Collective IQ is a Digital Employee Experience (DEX) solution that leverages machine learning and artificial intelligence to comprehensively understand the journey of both local and remote users as they interact with their devices and applications. This continuous learning process generates crucial visibility and actionable insights, significantly improving troubleshooting capabilities for IT teams. The software addresses the growing volume and complexity of IT incidents, which typically lead to higher resolution times and costs for helpdesk tickets. By analyzing and prioritizing the most common resolutions, Collective IQ® allows for one-click improvements in Helpdesk efficiency and overall end-user experience. It captures and analyzes all end-user interactions with their devices and technologies, providing predictive improvement actions and eliminating user experience blind spots. The built-in artificial intelligence provides insights to help desk teams, reducing reliance on manual ticket creation and accelerating root cause analysis through smart dashboards. In an era of digital transformation and widespread remote work, poor IT user experience directly impacts customer satisfaction, employee productivity, and morale. Collective IQ® utilizes patent-pending technology to measure and quantify digital experience, helping organizations identify technology adoption trends and combat digital friction caused by unreported performance issues. This proactive approach allows IT to identify device performance trends, improve service desk experience by surfacing essential data for faster problem resolution, and remove digital barriers to business outcomes across remote, local, and hybrid work models.

Features & Benefits

• AI-Driven Digital Employee Experience (DEX)
  • Applies machine learning and artificial intelligence to understand user journeys, generating visibility and insights for troubleshooting through continuous learning.
• Enhanced Helpdesk Efficiency
  • Analyzes and prioritizes common resolutions to improve helpdesk efficiency and end-user experience.
  • AI-driven root cause analysis
  • Smart prioritization of tasks
  • Automation of problem analysis
  • Avoidance of future issues through prediction
• Proactive IT Operations & Insights
  • Establishes proactive IT operations by providing insights to help desk teams without manual ticket reliance, accelerating root cause analysis and eliminating user experience blind spots.
  • Proactively identify device performance trends
  • Improve IT Service desk experience by surfacing essential data to accelerate problem resolution
  • Assess and remove digital barriers to business outcomes in remote, local and hybrid work models
• Energized User Engagement
  • Focuses on improving the end-user's interaction and satisfaction with technology.
  • Help users perform tasks with measurable satisfaction
  • Drive productivity by minimizing technical conflict
  • Provide intelligent assistance on demand
  • Enable IT to monitor and improve services for all users
• Strategic IT Asset Management Integration
  • Leverages IT asset management data to drive user satisfaction and operational improvements.
  • Operations and Finance teams see user productivity and sentiment improvements
  • Operations anticipates issues and addresses them before they become problems
  • Helpdesk knows the user’s environment to speed ticket creation and resolution
  • IT can cost-effectively give users what they need
• Digital Experience Measurement
  • Uses patent-pending technology to measure and quantify digital experience, identifying technology adoption and usage trends.
  • Establish an authoritative measurement of digital experience
  • Identify organizational technology adoption or usage trends
  • Combat digital friction caused by unreported performance issues