The 1E Tachyon single agent and platform is a remote endpoint management solution designed to significantly improve IT’s ability to support the Work From Anywhere Enterprise. It provides endpoint diagnostics and remediation, end-user experience management and monitoring, and service delivery for ServiceNow ITSM.
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Glassbox
Score 9.6 out of 10
Enterprise companies (1,001+ employees)
Glassbox helps organizations make their customer’s digital experience intuitive and safe. It does this by capturing activity on mobile apps and websites and visualizing a holistic journey map. Using embedded AI Glassbox points to where CX is being compromised, the reasons behind it, and their potential value and empowers users to take action in real-time.
When we are needing to patch workstations for zero-day vulnerabilities or security risks, Tachyon Explorer is our go-to tool to push out those settings quickly. We have a Tachyon server stood up in our DMZ to communicate with the workstations outside of our VPN, so we can push those settings or patches to devices without needing them to attach to our network. It's really nice to be able to communicate with the computers that rarely connect to our corporate network and ensure that they are still protected. We do have the 1E Client installed on all of our internal servers in order to get inventory and licensing information, but we don't typically utilize the Tachyon software on the servers for much else. A different team handles those computers and often requires change management, so expedited changes don't happen often there. Standard deployment and patching tools do the job.
I’ve found that Glassbox is particularly well-suited during marketing campaigns, because you can export and analyze data in real-time, track the campaign’s effectiveness, and gain immediate insight into how customers are interacting with your website. With these insights, we’re able to tweak campaigns on the fly to increase engagement and conversion rates. Similarly, since Glassbox allows us to monitor customer interactions in real-time, we gain immediate feedback on how our users are engaging with a new digital feature on our platform, for example. We can then quickly identify any usability issues or friction points, make adjustments in real-time to improve the user experience, and maximize the success of the new feature.
They currently don't have all of their products incorporated into the Tachyon web interface, meaning that we need a separate administration console for using their Shopping product.
The 1E Tachyon Exchange is an online repository for common or useful instructions, but it is still a bit lacking. New instructions aren't published very often.
Writing your own custom instructions for Tachyon Explorer has a bit of a learning curve if you aren't already familiar with SQL queries or their SCALE language. There is published documentation for SCALE, but I'd like to see them add a basic functionality course to their online training portal.
It's a pretty powerful platform, and my sense is that most users don't utilize it to its fullest potential. Glassbox could help by offering a more comprehensive onboarding program (maybe even customized training sessions or live workshops tailored to the needs and use cases of FSIs)
1E Tachyon has plenty of features and functionality right out of the box. They offer a Tachyon Exchange web portal where you can go to download new Tachyon product packs as they become available through consulting engagements and customer requests. Sometimes you might need to do something more specific or customized than what is available to everyone, and that's when your own knowledge is put to the test. Being able to write your own SCALE code would be invaluable, but takes a while to learn if you aren't already familiar with SQL, PowerShell, or a few other popular languages. Making it your own can definitely take some work, but it's worth it in the end.
Glassbox is very easy to use, and with the AI features which it has inside, it has been very easy for us to not only find the relevant sessions but also summarize them and interact with the summary - so we now have all types of people in our org who use Glassbox - including those who are purely non-tech. Also, I must give a huge shoutout to our customer support team who have been instrumental in helping us get value from Glassbox
Microsoft has good intentions, but they are often late to the table. On more than one occasion, we have seen Microsoft incorporate a new feature into their own products, but it's something that 1E had already been offering for a year or more. By the time Microsoft adds a new feature, it has already been in our 1E toolbox and even then doesn't seem to have all of the additional functionality that we get from the 1E software. Currently, we're starting to see Microsoft's push for endpoint performance analytics, which 1E Tachyon has already done impressively for some time now.
Glassbox is a customer experience management platform that provides various tools to help organizations understand and improve the customer journey. There may be other products that offer similar capabilities, such as FullStory, UserTesting, and Clicktale. These products may provide similar features, such as session replay, advanced analytics, and integration with other tools. It is important for organizations to carefully evaluate the specific needs and goals of their business and choose a product that aligns with those objectives.
Being able to deploy configuration changes while devices are off-network was a real-life-saver for us during the sudden work-from-home scenarios we faced during the pandemic.
Reclaiming unused software licenses has provided some additional budget to use towards other products, and helps us to justify the cost of what we already have.
Using Experience to proactively troubleshoot performance issues not only reduces the number of help desk tickets but also provides a better work environment for our employees.
Glassbox has really taken us to the next level in terms of customer sentiment analysis and informed decision-making. We're capturing 100% of customer sessions, and with Glassbox we're able to address hidden issues and make decisions that enhance the experience of our entire customer base, as opposed to just a select few. Our strategic decisions are now based on accurate, comprehensive data, and we're seeing the fruits of this. Our customers are more engaged (and more loyal), our conversion rates are climbing, and our business is growing.
