When an employee contacts the service desk with an issue, “My app froze,” “The page wouldn’t load,” “Everything just stopped working”, the support team’s first task isn’t solving the problem. It’s trying to piece together what actually happened.
And that’s the real issue.
Despite years of investment in monitoring and observability tools, most IT teams still lack visibility into the actual user experience. Traditional tools track metrics, not moments. They miss the nuance of behavior, the timing of a misclick, or the interplay between application, browser, and device.
IT is left relying on vague descriptions, screenshots, or time-consuming attempts to reproduce the problem, often with limited success. It’s inefficient, frustrating for users, and a major driver of escalations and longer MTTR.
In today’s digital-first workplace, where seamless experiences are critical to productivity, service quality, and business continuity, this visibility gap is no longer acceptable. IT teams need more than dashboards and alerts, they need clarity, context, and the ability to see exactly what happened.
The Missing Link: Experience Replays with Full Context
That’s where Aternity Replay comes in. It bridges the gap between metrics and user moments by capturing every interaction, retroactively and with deep device context. Support teams can visually replay web sessions across any application, paired with insights like CPU usage, memory pressure, and Wi-Fi health. No reproduction. No guesswork. Just clarity.
With this level of session data visibility, IT can resolve issues faster and reduce escalations. It’s more than troubleshooting—it’s strategic experience management.
Reduce MTTR and Escalations with Greater Confidence
Support teams, especially L1 and L2 agents, need speed and certainty when resolving issues. With Aternity Replay, they gain instant access to visual session playback enriched with device-level telemetry. Instead of relying on user recollections or manually retracing steps, agents can see exactly what occurred in real time. This eliminates guesswork, reduces back-and-forth, and enables faster, more accurate resolutions. The result: lower mean time to resolution (MTTR), fewer escalations, and dramatically better support experience for both IT and end users.
Why This Matters for Your Industry
In industries like healthcare, retail, finance, and government, where downtime impacts patient care, customer satisfaction, or mission-critical operations, fast and accurate support is essential. Aternity Replay gives IT teams the insight they need to resolve issues efficiently, reducing digital friction, improving service quality, and maintaining continuity across complex environments.
Digital Experience Isn’t Just About Performance, It’s About the User Experience
Traditional metrics don’t always tell the full story. A system may appear “healthy” on paper, yet users are still frustrated, and work has slowed down. Aternity Replay bridges that gap by revealing what users actually experienced, click by click, screen by screen, alongside the technical context behind it.
This empowers IT to go beyond reactive troubleshooting and start proactively improving digital experiences. It’s not just about uptime and performance, it’s about making sure users can work efficiently, without disruption or delay.
Ready to Stop Guessing and Start Resolving?
Schedule a demo to see how Aternity Replay empowers IT to elevate support, improve experience, and reduce digital friction across the enterprise.