Last month, TeamViewer, an immersive remote guidance solutions provider, launched its Digital Employee Experience (DEX) software, 1E, following its acquisition earlier this year.
At the Gartner Digital Workplace Summit, TeamViewer showcased new integrations of 1E that provide real-time and historical performance insights within its first-party Device Monitoring solution. This enhances endpoint visibility and improves issue detection.
At the event, TeamViewer revealed further integrations of 1E, which incorporate its Tensor remote connectivity into the DEX solution. This integration supports a seamless and compliant IT management framework and includes enhancements to its ServiceNow-powered offerings.
At the time, Mei Dent, TeamViewer’s Chief Product and Technology Officer, said that highlighting these integrations “just weeks after closing the [1E] acquisition” showcases TeamViewer’s “ability to create immediate value for our customers.”
Dent also added:
This milestone reflects our commitment to innovation and agility, combining TeamViewer’s best-in-class remote connectivity with 1E’s real-time monitoring and automated remediation. With these capabilities, IT teams can resolve issues faster and take a more proactive approach to maintaining seamless operations.
Dent called the 1E TeamViewer integrations a “significant step forward in shaping the Digital Workplace and enhancing employee experiences across enterprises worldwide. ” The firm looks to broaden its merged portfolio for enterprise clients shortly, including AI-driven automation, insights, and connectivity.
Fostering 1E Integration to Supportive Digital Workplace Experiences?
More recently, Frank Ziarno, vice president of product management at Teamviewer, spoke exclusively to XR Today about the acquisition and customer transition period.
Ziarno noted:
With 1E, we’re able to combine our remote connectivity solutions with 1E’s autonomous Digital Employee Experience (DEX) platform, creating a combined solution that proactively prevents IT issues from happening in the first place – but when they do occur – gives employees the remote expert support to resolve issues quickly. Now, the TeamViewer Digital Workplace platform connects people with the technology they need, when they need it.
“We’ve already launched our first integrations,” added Ziarno, who also explained that TeamViewer’s Device Monitoring now includes 1E’s real-time and historical performance insights, which allows users to “have deeper endpoint visibility and be more proactive and precise about issue detection.”
Ziarno said:
Additionally, our Tensor solution is now directly integrated into the 1E DEX platform, providing secure, enterprise-grade remote connectivity for seamless and compliant IT management; and our remote support functionality is embedded into the 1E DEX ServiceNow integration, allowing IT teams to take immediate action on critical endpoint issues.
Ziarno highlighted how TeamViewer and 1E launched the combined integrations “within two months of the acquisition” and added that “it’s truly just the beginning. “
“Looking ahead, we are exploring how we can use deeper automation and AI-driven insights to further enhance IT operations for companies of all sizes,” Ziarno remarked.
Ensuring Industry-Specific Security Compliance?
Ziarno said TeamViewer Tensor’s integration with the 1E DEX platform “provides enterprises with policy-based controls and Conditional Access features that help maintain compliance with industry-specific security regulations. “
Ziarno noted that the 1E integrations contain comprehensive audit logging that “tracks all remote support activity, ensuring compliance with ISO 27001, NIS2, and DORA.”
Moreover, Ziarno explained how chat logs and session records are “securely stored to meet regulatory and industry standards.”
TeamViewer also enforces strict policies, with Ziarno adding, “Tensor’s policies govern all remote support sessions, ensuring adherence to GDPR and ISO 27001 by maintaining strict access controls and enforcing security requirements; policies remain intact when connecting to devices with existing security settings.”
Data protection options also allow 1E, TeamViewer customers to enable or disable session data collection “as needed to comply with GDPR and industry-specific data protection laws, balancing operational transparency with privacy requirements, for privacy-sensitive environments, session recording can be turned off entirely,” Ziarno said.
Finally, Ziarno highlighted how customers can roll out Tensor “using its own deployment tools, ensuring compliance with IT governance frameworks and regulatory requirements such as NIS2 and DORA for secure, controlled implementation.”
How is TeamViewer Ensuring a Smooth Transition of 1E-Integrated Solutions?
Ziarno said, “to ensure IT teams can fully leverage the TeamViewer Tensor integration within 1E DEX, both 1E and TeamViewer provide structured training and continuous support.”
1E offers training for its DEX platform via a “self-paced, hands-on learning experience covering the entire platform, including integrations like TeamViewer Tensor,” Ziarno remarked.
High-quality online courses available 24/7, hands-on labs for real-world application, and ongoing support and course updates are just some of the 1E training considerations available via 1E.
On the other hand, Ziarno said that TeamViewer Tensor Training is provided by the firm’s “Professional Services team, which provides three days of instructor-led training covering TeamViewer Fundamentals, TeamViewer Security, and TeamViewer Automation & Maintenance. For continuous learning and troubleshooting, customers have always-on access to the TeamViewer Knowledge Base.”
TeamViewer’s swift integration of newly acquired 1E’s DEX capabilities into its platform showcased at the Gartner Digital Workplace Summit, signifies a significant step towards providing enhanced digital employee experiences through proactive IT management and seamless remote support.
