AI-powered full-lifecycle DEX solution boosts employee productivity while optimizing IT and help desk costs

Omnissa's DEX solution enables rich insights & automated remediations, accelerating issue resolution

The End-User Computing (EUC) Division of Broadcom® — formerly VMware EUC and soon to be Omnissa — is excited to launch the industry's first comprehensive, AI-driven Digital Employee Experience (DEX) solution. Omnissa's DEX solution helps IT teams, both admins and help desk, shift-left to drive better employee and IT experiences, reduce cost, and meet business goals. Today, we are excited to share several new innovations including SaaS app telemetry and out-of-the-box solutions for application license optimization and power consumption monitoring that help IT teams solve top helpdesk issues, create return on investment, and align to Environmental, Social, and Governance (ESG) goals - read on to learn more!

Why is Digital Employee Experience important?

Digital Employee Experience isn't new, and our business has a rich history of innovation in this space. In the previous decade, when new mobile devices in the enterprise were becoming as common as the laptop, EUC delivered Mobile Application Management (MAM) and Mobile Device Management (MDM) solutions that were all about powering more secure productivity for employees. Fast forward to 2019, when employee expectations were at their peak, Workspace ONE® Intelligent Hub was the first digital workspace app to give employees Single Sign-On (SSO) access to all enterprise apps and resources, communications, self-service, employee onboarding, and more. We have always kept employees at the center.

In today's increasingly hybrid work environment, organization priorities have continued to evolve. Customers are also focused on how to reduce cost, become more environmentally sustainable, and reduce risk, all while continuing to eliminate the digital friction hampering employee engagement and productivity. The best answer to these challenges is to have a single place to deliver, measure, analyze, and remediate digital work experiences, exactly what our Digital Employee Experience (DEX) solution, powered by Workspace ONE, offers.

How does Omnissa's DEX solution fulfill customer needs?

Comprehensive, Cross-Platform Support

A comprehensive DEX solution is critical in order to have a holistic, human-centric view of digital experiences. Omnissa's DEX solution delivers, measures, analyzes, and remediates digital experience issues across mobile, desktop and virtual endpoints and applications. Everything we do is built to extend to all employee personas, enabling our customers to use one solution with a single window into their digital experiences.

With native integration to our market-leading Unified Endpoint Management (UEM) solution, we can combine the power of cross-platform automated remediation with optimized device configuration and onboarding to augment digital employee experiences. This platform approach allows customers to automate and scale by taking advantage of rich telemetry from both DEX and UEM, as well as extensive options for remediation workflow triggers and actions across all devices, apps, 3rd party systems, and more. The result for our customers is a singular approach to managing the experience of all their endpoints, apps, and streamlining remediation into a single tool.

Accelerate issue identification and resolution with AI

Omnissa's DEX solution is also AI-driven to help our customers accelerate identification to resolution of pervasive experience issues, and our DEX solution has continued to evolve to stay ahead of our customer needs. Customers wanted to measure the experiences they delivered, so we built our organization Experience Scores. Then they wanted help with proactively identifying and prioritizing issues to focus on, which is why we built Insights. They also needed help accelerating remediation, so we built guided root cause analysis (RCA) to deliver most likely root causes. Now, customers want assistance remediating and delivering improved experiences, so we are building Playbooks (as we shared at VMware Explore 2023). This experience issue lifecycle is accelerated through our investments in AI and ML, helping our customers analyze large amounts of data in order to make decisions.

We saw the value of AI and ML for DEX long before ChatGPT became mainstream, and the Generative AI boom began. We've been using AI to derive insights across experience data that are prioritized by date and impact, giving customers the confidence to know what they should focus on in a sea of data. And, taking it one step further, guided RCA is our ML model that correlates data sets to provide IT with the most likely root causes, jumpstarting troubleshooting and remediation of complex issues. Both capabilities are key to the Workspace ONE Experience Management product that powers DEX, and we are continuing to expand these features to support more customer use cases.

Optimize IT and reduce help-desk costs

Finally, Omnissa's DEX solution optimizes IT and help-desk costs by shifting left. What does shifting left mean in the context of DEX? The issues that generally result in high cost to IT teams are: high mean time to resolution (MTTR) of tickets, higher level — and higher paid — resources spending excess time on ticket escalations and the repetitive nature of many IT tasks. Our DEX solution gives admins the ability to deflect tickets via employee self-service and automation, reduce ticket escalations with a rich ITSM integration, including remote support, and scale repetitive activities with workflow orchestration powered by Omnissa Freestyle Orchestrator, our workflow orchestration platform service.

Our teams are continuously innovating to expand the breadth of telemetry we collect and use to inform AI and ML models. Those models can be used to detect additional anomalies, support new use cases for root cause analysis, provide new remediation options, through either self-service capabilities or workflow support for IT admins or helpdesk.

What's next with DEX?

We are excited that Omnissa's Digital Employee Experience solution continues to evolve to help IT organizations solve top hybrid work issues. We are excited to share more detail on the new releases mentioned above.

Optimize SaaS and UCC application performance and availability

Omnissa's DEX solution can now help address issues surrounding SaaS and UCC application performance and availability. With a combination of synthetic testing, app UI hang scores, real user monitoring, and integration with Zoom for QSS (quality of service subscription) support, admins can receive proactive notifications when a service is down or performing sub optimally, diagnose the issue, and resolve it. The wait time for inbound support tickets, along with the typical friction experienced between the employee, IT teams, and networking teams when trying to determine root cause, is eliminated. Employee productivity is preserved.

Automate app license reclamation

We are also excited to announce that App License Optimization feature is now in Limited Availability! A great way to help reclaim the cost of Omnissa's DEX solution is to use App License Optimization to identify apps that are least used and leverage a combination of surveys and Freestyle Orchestrator to automate license reclamation. App License Optimization also gives IT a true usage metric by looking at app foreground time, across versions, to understand most and least used applications. IT teams can also compare app usage for two or more apps in a specific category to make investment decisions. Finally, App License Optimization helps organizations identify “shadow IT” or unmanaged applications that are in use by employees, which can create risk.

Support ESG goals with power consumption dashboards

One of the advantages of a DEX solution is the ability to use the rich data that is collected to support other business level initiatives that might not seem directly related to digital employee experiences. One example of this is ESG goals. Omnissa is pleased to offer our customers power consumption dashboards which can help inform hardware optimization, whether it is configuration or refresh lifecycle related. We look forward to using this data along with other telemetry in the future to help customers address more business level initiatives, making DEX an integral solution to more than just IT teams.

At Omnissa, we know that Digital Employee Experience is mission-critical for organizations, because productivity translates to profitability. Join us for a webinar to learn more, then take our 30-day challenge and see for yourself how you can make work better for your employees and your IT teams.

Find and Fix Top Hybrid Work Issues in 30 Days!

Take our 30-day challenge to improve hybrid work by turning DEX on for your desktops, whether they're managed by Workspace ONE or not! It is simple to get started, and companies have been able to collect data in hours and get new insights in less than a week. With our new Organization Overview dashboard, you'll get a pre-packaged output showing you trends in experience score after 30 days of running DEX in your environment.

Ready to get started with Omnissa's DEX solution?

Register for our upcoming webinar and use our Getting Started resource on TechZone.