End-User Feedback module provides contextual insight to prioritize what the business needs and improve productivity
LAUSANNE – Nexthink®, a leader in end-user experience management, today launched Nexthink Version 6.7, featuring a new End-User Feedback module that provides a direct communication channel between IT and business end-users. This new capability transforms the way IT obtains feedback so they can more closely understand specific business needs.
The new Nexthink module enables IT executives to ask questions to end-users directly on their device based on each individual context, to gather real-time feedback about their perceived experiences with business applications and services. This new way of collecting instantaneous end-user feedback both streamlines and speeds communication, enabling IT to make better decisions faster. By combining direct end-user feedback with Nexthink’s endpoint analytics, IT has both the qualitative and quantitative data necessary to improve business productivity and outcomes.
For the first time, direct feedback from end-users can be analyzed together with hundreds of metrics currently reported by the Nexthink Collector. The contextual feedback is key to understanding the end-user’s perception and their level of satisfaction. This is an essential component for the Information Technology Infrastructure Library (ITIL) continuous service improvement practice.
“Most monitoring solutions attempt to measure end-user experience by extrapolating data from the network, servers and log files. At Nexthink, we believe the source of truth for end-user experience is on the endpoint,” said Pedro Bados, CEO and co-founder, Nexthink. “Now with end-user feedback, IT executives get a complete picture of end-user experience and more importantly, how to improve it, in order to deliver the best IT for the business.”
According to a recent study from a leading analyst firm, 90% of IT executives admit that their end-users experience problems that they have no way to detect. Adding to the challenge, end-users do not always report issues to IT, with 40% indicating they are too busy and/or feel that IT cannot resolve their issues fast enough. As a result, end-users live with the issue, which impacts productivity, and IT has no way of knowing of this problem.
Ability to calculate scores:
Nexthink 6.7. now provides the ability to configure scores based on weighing multiple technical and non-technical factors and metrics together. Customized scores will allow IT to measure and track KPIs such as endpoint performance, infrastructure health and service quality, in order to be more responsive to the needs of end-users and the business.
Advanced Portal analytics:
New Portal analytics speed diagnosis by allowing users to quickly view underlying indicator details shown in the dashboard, without having to drill down into the indicator.
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Nexthink is a leader in end-user experience management from the endpoint. The company’s solutions combine real-time endpoint analytics and end-user feedback, through unique analytics and visualizations to provide new insight and enable IT to be more proactive, reduce costs and enhance end-user productivity. Its endpoint analytics provide essential visibility for IT governance.
Nexthink, which serves Global 5000 organizations, is a privately held company headquartered in Lausanne, Switzerland, with operations in the US, Europe, Middle East and Asia Pacific.
Nexthink® is a registered trademark of Nexthink S.A. To learn more, visit https://www.nexthink.com.