Unisys To Resell Freshworks' ITSM Solutions
Freshworks has announced a strategic relationship with Unisys to resell Freshworks' modern IT Service Management (ITSM) solutions, including Freshservice and Device42. This partnership underscores a shared commitment to serving the mid-market —an often overcharged and underserved segment in the ITSM landscape.
'Our collaboration with Unisys is driven by a shared view that the market needs a fresh approach to IT services. Together we aim to disrupt the status quo with easy to use and deploy software that gives IT, operations, and business teams the ability to deliver exceptional experiences — without complexity,' said Laura Padilla, Senior Vice President of Global Channels and Partners at Freshworks .'The deep expertise and global reach of Unisys make the company the perfect partner to help us rapidly expand into both the mid-size and large enterprise markets.'
As the first large-scale Managed Service Provider (MSP) in the Freshworks ecosystem, Unisys introduces a powerful new channel for Freshworks. A global company supporting clients in more than 120 countries, Unisys serves a diverse range of industries, including Commercial, Financial Service and Public Sectors.
Unisys already secured a win with a U.S. midsized industrial company, which selected Freshservice over its previous ITSM provider and successfully went live in under 12 weeks. The ease of use, fast deployment, and quick time-to-value of Freshservice highlight the practical benefits of Freshworks' approach while further enriching and strengthening the robust portfolio of Unisys in enterprise service management.
'We are thrilled to partner with Freshworks to deliver innovative solutions to mid-market and large enterprise companies. This collaboration leverages our global workforce of IT professionals and our vast expertise in ITSM and field services,' said Patrycja Sobera, Senior Vice President and General Manager of Digital Workplace Solutions business unit at Unisys. 'Together, we are well-positioned to drive significant value for our clients, enhancing their operations and delivering exceptional service experiences.'
Freshworks' expanding partner ecosystem — which includes over 500 active partners — continues to grow with this strategic collaboration. With the global workforce of IT professionals at Unisys and the company's expertise in ITSM and field services, the partnership positions Freshworks for accelerated growth while reinforcing its mission to make ITSM accessible to midmarket businesses worldwide. 0 0
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Tahawul Tech
19-05-2025
- Tahawul Tech
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'We now have the capability of building agents that actually do something that can affect something on the background, but there's got to be a way to control that. However, the challenge at the moment is the fact that nobody has built agent detection technology. It's not like you can scan an enterprise in the same way you can scan networks, so what we wanted to do was build a Control Tower that will allow people to not just manage ServiceNow agents, but manage other agents, whether it be on Copilot, or Salesforce, but we were asking ourselves how are we going to do this because we can't detect them. We actually use the concept of putting them in the CMDB, and we treat the agent as an asset. Essentially, what that means is any agent that's written on any platform is seen as an asset and what allows us to do better understand the relationship between the assets. We'll see the links that exists between agents and similar to how you can manage the lifecycle of an asset, then you can manage the lifecycle of an agent,' said Wright. Agentic AI is only as effective as the data you feed it, and in 2024, 60% of AI projects were abandoned due to incomplete data, so the governance around the data is going to be a tough nut to crack, and Wright has advocated for companies to have a Chief Data Officer. 'I think if your going AI-first, and that's going to be your strategy long-term then I do think you need a Chief Data Officer, but it's always hard to say that implicitly because you'll always find someone who has done it without a Chief Data Officer. It also comes down to the size of the organisation too, if you have a huge company with a lot of data then you're going to need to be more cognizant about all of that. The big challenge is the fact that people have different perceptions about data. I used to get people come up to me all the time and say our system is going to be amazing because we've got 10 years worth of data, and I'd go that's great, but has anything changed in the last 10 years, and they'd go yeah loads of stuff has changed, and then I'm like well that's sort of useless. Because take for example, let's say you have a process in place for opening a new job rank, and you've got 10 years of data and you have changed that process three months ago, then 97% of the time it's going to recommend the old process because that's where all the data is. The interesting thing about AI is if you said how do I open a new job rank then most likely it'll give you the old way of doing it, but if you change the question and asked what's the most recent way of opening a job rank, it'll give you the right way, so you need to provide the right prompt,' said Wright. Wright highlighted that another major challenge businesses have is cleansing their data in order to ensure that they are using the right data when building their datasets. 'When we first deployed artificial intelligence from a machine learning perspective, I had a customer come up to me and say we deployed your predictive capability categorisation and it is not good. He said that 51% of the time it's right, but 49% of the time it is wrong. We then looked at the data they were using to build the dataset, and the data was wrong 49% of the time. You need the right data to get the outcomes you want, AI is not magic, it's maths. You need to feed it the right things in order to get the outcomes that you want. It's similar to companies who say they are going to implement AI to filter resumes when they come into the company to make sure we get the right keywords, so you feed and input the data from your whole company, and all the AI does is determine that 45% of the company is comprised of middle-aged white men, so it focuses on middle-aged white men. Businesses have to determine the outcome they want and establish the ideal profile of what they are looking for and make sure they are using that type of data. There are five, or six different dimensions when you're thinking about data, but at the end of the day, it's all about the quality of that data, and you need to make sure you're using the right data in your datasets,' said Wright. The conversation then pivoted towards cybersecurity. Cisco's Jeetu Patel recently said that AI is the biggest challenge the security industry has ever faced, and Wright believes that the industry is lagging behind. 'I do think the industry is playing catch-up when it comes to cybersecurity. However, I think there's got to be a point in the future where people need to have the capabilities to not only identify agents, but identify what those agents are doing. At the minute, you could identify an agent, but to actually know what that agent is doing then the industry needs to define some kind of protocol. We are getting agent-to-agent connectivity on one level, but it's almost like thinking of it as an IP stack, so there needs to be connectivity on all these different levels, so not just can I invoke you and get a response, but actually find out what are you doing, what's your security protocol, where are you allowed access? I don't think anyone has come up with it yet, but it's almost like a missed standard that has to be applied to AI, and there has to be some form of security standard when it comes to AI. A lot of companies are looking at it and thinking is this something that needs to be solved locally within their domain, or is it something that needs to be solved at an industry level, and I believe it needs to be solved as an industry standard,' said Wright. Wright concluded the conversation by highlighting the work he does in his role as the Head of the ServiceNow Innovation Office. 'Innovation for me, it's not a person, in fact it's not even a team, but historically, it was. I've been at the company for 14 years, so when I joined there was only 300 people, so you were doing multiple jobs. There was a point where I was managing mergers and acquisitions, product management and pricing to name just a few roles, but as the company got bigger we were able to break those roles up. What the real function of this team now is it's closer to futurism than innovation. 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Martechvibe
12-05-2025
- Martechvibe
Zoom and ServiceNow Announce Integration for Enhanced Customer Service
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Its omnichannel reporting and analytics suite for marketing enables organisations to streamline their customer journeys. VISIT WEBSITE is a global conversational AI technology provider optimised for operational efficiency at scale. It offers self-learning AI capabilities that emphasise Natural Language Understanding (NLU) along with intent suggestions. VISIT WEBSITE Avaamo is an all-in-one conversational AI platform for enterprises offering a suite of industry-specific skills developed to automate and resolve common use cases. It offers Outreach, which enables marketers to educate and engage with customers across existing touchpoints through proactive and personalised communication. VISIT WEBSITE Amazon Lex offers fully managed conversational AI interfaces with advanced natural language models to design, build, test, and deploy conversational interfaces in applications. It enables sales and marketing teams to automate user tasks in their applications like the CRM and across any digital channel. VISIT WEBSITE Zendesk is an AI-powered customer feedback software provider, offering customer satisfaction (CSAT) software to businesses across multiple industries. Its marketplace offers 1600+ apps and integrations, enabling marketers to create a complete customer feedback system. VISIT WEBSITE UserVoice provides product feedback management software for SaaS businesses. Its UserVoice Validation tool delivers actionable user insights to inform roadmap strategy. From testing ideas to ensuring satisfaction with released features, it helps research and marketing teams gather quick user feedback throughout the entire product lifecycle. VISIT WEBSITE Twilio provides integrated Mindful Feedback functionality within its Flex offering, enabling marketers to automatically take action based on real-time customer feedback. It automatically collects customer feedback after Flex interactions by capturing feedback over post-call voice IVR, outbound voice IVR, conversational SMS, Web SMS, email, and web surveys. VISIT WEBSITE Trustpilot offers ML and AI-powered feedback management tools, helping marketers build trust and loyalty through customer reviews. Its AI-driven Review Insights tool enables marketers to identify growth areas from negative feedback, whereas its Image Generator tool lets them enhance social media engagement. VISIT WEBSITE Survey Monkey is a global online survey and forms tech stack provider, offering AI-fueled market research solutions to businesses. Its enterprise feedback management program provides 250+ templates with the capabilities of customisation, allowing organisations to build tailored survey forms. VISIT WEBSITE Sprinklr is a unified customer experience platform (CXM), offering AI-powered feedback management capabilities with its flagship product: Sprinklr Surveys. It integrates solicited customer feedback with unified-CXM data, enabling brands to derive meaningful, actionable insights. Utilising its genAI-powered survey builder, marketers can create conversational surveys to streamline their NPS strategies. VISIT WEBSITE Salesforce is a comprehensive customer-oriented technology provider offering a feedback management suite. Salesforce's survey responses help marketers create personalised surveys based on their existing customers' data. Some of the supported applications of its feedback management platform are genAI-powered survey form development and sentiment-insights-based survey collections. VISIT WEBSITE QuestionPro is an online feedback software provider, offering ready-made survey templates to businesses across 40+ countries. Leveraging the capabilities of its customer satisfaction templates, advertisers and marketers can create and gather tailored questions. VISIT WEBSITE Qualtrics is an all-in-one customer experience solution provider, offering website & app feedback tools for organisations to collect customer feedback efficiently. Its digital experience analytics capabilities combined with DXA integrations, bring together verbal and behavioural data for in-depth analysis of user feedback. VISIT WEBSITE HubSpot is a one-stop marketing platform, providing customer feedback software under its Service Hub offerings. Its pre-built APIs include net promote score (NPS), customer effort score (CES), and customer satisfaction (CSAT) surveys, allowing marketers to strengthen their customer loyalty strategy. VISIT WEBSITE Medallia is a comprehensive platform, enabling marketers to capture feedback from all customer touch points. Some of its popular feedback management software capabilities include Sense360 for analysing consumer spending, Medallia Video to automatically extract meaningful insights from customer's feedbacks and Agile Research for creating branded surveys in real-time. VISIT WEBSITE Zeotap lets brands integrate, unify, segment and orchestrate customer data, fostering a cookieless future. It offers a 'Non-Customer Entity Data' feature that helps marketers to integrate both customer and non-customer entity data. VISIT WEBSITE Twilio provides, Twilio Segment, an AI-powered CDP, enabling marketers to streamline their personalised customer engagement journeys. It brings together clean, consented customer data for real-time insights with 450+ pre-built connectors. VISIT WEBSITE Syntasa provides data-ready CDP capabilities, equipping marketers with essential tools to prepare their customer data. It offers real-time sentiment analytics capabilities, helping enterprises derive behavioural insights from unified user profiles to foster hyper-personalised experiences. VISIT WEBSITE SAP is a company-wide customer data management platform, helping marketers improve engagement, conversion, and retention. It offers a genAI-powered data model, enabling enterprises to unify their B2B and B2C customers' profiles to reach their personalisation goals. VISIT WEBSITE Oracle is a global database management company, providing CDP solutions, under its flagship product: Oracle Unity. Its AI-powered models enable marketers to create hyper-personsalised campaigns with predictive insights by streamlining real-time customer data from heterogeneous sources. VISIT WEBSITE Growthloop is a composable CDP platform, allowing marketing and sales team to action their data at scale. It offers GrowthLoop Audience Builder, enabling marketers to initiate their lead generation functions. VISIT WEBSITE Adobe Experience Cloud offers a real-time CDP, letting users create high-value audience segments for B2C and B2B use cases across their marketing funnel. It follows a cookieless marketing approach to automatically unify customer data across various online and offline channels in real-time. VISIT WEBSITE ActionIQ is a composable CDP platform that offers audience segmentation, acquisition marketing, and Customer 360 capabilities. It integrates analytical tools, enabling marketers to collect and analyse their first-party customer data at scale. VISIT WEBSITE Zoho CRM leverages automation and comprehensive analytics to empower any sales team, fostering stronger customer loyalty. Ideal for both small businesses and enterprises, this software enables enhanced productivity and tailored solutions through predictive intelligence. VISIT WEBSITE Zendesk offers Zendesk Sell, an easy-to-deploy CRM platform that is simple to deploy and navigate, catering to businesses of any scale. Its mobile-friendly Sell app has the functionalities of geolocation, helping sales and marketing teams. Offering an all-in-one CRM platform, organisations can implement use cases like prospecting, engagement, lead generation and communication capabilities. VISIT WEBSITE SugarCRM is a global CRM software provider, helping marketing, sales, and service teams improve efficiency through automation, data, and intelligence in near real-time. It offers Sugar Market, an all-in-one marketing automation platform that helps marketers to automate their campaign with higher ROI. VISIT WEBSITE Salesforce is a one-stop sales and support CRM software that regularly updates customer records, tracks emails and calls, and creates organised support processes for quicker customer responses. Its simple and scalable infrastructure is ideal for businesses of all sizes. VISIT WEBSITE Pipedrive stands out with its emphasis on automation, tailorability, and seamless integration. Purposefully built to enhance the efficiency and productivity of sales professionals, this CRM solution has an intuitive setup and robust capabilities. It facilitates lead generation, comprehensive sales analytics, and seamless business expansion. VISIT WEBSITE Oracle NetSuite CRM, a component of Oracle's business software suite, is for all midsize and booming businesses that want a comprehensive, integrated CRM solution with ERP capabilities. Using it, customers and partners can directly interact with the platform, freeing the additional work load for their sales team. VISIT WEBSITE Microsoft Dynamics 365 Sales represents a robust cloud-based CRM solution brimming with features such as pipeline assessment, relationship analytics, and conversational intelligence. It utilises AI-powered insights to provide actionable intelligence via predictive analytics, lead scoring and sentiment analysis. VISIT WEBSITE Less Annoying is a CRM software that utilises a straightforward search feature within its contact management system, making it easy to track contacts. It is ideal for small-sized businesses and offers a highly intuitive and user-friendly interface. VISIT WEBSITE Insightly offers CRM software solutions for enterprises looking to understand their audience data across various marketing functions. It integrates seamlessly with third-party apps, streamlining workflow automation, including bulk emailing and report generation. VISIT WEBSITE HubSpot's sleek dashboard with consolidated CRM tools simplify complex customer data, further transforming it into meaningful insights. Complementing typical CRM functionalities, HubSpot provides tailored options, including conversation intelligence and email monitoring. VISIT WEBSITE Apptivo delivers adaptable and web-based CRM solutions, enabling marketing and sales teams to streamline all customer service requirements across various devices and browsers. Despite its focused feature set, it encompasses over 65 interconnected applications alongside a robust sales pipeline management tool, ensuring efficient tracking of potential leads without any downtime. VISIT WEBSITE Sitecore offers composable cloud solutions with its flagship products, Sitecore Experience Platform(XP) and Sitecore Experience Manager (XM). They help marketers to overcome scalability challenges. Some of its features include intuitive visual editing, headless delivery, marketing automation, scalable personalisation, data and machine learning capabilities. VISIT WEBSITE Salesforce Experience Cloud is a platform that helps enterprises link clients, partners, and employees to securely exchange information and documents. Built on its Customer 360 platform, Salesforce's DXP ensures seamless integration with any solution in the Salesforce ecosystem. VISIT WEBSITE Oracle Cloud offers a comprehensive suite of platform-based marketing automation solutions for personalised B2B and B2C automation campaigns. Some of its featured products are Eloqua Marketing Automation, CrowdTwist Loyalty and Engagement, and Unity Customer Data Platform. VISIT WEBSITE Optimizely is a digital experience platform (DXP) provider that offers Optimizely One, an easy-to-use and fully integrated suite. It provides a single, unified workflow with thoughtfully embedded AI and machine-learning algorithms, accelerating work across the entire marketing lifecycle. VISIT WEBSITE OpenText offers a cloud-native, scalable platform for enterprises to streamline their marketing functions. It provides fully composable content management, digital asset management, creative workflows, personalisation, targeting and customer data technologies in one place, ensuring a holistic approach to B2B, B2E and B2C experiences. VISIT WEBSITE Neptune DXP is a PaaS(Platform-as-a-Service) provider, helping marketing teams build custom apps based on modular, reusable application building blocks. The company offers flexible environments to businesses across different verticals, further providing personalised digital solutions at scale. VISIT WEBSITE Magnolia is a composable DXP that comes with no-code connector packs and low-code micro-frameworks for third-party integrations. It also offers an open-source version alongside its commercial plans enabling enterprises to build tailored use cases. VISIT WEBSITE Liferay DXP helps marketers deliver personalised and connected digital experiences across a broad range of channels, including customer portals, websites, intranets, mobile apps, and connected devices. It offers intuitive CMS, user analytics, and site management tools that businesses need to launch, test and optimise digital experiences for faster go-to-market. VISIT WEBSITE Powered by IBM Consulting, IBM iX offers a composable DXP, providing a comprehensive solution to make enterprises' systems future-ready. Utilising its data-driven insights and intelligent workflows, marketers can design and deliver human-centred experiences across the customer lifecycle. VISIT WEBSITE HCL Digital Experience (DX), forms part of a wider HCL Customer Experience (CX) product portfolio, offering core capabilities such as content management, DAM, CDP called Signals, and low-code application development. It provides services in government, life sciences, insurance, financial services, and other verticals. VISIT WEBSITE Contentstack is a headless CMS and Composable Digital Experience Platform (DXP) solution provider that helps marketers gain a competitive edge. It recently launched into Google Cloud Marketplace, and is also available on Microsoft Azure and AWS. It seamlessly enables mid-market brands to adopt its omnichannel campaign engine to drive higher conversions and sales. VISIT WEBSITE Bloomreach Commerce Experience Cloud provides businesses an edge with its modular capabilities: Content Management System (CMS), Discovery features for search and merchandising optimisation, and Engagement tools such as Customer Data Platforms (CDP) for personalisation and analytics. VISIT WEBSITE Adobe Experience Cloud offers a comprehensive set of services specifically designed to address the day-to-day requirements for personalised customer experience at scale. Its platform helps manage different digital content and assets to improve customer satisfaction. Some of its products include Adobe Gen Studio, Experience Manager Sites, Real-time CDP, and Marketo Engage. VISIT WEBSITE Acquia offers DXP solutions, comprising of two main elements: Acquia Drupal Cloud and Acquia Marketing Cloud. It can be accessed in both platform-as-a-service (PaaS) and software-as-a-service (SaaS) with additional components such as Site Factory for multisite management, digital asset management (DAM), CDP, personalisation, and Campaign Studio. VISIT WEBSITE
Channel Post MEA
08-04-2025
- Channel Post MEA
Riverbed Expands AIOps Tools
Riverbed has announced a major expansion of the Riverbed Platform—delivering a bold set of AI-powered observability solutions that bring together Riverbed Generative, Predictive and Agentic AI, along with innovative data observability modules for unified communications applications, network packets and Intel Thunderbolt and Wi-Fi connected devices. 'Customers want to consolidate observability tools, deploy AI that delivers ROI, and feed their enterprise data repositories,' said Dave Donatelli, CEO of Riverbed. 'That's exactly what Riverbed delivers—and our customers rewarded Riverbed with 102% observability bookings growth in Q1 2025. Our platform enables Riverbed to deliver rapid innovation, as showcased in today's broad slate of new announcements.' Expanded AI Capabilities with Riverbed Generative, Predictive and Agentic AI Riverbed customers are running over 64 million Riverbed AI remediations annually and seeing impressive ROI. At the core of today's announcement is Riverbed's expanded AI capabilities that make it easier to manage AIOps and go from reactive to predictive IT operations. Riverbed IQ Assist , revolutionizes AIOps with Generative AI that delivers instant, context-rich insights—with no long chatbot threads or tedious prompts required. IQ Assist surfaces root cause graphically and suggests remediations, empowering IT teams with real answers, right when they need them. IQ Assist integrates with ITSM platforms like ServiceNow, and supports an expanding library of GenAI use cases—or customers can build their own. , revolutionizes AIOps with Generative AI that delivers instant, context-rich insights—with no long chatbot threads or tedious prompts required. IQ Assist surfaces root cause graphically and suggests remediations, empowering IT teams with real answers, right when they need them. IQ Assist integrates with ITSM platforms like ServiceNow, and supports an expanding library of GenAI use cases—or customers can build their own. Riverbed Predictive AI , seamlessly integrated into Riverbed IQ Ops, harnesses real-time and historical telemetry to spot trouble before it strikes. From detecting resource strain to flagging latency spikes, it acts as an early warning system—empowering IT to prevent disruptions, cut costs, and deliver a smoother, more reliable digital experience. , seamlessly integrated into Riverbed IQ Ops, harnesses real-time and historical telemetry to spot trouble before it strikes. From detecting resource strain to flagging latency spikes, it acts as an early warning system—empowering IT to prevent disruptions, cut costs, and deliver a smoother, more reliable digital experience. Riverbed Agentic AI puts powerful, customizable automation in the hands of IT—no coding required. Fueled by the Riverbed Data Store, this breakthrough solution lets teams drag-and-drop intelligent, task-specific AI agents into workflows they control. Orchestrated through Riverbed IQ Ops, Agentic AI seamlessly blends human oversight with machine efficiency. 'We're excited about Riverbed's continued investment in AIOps for Observability, and new innovations and AI capabilities that are now available on the Riverbed Platform,' says Zeno Tadjine, ICT support officer at The Princess Alexandra Hospital NHS Trust. 'We recently started using Riverbed's generative AI solution IQ Assist at the service desk level for troubleshooting, and it's a great tool to have. IQ Assist serves up insights and recommendations that enables us to resolve issues faster, optimize more workflows and automate AI remediations. In partnership with Riverbed, The Princess Alexandra Hospital NHS Trust is leveraging AIOps to improve IT Service Desk efficiency and clinician productivity, which results in additional time and resources we can allocate towards delivering even better patient care. Riverbed's IQ Assist will definitely help us enhance user satisfaction.' New Data Collection Modules to Eliminate IT Visibility Blind Spots Technology-driven blind spots remain one of the biggest challenges facing enterprise IT. Riverbed is closing those gaps with the launch of three powerful new data collection modules—now available through the Riverbed Unified Agent—providing IT teams with deeper visibility, actionable insights, and the ability to proactively resolve issues before they disrupt the business. Unified Communications (UC) Module —with video calls accounting for nearly 30% of employee time, UC performance has never been more critical. Yet, UC-related issues remain a leading source of help desk tickets. The Riverbed UC Module delivers real-time analytics and visibility into platforms like Microsoft Teams, Zoom, and WebEx. When paired with Riverbed IQ Ops, IT teams can shift from reactive to predictive—solving UC issues before they impact user experience. —with video calls accounting for nearly 30% of employee time, UC performance has never been more critical. Yet, UC-related issues remain a leading source of help desk tickets. The Riverbed UC Module delivers real-time analytics and visibility into platforms like Microsoft Teams, Zoom, and WebEx. When paired with Riverbed IQ Ops, IT teams can shift from reactive to predictive—solving UC issues before they impact user experience. NPM+ Packet Capture Module brings advanced network diagnostics to the endpoint, supporting packet capture on Windows, macOS, and Linux systems—even for data outside the corporate network. As the only packet capture solution designed for Zero Trust environments, the solution seamlessly integrates with IQ Ops to automate troubleshooting and remediation. brings advanced network diagnostics to the endpoint, supporting packet capture on Windows, macOS, and Linux systems—even for data outside the corporate network. As the only packet capture solution designed for Zero Trust environments, the solution seamlessly integrates with IQ Ops to automate troubleshooting and remediation. Aternity for Intel® Thunderbolt and Wi-Fi, an industry first, includes Aternity's digital experience analytics and is powered by the Intel® Connectivity Analytics SDK that provides below-the-OS telemetry for devices with Intel Thunderbolt and Wi-Fi technologies. Enterprises can now gain visibility across the entire Intel connected ecosystem—including peripherals, docks, and monitors—to ensure seamless end-user experiences. Riverbed is also unveiling enhancements for Aternity, to support cloud-native environments and virtual desktop infrastructures. Kubernetes Operator automates observability for cloud microservices applications, accelerating deployment by up to 300% while freeing IT teams to focus on performance optimization and system reliability. Aternity VDI Intelligence provides expanded support and insights for virtual environments including real-time and multi-session VDI visibility, improving the user experience and enabling proactive optimization. The VDI observability solution includes expanded platform integration including with Citrix, IGEL, ChromeOS, VMware, Omnissa, and Azure Virtual Desktop. Smart OTelTM: Precision Observability to Support Enterprise Data and AI Needs Today's announcements follow the release of Riverbed Smart OTelTM, an innovate new approach to OpenTelemetry that helps IT teams better support enterprise data and AI projects. While other OTel enabled products dump massive streams of raw telemetry that's hard to manage, Smart OTel leverages the Riverbed Data Store platform-wide collection to surface the precise data required, and exports that data to any standard OTel collector. Smart OTel also allows customers to convert third-party data into OTel compliant insights, and leverages Riverbed AI automations to further process the data prior to exporting, adding even more precision filtering, all as part of Riverbed IQ Ops. Riverbed Platform Architecture Provides Unique Value to Enterprise Customers Launched in 2024, the Riverbed Platform delivers a powerful alternative to fragmented point tools by unifying observability across enterprise IT into an open AI-powered architecture. It provides full-stack, full-fidelity visibility across every layer of the digital enterprise—including applications, networks, endpoint devices, digital employee experience (DEX), public cloud, zero trust, and mobile environments—far beyond the narrow scope of typical monitoring solutions. At the core of the platform is the patented Riverbed Data Store, designed to intelligently collect, correlate, and surface only the most relevant data. This precision not only reduces noise but also integrates with third-party tools to deliver a holistic view across complex ecosystems. Powering this intelligence is Riverbed IQ Ops which applies advanced AI—including Generative, Predictive, Agentic, and Causal capabilities—to automate tasks, accelerate resolution, and prevent issues before they impact users. Complementing this is Riverbed's innovative Smart OTel approach, which enhances OpenTelemetry by exporting only high-value, targeted data streams—enabling enterprise-grade observability data to fuel critical projects. 'Organizations today require AI-powered observability solutions that deliver full-fidelity data and streamline the process to extract valuable insights,' said Bob Laliberte, Principal Analyst at theCUBE Research. 'With this launch, Riverbed demonstrates its ability to execute, rapidly developing and integrating comprehensive AI observability technologies into its innovative and open platform. The Riverbed Platform is well-suited to enable enterprises to consolidate IT tools, manage complex IT environments, drive significant ROI and improve business outcomes.' 0 0
