Technology changes are disruptive for end users, and the shift to new collaboration platforms is no exception. Surveys show that more than two thirds of companies rolling out new collaboration or communications platforms cite user satisfaction concerns as the most important factor preventing strong adoption.
Last Mile Quality of Experience
Disruption can lead to lack of confidence – or worse, non-usage – that can stop your collaboration transformation in its tracks. PowerSuite analyzes the communications experience of the end user from the users’ desktop backwards to the cloud, ensuring ‘final mile’ user satisfaction and ongoing system effectiveness.
Check out our User Experience solutions:
Without PowerSuiteTM, troubleshooting is a time-consuming, guess and check experience. Our Help Desk solution analyzes user and system behavior, often in real-time, to deliver quick, end user-centric forensics. These allow tier 1 and 2 support professionals to easily gain access to many of the typical scenarios experienced by end users. Our technology uses advanced heuristics to provide diagnostic input and remediation guidance.
When users experience poor call quality, or glitchy conferencing, they don’t typically call the help desk – they simply find an alternative way to talk. Unhappy users create UC transformation roadblocks, lower your expected ROI, and slow employee productivity. PowerSuite’s User Satisfaction tracks user rating against IT goals and benchmarks user satisfaction as compared to other organizations.
PowerSuite’s Tracking Dashboard allows IT to track calls and conferences for a targeted set of users, usually executives or other VIPs, during a specified time. This allows for proactive troubleshooting to understand who on the call is creating the poor call experience, and how best to address and resolve the issue. The dashboard also enables a direct drill-down into the PowerSuite Help Desk dashboard for further troubleshooting.
Room System Support
Similar to the Executive Support functionality, PowerSuite’s Room System support allows IT to track specific Teams Rooms or Zoom Rooms to stay ahead of downtime issues.
End User Enablement
The consumerization of IT, particularly within the workstream collaboration marketplace, has given rise to the proliferation of multiple pockets of collaboration app platforms throughout the enterprise. As such, IT needs to look to department heads and/or power users to carry some of the burden of what was previously 100% IT owned administration tasks. PowerSuite’s End User Enablement functionality provides end users with the ability to actively participate in the planning, administrative, and advocacy work that is important to an organization’s technology and operational success.