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Zscaler launches 'digital experience' solution for better unified comms

By Catherine Knowles, Fri 12 Nov 2021

Zscaler has officially enhanced Zscaler Digital Experience (ZDXTM) with new Unified Communications as a Service (UCaaS) application monitoring and digital workflow service integrations.

These are designed to automatically pinpoint and remediate performance issues for improved employee collaboration and productivity.

Delivered as an integrated service on Zscaler's cloud-native Zero Trust Exchange, ZDX provides unified visibility into user, connection and cloud app telemetry data to isolate and resolve user experience issues, Zscaler states.

The new integrations now enable security, networking and help desk teams to work together to triage Microsoft Teams and Zoom quality issues, decrease resolution times and optimise employee productivity.

According to research from Gartner, by 2023, the number of remote workers will have doubled to over two-thirds of digital workers, shifting buyer requirements to demand work-anywhere capabilities.

As a result, it is critical for IT teams to be able to pinpoint performance issues on unified communications services, such as Microsoft Teams and Zoom, and SaaS platforms, such as Microsoft 365, Zscaler states.

The new ZDX enhancements deliver enterprise-grade monitoring capabilities by leveraging insights gathered through the Zscaler Zero Trust Exchange, a cloud-native platform of integrated services that acts as an intelligent switchboard to securely connect users, apps and devices over any network, at any location.

Operating as a unified service on the Zscaler platform, ZDX enables IT and security teams to proactively troubleshoot network and call quality problems by combining API-based monitoring of application-specific metrics with continuous and active monitoring of user device, network and application availability insights for business-critical SaaS apps, such as Microsoft Teams and Zoom.

According to the company, standout benefits include the following.

New visibility and management of UCaaS performance: Zscaler integrates with Microsoft Teams and Zoom through secure APIs to access granular user and application telemetry data all in one place.

By offering an integrated view of all system data from meetings and user interactions, ZDX helps IT teams better detect and resolve sources of latency and packet loss that may impact employee experience and business efficiency.

Expanded troubleshooting tools: ZDX enables security, networking, help desk teams to proactively triage unified communications issues, troubleshoot connection problems, decrease resolution times, and optimise user productivity.

Because ZDX continually monitors performance, many connectivity problems can now be resolved proactively before they result in a trouble ticket.

Enhanced Microsoft 365 support: IT teams can use ZDX to analyse trends, performance metrics, and digital experience scores to identify problems and opportunities to improve user experiences with Microsoft 365.

Full visibility into Zero Trust secured private apps: ZDX provides extensive network insights into user connectivity for secured private applications protected by Zscaler Private Access.

IT and security teams gain a centralised dashboard with all relevant telemetry data to troubleshoot and resolve user experiences issues with private applications.

Automated IT incident management with ServiceNow: ZDX integrates with ServiceNow ITSM platform through event-driven APIs for sharing real-time incident notifications.

IT teams can automate IT ticket creation based on ZDX alerts, which streamlines remediation workflows for better IT incident management.

Zscaler VP products Dhawal Sharma says, “IT teams cannot provide a great user experience and proactively resolve UCaaS performance issues if they are unable to see or measure telemetry between employees and critical applications, such as Microsoft Teams or Zoom.

"Zscaler Digital Experience addresses the three biggest challenges that prevent seamless collaboration for the hybrid workforce: siloed user data, limited legacy monitoring tools, and a lack of analytics and workflows that can optimise and improve the productivity and digital experience for employees no matter where they reside.”

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