Nexthink Amplify helps service desks save time and costs by resolving tickets faster and reducing the number of escalations
Nexthink, the leader in digital employee experience management (DEX) software solutions, introduces Amplify, the new industry-first browser-based solution that supports faster incident resolution.
The Amplify solution can be used with any service desk management system to help agents identify, diagnose and resolve employee issues faster and more proactively before users even notice. Traditional service desks lack a holistic, unified source that allows easy access to relevant incident management information and diagnostic tools. Nexthink Amplify provides frontline workers with incident insights, diagnostic checklists and remediation tools through an easy-to-install, platform-independent browser plugin. Amplify's simple plug and play setup allows you to expand Nexthink Infinity's visibility and resolution capabilities to L1 and L2 agents, providing immediate business benefit.
"Speaking with our customers and prospects we identified the need to be able to have Nexthink data integrated into their service desk and other web solutions, without the need to resort to code and with maximum flexibility. For example, the helpdesk, while managing a ticket, wants to have instant access to real-time information from the employee's device and the ability to take remedial action on that device" he declared Alamo Pizzini Senior Solution Lead Italy of Nexthink, “Amplify is democratizing end-user observability and automation across departments and technology solutions across the board.”
“Every ticket that comes to the service desk has a cost, so the ability through Nexthink to respond faster saves money, time and employee productivity,” he said Saurabh Sharma, AVP & Global Product Head Digital Workplace, HCL Technologies. "By enabling L1 agents to resolve tickets faster and reduce escalations, agents at higher levels of support can focus more on strategic and proactive projects. We are excited about how Amplify will further expand the Nexthink portfolio and provide customers with greater return on value."
The first phase release of Amplify includes key integration for service desk support, making the process completely plug and play for customers using any service desk platform, including ServiceNow, Zendesk and BMC. Over time, new use cases will be released, from security and compliance to administration and human resources, to be able to act on employee experience directly from the respective browser-based applications.
