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ControlUp advances EX functionality for IT support solution

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ControlUp, at the forefront of Digital Employee Experience (DEX) management, is unveiling a series of enhancements for its ControlUp Edge DX solution—which reduces IT support expenditure for physical desktops—that improve operational excellence and employee engagement.

Edge DX identifies, resolves, and prevents problems that device management software can’t, according to ControlUp. The latest updates to Edge DX target the relationship between employee engagement and the value employees experience with the technology in their workflows.

Citing Forrester’s Future of Work Survey, 2023, “workers are much more likely to be engaged when they have the information, tools, and technology needed to do their jobs. Highly engaged employees are twice as likely to agree that they can easily access the information they need to do their job and report having the correct technology than workers with low engagement. They’re also twice as likely to report being satisfied when their collaboration tools are effective and feel supported by their service desk.”

Understanding this critical correlation between employees and the nature of the technology they use, Edge DX is introducing four key capabilities, including:

  1. Advanced Employee Experience Dashboards and Scoring: Enables IT admins to identify which devices or apps are causing issues and understand end users’ experience with an intelligent system that pays more attention to apps with higher user activity, ultimately prioritizing faster issue resolution over simple data collection
  2. Enhanced Employee Sentiment Surveys: Qualitative sentiment surveys that allows IT teams to look beyond performance metrics, accompanied by asset and survey libraries that are one-time, recurring, or on-demand, as well as randomized or specific distribution
  3. GenAI-Powered Chatbot: Delivers intuitive responses based on conversational context that enables IT teams of any skill level to access insights relating to devices, unified communication and collaboration, and installed apps
  4. Cost Savings Dashboard: Surfaces insights relating to automations, remediation, and remote assistance sessions for physical endpoints, VDI, and DaaS to highlight time savings and IT labor costs for end user projects

“Today’s IT leaders need to be able to get off of the ‘break-fix treadmill’ so they can focus on the strategic, mission-critical initiatives that deliver greater business value,” said Simon Townsend, field CTO, ControlUp. “They also need to be able to look beyond device performance metrics to truly see employee sentiment and engagement data to humanize the computing experience. With enhancements to ControlUp Edge DX, we are not only reducing the mean-time-to-resolution, but we are also giving IT the unified workflow optimization they need to make IT more human-centric, autonomous, and proactive. The result is an elevated DEX that puts people first.”          

To learn more about ControlUp, please visit https://www.controlup.com/.                                                      

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