In the world of IT support, where time is always ticking and employee satisfaction is on the line, removing inefficiencies in ticket resolution can be nothing short of a game-changer. One major source of inefficiency in nearly every service desk operation relates to the process of obtaining and confirming information about users and devices. Comprehensive and unified information about a device and/or a user typically isn’t immediately available, and gathering it is a major burden. And all of this before even starting to diagnose the issue at hand!
Enter Nexthink Amplify, our unique solution to empower frontline agents with the tools they need to close tickets faster, escalate less, and deliver seamless IT support experiences. Let’s see how Nexthink Amplify erases the issue of gathering device and user information, and why that’s such a big win for service desks.
Unified Device & User Information
In many IT support environments, agents find themselves toggling between various tools and platforms to gather essential information for troubleshooting. Amplify eradicates this by providing a single, integrated solution where agents can access both user and device properties in one place. No more navigating through different interfaces or performing CMDB lookups. Amplify brings all the necessary data into one centralized location, simplifying the agent's workflow and enhancing efficiency. Upon opening Amplify, all the information agents need is immediately accessible, automatically pulled from a unique identifier on an incident record or available via lookup.
Immediate Visibility – No End User Involvement
Amplify’s automated and comprehensive Properties provides agents with the information they need without the involvement of end users, which is burdensome for everyone involved. Obtaining such information often involves time-consuming interactions with end users, leading to delays in issue resolution and a poor experience. With Amplify, agents can gain immediate visibility into user and device properties, eliminating the need for back-and-forth communication and streamlining the support process.
Visibility Across Users & Devices
Employees today often work across multiple devices, which can create confusion for agents if device information isn’t captured appropriately within an incident record. Amplify resolves this by providing agents with a clear view of users and their associated devices, their activity on them, most recently active devices, and more. And it delivers comprehensive user information via device information, or vice versa, automatically or via one-click look-up. This ensures that agents always have the complete picture, enabling more informed decision-making and quicker problem resolution.
Drive Service Desk Efficiency & Improve Support
Amplify’s unified device and user properties significantly reduces agent handling time, enabling them to resolve issues more swiftly. This directly translates to reductions in Mean Time to Resolution (MTTR). One Nexthink customer, a Top-10 US Financial Services company, was able to measure an average 4-minute reduction in user/device lookup time by using Amplify. Multiplying these numbers across hundreds and thousands of tickets per year yields incredible time and cost savings!
Efficiency and satisfaction also go hand in hand. Amplify's ability to provide immediate insights into user and device properties not only benefits the service desk but also contributes to an enhanced end-user experience. By streamlining processes and eliminating unnecessary steps, Amplify empowers agents to focus on what they do best – solving problems and ensuring a seamless user experience. Employees no longer need to endure prolonged troubleshooting sessions or provide redundant information – Amplify enables agents to swiftly address issues, minimizing disruptions and maximizing productivity for end users.
Nexthink Amplify: Unmatched Capabilities
In the landscape of ITSM enrichment solutions, Nexthink Amplify is unmatched for myriad reasons. As it relates to Amplify’s Properties, competing solutions lack the unified approach to information delivery, an easy to navigate and streamlined interface, the ability to easily search or right-click to access information quickly, and the ability to access device and user properties even when a device and/or user is offline. These are just some differentiators that relate to Amplify’s Properties feature. There are many more which set Amplify apart and in a category of its own within the landscape of ITSM enrichment products, such as Amplify’s ease of set-up and deployment.
Transform IT Support With Nexthink Amplify
By providing agents with immediate access to comprehensive insights, eliminating the need for tool switching, and enhancing overall efficiency, Amplify is reshaping IT support. As IT strives for efficiency while delivering better end user experiences, Nexthink Amplify can be a powerful tool on the frontlines of the service desk.
