Latest news with #TeamViewerIntelligence
Techday NZ
03-07-2025
- Business
- Techday NZ
TeamViewer launches AI-powered tools to boost IT support speed
TeamViewer has introduced TeamViewer Intelligence, a suite of AI-powered features aimed at improving IT support workflows with real-time automation, actionable insights, and in-session assistance. The latest offering in the portfolio, TeamViewer CoPilot, works alongside established capabilities like Session Insights and Analytics, providing IT professionals with tools to reduce manual intervention, resolve support issues more quickly, and manage helpdesk activities more efficiently. This is designed for a broad range of operational environments, including service desks and distributed IT endpoints. Mei Dent, Chief Product & Technology Officer at TeamViewer, said, "With TeamViewer Intelligence, we're embedding AI directly into support workflows, so teams don't need to switch tools or break focus to get help. Whether it's resolving a ticket or managing large-scale IT environments, we're enabling faster decisions and more scalable operations through intelligent assistance." TeamViewer CoPilot serves as a contextual AI assistant integrated within remote support sessions. IT support agents are able to communicate with CoPilot through real-time chat, allowing access to device data and diagnostics, the generation of resolution workflows, as well as automation of routine duties, such as opening Task Manager or pulling system logs. The feature is crafted to streamline the troubleshooting process, particularly in environments with a high volume of service requests, turning repetitive tasks into swift, scalable operations. Session Insights & Analytics is intended to give IT leaders an aggregated, comprehensive view of their support operations. It combines automated documentation with actionable intelligence, automatically summarising each support session – including smart tags and detailed, step-by-step records of issue resolution. This allows for quicker knowledge transfer between support staff, simplified review processes, and more consistent team-wide knowledge sharing. Built-in dashboards provide clear metrics, covering factors such as issue types, resolution times, support session volume, and workload distribution. The goal is to give IT managers visibility that enables identification of recurring issues, improvement of service delivery quality, and optimisation of team performance over time. "With TeamViewer Intelligence, we're embedding AI directly into support workflows, so teams don't need to switch tools or break focus to get help," said Mei Dent, Chief Product & Technology Officer at TeamViewer. "Whether it's resolving a ticket or managing large-scale IT environments, we're enabling faster decisions and more scalable operations through intelligent assistance." TeamViewer Intelligence features are available as add-ons for customers using TeamViewer's Corporate and Tensor licences. These tools are supported in TeamViewer's latest user interface, ensuring seamless integration with existing workflows. Broader applications Beyond core IT support functions, TeamViewer is also expanding its use of AI into field operations. The Assist AR platform, designed for service technicians and deskless employees, includes an AI-powered session summary feature for remote video assistance calls. This tool automatically transcribes and records major outcomes from assistance sessions, helping field teams document their work efficiently and maintain compliance requirements, all without slowing down their operational pace. TeamViewer's broader strategy reflects continuing demand for enhanced digital workplace solutions as organisations face global trends such as skilled labour shortages, increased hybrid work, faster data analysis needs, and the adoption of emerging technologies. The company reports that its offerings assist organisations by boosting productivity, reducing machine downtime, accelerating onboarding of new staff, and improving both customer and employee satisfaction. Headquartered in Göppingen, Germany, TeamViewer employs more than 1,800 people worldwide. In 2024, the company reported revenue of approximately EUR €671 million. TeamViewer serves over 660,000 customers globally, spanning small businesses through to major enterprises, supporting both office-based and frontline staff.
Techday NZ
19-05-2025
- Business
- Techday NZ
TeamViewer One unifies IT management for hybrid work era
TeamViewer has launched TeamViewer One, a digital workplace platform that unifies real-time device monitoring, intelligent automation, secure remote access, and contextual diagnostics under a single solution. TeamViewer One is designed for organisations seeking to simplify IT management amid the rise of hybrid work and increasing digital complexity. The platform integrates several capabilities previously offered as separate products, aiming to address concerns about operational inefficiencies and growing IT tool sprawl in businesses of all sizes. The platform encompasses TeamViewer RMM for proactive remote monitoring and device management, TeamViewer Intelligence featuring AI-powered support tools, TeamViewer Remote Connectivity for secure access and control, and TeamViewer DEX, aimed at enhancing the digital employee experience with real-time endpoint visibility and performance analysis. The release of TeamViewer One is partially motivated by a recent CIO survey highlighting that 95% of IT executives intend to consolidate vendors in the coming year, with 80% seeking to reduce the number of point solutions in use. This reflects an industry trend towards adopting unified platforms to improve performance, security, and operational efficiency. Mark Banfield, Chief Commercial Officer at TeamViewer, addressed the evolving nature of the workplace and the challenges faced by IT teams. "The digital workplace is no longer a future vision, it's the reality of how every business operates today. Almost all workplaces are digital nowadays, and companies need to support their employees whether they work in an office, at home, on the shop floor, or out in the field." "As the number of tools and technologies has exploded, so has the complexity for IT teams and end-users. With TeamViewer ONE, we're helping customers cut through that complexity with a unified platform that meets their needs today and evolves with them tomorrow—whether they're just starting out or managing thousands of endpoints globally." Each component of TeamViewer One addresses a facet of IT operations. TeamViewer RMM offers device health monitoring, endpoint security, mobile device management, and automated patching to support compliance and reduce operational disruptions. TeamViewer Intelligence uses AI features, including CoPilot, for live diagnostics and context-sensitive troubleshooting, and Session Insights for generating structured IT performance reports. Remote Connectivity provides industry-recognised secure remote access for distributed workforces. DEX (Digital Employee Experience) delivers real-time monitoring of endpoint health and employee-impacting issues to inform IT actions aimed at productivity and engagement. Mei Dent, Chief Product and Technology Officer at TeamViewer, commented on the significance of unified IT solutions. "Companies today can't afford to fly blind when it comes to employee experience and IT health. With rising pressure to consolidate fragmented tech stacks, strengthen security, and meet evolving compliance standards, TeamViewer ONE brings intelligence, automation, and visibility into a single platform, enabling IT teams to replace siloed tools with a seamless, AI-powered experience." "This frees IT teams from repetitive tasks and manual troubleshooting, allowing them to focus on higher-impact initiatives that drive real value for the business." TeamViewer One is offered in tailored Business and Enterprise packages, with all features provided under a single agent licence. The consolidated nature of the solution is aimed at supporting the demands of modern hybrid workforces, whether organisations are managing conventional IT endpoints, operational technology devices, or both across different work environments. TeamViewer, headquartered in Göppingen, Germany and employing more than 1,800 people globally, reported revenue of EUR €671 million in 2024. The company provides workplace platforms for more than 660,000 customers across various industries, supporting both desk-based and frontline employees in their digital workplace initiatives.
