Industry-first concierge services – including an AI-powered virtual assistant – enhance employee experiences from hire to retire
New modern management, zero trust security and multi-cloud VDI innovations empower IT to deliver the experiences modern workforces demand
SAN FRANCISCO, Aug. 26, 2019 (GLOBE NEWSWIRE) -- VMworld U.S. 2019 – VMware, Inc. (NYSE: VMW) today unveiled innovations to its VMware Workspace ONE digital workspace platform to help organizations engage employees from the moment they sign their offer letter, and to unleash productivity to grow, expand and transform their business. The new modern management, security and multi-cloud VDI innovations will allow IT teams to leverage the power of automation to intelligently manage and secure access to any app, on any cloud, delivered to any device.
“Addressing employee experience holistically – from hire through retire – must be at the heart of every company’s digital workspace design and is paramount to workforce transformation success,” said Shankar Iyer, senior vice president and general manager, End User Computing, VMware. “With Workspace ONE, IT can more confidently empower employees to be productive by providing access to the resources they need while simultaneously advancing the organization’s modern management and zero trust security initiatives.”
Workspace ONE Delivers Concierge Services to Personalize and Simplify Employee Experiences
VMware is leading the way in helping IT and HR reimagine the onboarding and day one employee experiences with the introduction of digital concierge services, leveraging the extensive automation capabilities of the Workspace ONE platform and the richness of partner integrations.
Workspace ONE Intelligent Hub – the central launchpad for employees to securely access apps, workflows and notifications and connect with colleagues – now includes a virtual assistant, powered by IBM Watson Assistant, that users can interact with using natural language processing (NLP) or text. Workspace ONE is the first digital workspace platform to integrate an artificial intelligence (AI)-powered virtual assistant.
With the new digital concierge service, Workspace ONE Intelligent Hub Virtual Assistant, employees will be able to complete numerous IT- and HR-related tasks such as procuring and registering a new device, troubleshooting Wi-Fi profiles, opening and managing service desk tickets, and enrolling into company benefits. Employees will also be able to use the virtual assistant to access organization-specific resources such as company policies, office locations and seating maps, as well as other company and team processes.
In addition, VMware is enhancing the productivity value of Workspace ONE Intelligent Hub with new and unique Mobile Flows integrations to support HR, line of business and IT Service Management (ITSM) applications. For instance, a new integration with Atlassian Jira Service Desk allows the seamless delivery of service desk ticket information and updates into Intelligent Hub. These new integrations build on existing one-click contextual workflows already supported in the platform with partners such as Salesforce, Coupa, SAP Concur and others.
Digital Employee Experience Management Boosts Employee Experience Across Mobile & Desktop Platforms
To help organizations manage and measure the value delivered to employees, VMware is launching a tech preview of Digital Employee Experience Management, a new Workspace ONE Intelligence service. This service will enable IT to proactively detect and automatically remediate potential issues that might impact employee experience across their hardware, OS and applications, based on real-time telemetry from their digital workspace environment. By leveraging the combined capabilities of Workspace ONE UEM, Workspace ONE Intelligence, and Apteligent, Digital Employee Experience Management is the only solution in the industry to fully support IT with these capabilities across both mobile and desktop platforms, with full automation for self-healing and remediation.
When an issue does arise on an employee’s device, IT must be able to react quickly to minimize downtime. To achieve this, VMware is expanding Workspace ONE Assist capabilities (formerly Workspace ONE Advanced Remote Management) to include remote support capabilities for knowledge worker Windows and macOS devices. This adds to a currently supported list of devices for Workspace ONE Assist inclusive of iOS, Android, Windows CE, and ruggedized devices. Now, administrators can optimize employee experience by remotely diagnosing and fixing user issues across mobile and PC platforms and get them back up and running quickly.
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