latest enhancements empower organizations to��proactively detect, analyze, and resolve call quality issues—ensuring seamless communication and collaboration.��

Smarter performance monitoring:��New cache size metrics and network synthetics (targeting Teams Edge Nodes and Teams Transport Relays) provide deeper insight into network conditions, helping IT teams pinpoint and eliminate performance bottlenecks.��

“Degraded Calls” insight: Proactively highlights users and devices most impacted by poor call quality, enabling targeted troubleshooting before productivity suffers.��

User-specific call analysis: Aternity now surfaces a comprehensive list of all calls attended by an individual user, including attendee count, duration, and time—making it easy to identify patterns and recurring issues.

Context-driven troubleshooting:

• Quick health snapshots via tooltips reveal other attendees’ experiences, helping IT determine whether an issue was isolated to a single user or widespread.��
• Drill-down call analytics provide a dedicated view of a specific call, offering in-depth performance stats across all participants.��
• Common factor detection, such as outdated audio drivers or network inconsistencies, simplifies root-cause analysis.��
• Business activity timelines surface key moments, like repeated user reconnections due to connectivity issues, helping IT teams quickly assess what went wrong and why.��

These enhancements give IT a powerful new lens into Microsoft Teams performance, allowing for faster problem resolution and a more seamless employee experience.

Simplifying Windows 11 readiness with Smart Insights��

Upgrading to Windows 11 is a critical step for many organizations—but not every device is ready. Aternity now includes a Windows 11 Readiness Checklist in the IT Service Desk dashboard, automatically flagging Windows 10 devices that meet upgrade criteria.��

This proactive visibility helps IT teams save troubleshooting time by avoiding unnecessary fixes on devices due for replacement and ensures a smooth migration by prioritizing upgrade-ready devices for Windows 11 deployment.��

These are just a few of the latest enhancements designed to reduce complexity, improve digital employee experience, and maximize operational efficiency. To explore the full list of Aternity’s newest capabilities, visit our and stay ahead of the curve.��

Stay future-ready with Aternity��

This is just the beginning of how Aternity is revolutionizing the IT service desk. To fully leverage these innovations, it’s essential to stay on the latest version of Aternity through the Unified Agent. This ensures seamless updates, access to next-gen features, and the tools needed to drive exceptional IT performance.

By staying current, you position your organization to resolve issues faster, enhance user satisfaction, and remain agile in the face of ever-evolving IT challenges. Learn more about the Unified Agent and how it keeps your systems optimized.

Exclusive innovations with Aternity 12.2.5��

With this release, IT teams gain access to advanced tools and insights essential for managing today’s complex digital ecosystems. Key features include:

• Out-of-the-Box Monitoring for Microsoft New Outlook: Instantly track process resource consumption (CPU and memory) and business activities, optimizing performance and productivity for users of Microsoft’s latest Outlook version.
• ServiceNow Web Application Monitoring: Seamlessly monitor ServiceNow workflows in real time, resolve bottlenecks before they impact operations, and ensure uninterrupted productivity.
• Support for AppX Installed Applications: Simplify management and visibility for AppX-installed applications, empowering IT teams to maintain control across their app ecosystem.
• Simplified Business Application Creation: Automatically detect and monitor all processes used by an application’s root process.

These enhancements—and all future improvements—are exclusively available through the Unified Agent, making this transition essential for organizations looking to maintain a competitive edge.

Why choose the Unified Agent?��

The Unified Agent is more than a deployment tool—it’s a streamlined, scalable platform designed to simplify IT operations. By consolidating agents, enabling seamless updates, and reducing deployment complexity, it provides a robust foundation for the future of IT management.

Moreover, all future Aternity functionality, features, and enhancements—including new remediations, automations, and a sustainability package—will only be accessible through the Unified Agent. This ensures access to next-generation capabilities without disrupting your existing release processes, all at no additional cost.

Simple deployment, immediate benefits��

Upgrading to Aternity 12.2.5 is straightforward and efficient. Download the Unified Agent from your preferred tool or SaaS system, activate the Aternity module, and choose your update model—automatic or manual—for complete control. This streamlined process accelerates deployment while minimizing disruption, ensuring your organization is ready for the future.

The future of IT starts now ��

Transform your digital experience strategy today by implementing the latest Aternity release and transitioning to the Unified Agent. With advanced capabilities and a simplified approach, your IT team will be ready to meet the challenges of tomorrow.

For more information, visit Ģ������Ƶ Unified Agent.

A Visionary in DEM: Pioneering user experience monitoring

Gartner introduced the first-ever Magic Quadrant for Digital Experience Monitoring (DEM). Ģ������Ƶ was positioned as a Visionary, which is a testament to our strategic foresight and robust innovation in this evolving field.

DEM tools are essential for organizations aiming to monitor the performance and quality of their applications, particularly as they impact user experience. Unlike traditional customer experience analytics tools, Aternity takes a comprehensive approach, offering insights across both customer and employee experiences. This capability allows IT teams to rapidly address performance issues and optimize application delivery.

Furthermore, the incorporation of Aternity Mobile strengthens our DEM capabilities, allowing businesses to monitor the performance of mobile devices such as point-of-sale systems, kiosks, tablets, and rugged devices, which are increasingly important as mobile usage to better service customers continues to rise.

A Leader in DEX: Driving employee experience innovation

Ģ������Ƶ was also recognized as a Leader in Gartner Magic Quadrant for Digital Employee Experience Management Tools (DEX).

DEX management tools measure and continuously improve the performance of and employee sentiment toward company-provided technology. As remote and hybrid work models become the norm, ensuring seamless digital experiences for employees is critical. Gartner forecasts that “by 2026, 50% of digital workplace leaders will have established a DEX strategy and tool, up from 30% in 2024.”

Aternity’s AI-powered insights and self-healing automations make it unique in the market. By collecting full-stack telemetry data from devices, networks, infrastructure, and applications, Aternity provides IT teams with the data they need to drive productivity and enhance the employee experience. Additionally, with Aternity Mobile, businesses can monitor frontline mobile devices and applications, addressing the needs of an increasingly mobile workforce.

Why we think dual recognition matters

Ģ������Ƶ is positioned as the only vendor recognized in both the DEM and DEX Magic Quadrant reports. In our opinion, this makes us the only solution provider to cater to the full spectrum of digital experience—both customer-facing and employee-facing. Here are a few key reasons why we feel this dual recognition is significant:

• Comprehensive Coverage: Aternity provides businesses with the ability to monitor and optimize digital experiences across all endpoints—be it customer applications or employee devices.
• Enhanced Productivity: By ensuring smooth application performance and device usage, Aternity helps businesses reduce downtime, improve IT efficiency, and ultimately boost overall productivity.
• Future-Ready Innovation: Aternity’s focus on AI-driven insights and automation prepares organizations for the future of work, where both customer and employee experience are vital to success.

Aternity is the one-stop solution for Digital Experience

Ģ������Ƶ Aternity is the go-to solution for enterprises looking to enhance both customer and employee digital experiences. As the only vendor recognized in both the DEM and DEX Magic Quadrant reports, we believe Ģ������Ƶ can help organizations streamline their monitoring and optimization processes across the entire digital experience landscape. Whether it is managing performance issues in customer applications or ensuring employees have a seamless experience on their devices, Aternity delivers.

It’s time to elevate your digital experience! Read the full Gartner Digital Employee Experience Management Tools (DEX) 2024 Magic Quadrant today.

Gartner does not endorse any vendor, product or service depicted in its research publications and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

Gartner, Magic Quadrant for Digital Employee Experience Management Tools, Dan Wilson, Tom Cipolla, Stuart Downes, Autumn Stanish, Lina Al Dana, 26 August 2024

Gartner, Magic Quadrant for Digital Experience Monitoring, Padraig Byrne, Matt Crossley, DB Cummings, Martin Caren, Pankaj Prasad, 21 October 2024

GARTNER is a registered trademark and service mark of Gartner, Inc. and/or its affiliates in the U.S. and internationally, and MAGIC QUADRANT is a registered trademark of Gartner, Inc. and/or its affiliates and are used herein with permission. All rights reserved.

The new Gartner® Magic Quadrant for Digital Employee Experience Tools (DEX) has been published and Ģ������Ƶ is honored to be recognized as a Leader in the report.

Digital employee experience is crucial today and we believe this placement reflects our vision to transform employee experiences, while optimizing performance, increasing productivity, and maximizing investments in critical business applications and employee devices.��

Delivering exceptional digital experience is not about keeping up—it is about staying ahead. Gartner has recognized Ģ������Ƶ based on its Completeness of Vision and Ability to Execute.

Embracing the future of Digital Employee Experience (DEX)��

In today’s digital-first world, the importance of Digital Employee Experience (DEX) cannot be overstated. Organizations rely on technology to drive business outcomes, like AI (Artificial Intelligence), cloud solutions, and unified observability, to ensure a seamless, efficient, and positive digital experiences for employees. Our Ģ������Ƶ Global DEX Survey shows 92% of IT leaders say unified observability is important for competitiveness and delivering a seamless DEX.��

Digital Employee Experience refers to the sum of all interactions an employee has with digital tools, applications, and platforms they use in their work environments as well as how they feel about their IT service. This includes everything from the responsiveness of their devices to the ease of accessing critical software applications, to overall performance and reliability of the IT infrastructure, as well as measuring employee sentiment through surveys.

According to our Global DEX Survey, business and IT leaders say investing in DEX is among their top priorities for the next five years, meaning DEX is no longer a luxury but a necessity.��

DEX is critical for the modern enterprise��

Productivity: Employees depend on digital tools to perform their jobs. This is especially true for frontline workers, who rely on these tools and mobile devices to engage with customers. Slow or unreliable technology can disrupt workflows, leading to delays. By investing in DEX, organizations can ensure that all employees have the tools they need to perform their best.��

Employee Satisfaction: A seamless and efficient digital experience contributes significantly to employee satisfaction. When employees can effortlessly navigate their digital environments, they are more likely to feel valued and supported by their organization.��

Attracting and Retaining Talent: In a competitive job market, offering superior experience can be a differentiator in attracting and retaining top talent. Modern employees expect their work environment to be technologically advanced and user-friendly.

Cost Efficiency: Addressing DEX issues proactivity can prevent larger IT problems, reducing downtime and support costs. A well-managed digital environment minimizes the need for extensive training and reduces the likelihood of errors.��

Business Continuity: In an increasingly remote and hybrid work world maintaining a high-quality DEX ensures business continuity. Employees must be able to access critical systems and applications from any location, at any time, without disruption.��

The role of Ģ������Ƶ Aternity in enhancing DEX��

At Ģ������Ƶ, our AI-automation driven platform places the end user at the center to optimize digital experience. Ģ������Ƶ Aternity is the DEX component of the Ģ������Ƶ platform, empowering organizations to resolve digital experiences swiftly & optimize costs by applying advanced ML & AI to the broadest range of telemetry across all IT domains.��

Aternity provides detailed insights into the performance of applications and devices, including mobile Android and iOS devices, from the end users’ perspective. This end-to-end visibility enables IT to identify and resolve performance issues before they impact employees, ensuring a seamless digital experience. We also measure the actual experience of every employee, and how they feel about their IT service with the actual application and device.

With Aternity, IT teams can proactivity detect and address potential problems before they escalate into major disruptions, ensuring employees can work without interruption and our AI-data driven analytics provide IT and business leaders with the data needed to make informed decisions about technology investments, resource allocation, and process improvements. Because Aternity measures the actual sentiment of employees, organizations can make strategic decisions to enhance DEX by understanding the impact of their digital tools on employee performance.

Aternity understands that investing in DEX is not just about enhancing technology, but creating a work environment where employees can thrive, innovate, and contribute to the organization’s success. With solutions like Aternity, organizations can make sure employees have a consistent and reliable digital experience, regardless of their location and ensure the full potential of their workforce

We invite you to download a complimentary copy of the 2024 Gartner Magic Quadrant for Digital Employee Experience Tools (DEX) and see why we are evaluated among other DEX vendors.

GARTNER is a registered trademark and service mark of Gartner and Magic Quadrant is a registered trademark of Gartner, Inc. and/or its affiliates in the U.S. and internationally and are used herein with permission. All rights reserved. Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.��

Global IT organizations are still recovering, and it could take weeks to fully recover. This incident underscores the critical importance of Observability and Digital Experience Management (DEM) solutions in today’s interconnected world. DEM solutions can provide immense value during global IT outages like the recent CrowdStrike incident.

Key benefits of DEM solutions during global IT outages

During an outage, clear communication with users is crucial. Organizations need to quickly detect and respond to issues to resolve the downtime and disruption. DEM solutions capture user interactions and performance metrics to allow organizations to keep users informed about service statuses and expected resolution times.

By offering insights into system performance and user behavior, DEM solutions help build more resilient IT infrastructures with comprehensive reporting enabling organizations to understand the impact of outages and improve future response strategies, providing valuable data for post-incident analysis and continuous improvement.

Ģ������Ƶ Aternity: A vital tool for managing global outages

Ģ������Ƶ Aternity is a prime example of a DEM solution that can be invaluable during global IT outages. The past few days, many customers have been using Aternity to gain visibility of the impact from the CrowdStrike incident, which has enabled organizations to take prescriptive actions to fix problems faster and mitigate this situation.

Aternity swiftly helped customers identify which applications and servers across the enterprise were affected and determined whether the issues were escalating or subsiding. This visibility let

IT teams quickly confirm which systems were back to normal, ensuring a smooth and efficient recovery process. Here are a few ways Aternity can help in these types of incidents:

1. Real-Time Monitoring: Aternity provides real-time monitoring of user experiences and application performance. This can help organizations quickly identify and diagnose issues affecting their systems and devices.
2. Incident Management: With its detailed analytics and insights, Aternity can assist IT teams in pinpointing the root causes of outages and performance degradation, enabling faster resolution.
3. User Experience Insights: By understanding how the outage impacts end-users, organizations can prioritize critical issues and ensure that essential services are restored first.
4. Proactive Alerts: Aternity’s proactive alerting system can notify IT teams of potential issues before they escalate, helping to mitigate the impact of the outage.
5. Comprehensive Reporting: Detailed reports and dashboards provide visibility into the performance and availability of applications and services, aiding in post-incident analysis and future prevention strategies.

Aternity ensures consistent performance, availability, and continuous operation, even during large-scale disruptions. These capabilities make Ģ������Ƶ Aternity a powerful ally in managing and mitigating the effects of a widespread IT outage.

Aternity’s ability to track and monitor critical errors

By tracking and monitoring instances of the Blue Screen of Death (BSOD) on Windows devices, Aternity helps IT teams identify and troubleshoot the root causes of these critical system errors, ensuring better stability and performance for end-users.

Aternity tracks BSOD events by monitoring the health and performance of Windows devices in real-time through the following process:

• Agent Installation: A small agent is installed on each monitored device, collecting data on system performance, application usage, and errors, including BSOD events.
• Event Logging: When a BSOD occurs, the agent logs the event details, such as the error code, timestamp, and relevant system information.
• Data Transmission: The collected data is sent to Aternity’s central server, where it is aggregated and analyzed.
• Dashboard and Alerts: IT teams can view BSOD events on Aternity’s dashboard, which provides visualizations and detailed reports. Alerts can also be configured to notify IT staff immediately when a BSOD occurs.
• Root Cause Analysis: Aternity helps identify patterns and potential root causes of BSOD events by correlating them with other system and application performance data.

This comprehensive approach allows IT teams to quickly identify and address the underlying issues causing BSODs, improving overall system stability and user experience.

Assisting with remediation during outages

For those already using Aternity, the impact of software upgrades, such as the CrowdStrike Sensor Ģ������Ƶ and CrowdStrike Windows Sensor from version 7.14.18408.0 to 7.14.18410.0, can be closely monitored. IT teams can run remediation scripts to resolve issues, such as:

1. Booting Windows into Safe Mode or the Windows Recovery Environment.
2. Navigating to the C:\Windows\System32\drivers\CrowdStrike directory.
3. Locating and deleting the file matching “C-00000291*.sys”.
4. Booting the host normally.

In conclusion, the recent CrowdStrike global outage has highlighted the critical importance of Digital Experience Management solutions. Solutions like Ģ������Ƶ Aternity provide the real-time insights, proactive alerts, and comprehensive reporting needed to manage and mitigate the effects of widespread IT disruptions effectively. As organizations continue to recover, investing in robust DEM solutions will be key to building more resilient IT infrastructures and maintaining service continuity in the face of future challenges.

Given the popularity of Teams, Microsoft has significantly enhanced it with the rollout of Teams 2.0, now generally available. Teams 2.0 promises to be faster, more efficient, and more user-friendly than its predecessor. As organizations migrate to the latest version of Teams, the question arises: how do you ensure a successful rollout across potentially thousands of endpoints while maintaining service quality? The answer lies in AI-driven automation.

Ģ������Ƶ is a leader in unified observability, and our Aternity solution provides intelligent automation and AI-driven insights into digital experiences for employees and customers across all endpoints and devices. The introduction of Aternity’s Intelligent Service Desk has been a gamechanger, enabling organizations to dramatically reduce service desk tickets and enhance employee satisfaction. In fact, these capabilities played a crucial role in Ģ������Ƶ’s successful migration from Slack to Teams 2.0.

Below, let us explore our own use case.��

Embracing digital transformation with real world impact

Like many organizations today, Ģ������Ƶ’s IT team faces increasing incident volumes and complexity. Coupled with a dispersed, multi-geographical, hybrid workforce, it becomes challenging for IT to schedule time to meet with employees.

Ģ������Ƶ has adopted the strategic approach of a “shift-left service desk,” focusing on real people, real devices, and real-life scenarios. This strategy ensures the best employee experience during any digital transformation by empowering end users and allowing IT to focus on higher support tiers while eliminating mundane tasks.

Ģ������Ƶ made the business decision to migrate to Microsoft Teams 2.0 based on its enhanced speed, efficiency, and user-friendliness. With a more streamlined migration experience, Ģ������Ƶ aimed to make the user experience equally seamless.��

Ģ������Ƶ Aternity Intelligent Service Desk provides AI-enabled detection, troubleshooting, and logic-driven remediation without human intervention. This puts the employee in the driver seat by allowing them to run their own remediation scripts. With this core capability, Ģ������Ƶ was able to successfully auto detect any issues employees might be facing while undergoing the migration.��

Simplifying IT intervention with a step-by-step approach

Ģ������Ƶ’s IT team has seen tremendous value in automating the discovery of issues, thereby preventing resource bottlenecks. The process is straightforward:

1. Identify which employees are experiencing issues with Teams 2.0.
2. Generate a pop-up alert for these employees.
3. Allow employees to execute a runbook script.

The most common issue with the migration to Teams 2.0 was the need to clear the Teams Cache, which could grow to several gigabytes. By identifying who was having an issue, Ģ������Ƶ could automatically send a pop-up to suggest clearing the cache. If the user selected “yes,” the remediation would run to clear the cache and restart Teams—all within 20 seconds. This procedure was fine-tuned to avoid running if the employee was in an active Teams meeting, thereby enhancing the overall experience and minimizing disruptions.

To date, 63% of Ģ������Ƶ employees who encountered an issue with Teams 2.0 successfully executed the remediation, leading to fewer IT tickets and less troubleshooting required by the user.

Microsoft provides a variety of management tools for Teams, including Call Analytics, Call Quality Dashboard, and more. With its integration to Teams, Aternity provides similar capabilities, but also enables IT to resolve other troubleshooting issues, such as those caused by anti-virus software, rogue processes, or by the performance of peripherals such as headsets. In addition, capabilities within Aternity—like automated remediation, employee sentiment, and DXI—apply equally to Teams as they do for any other business critical application.��

Aternity prioritizes Teams like a business-critical application—because it is!

This real-life example underscores the value that Ģ������Ƶ Aternity brings to customers using the Microsoft 365 portfolio. The Aternity agent proactively identifies user experience and performance issues, reducing costs and improving service by empowering the user to decide when to run the remediation.

Common use cases include:

• Service Desk: Measure actual employee experience—do users experience issues across all apps, or just with Teams?
• End User Services: Reduce problem MTTR by correlating Teams call quality with the performance of the underlying device.
• Teams Owner: Gain cross-company insights—compare your Teams performance to the market to identify areas for improvement.
• IT Executives: Focus on continuous improvement—determine where to invest for the greatest impact by tailoring targets against market benchmarks.

Ģ������Ƶ Aternity enhances Microsoft’s monitoring capabilities by providing actual employee experience for every application in the portfolio. Aternity monitors end user experience for every enterprise application on any physical, virtual, or mobile device.

Download the Aternity solution brief to learn more about how Digital Experience Management can rapidly troubleshoot and validate changes in Microsoft Office, Windows, and Teams.