TeamViewer Adds DEX Capabilities to Thrive’s MSP Platform

TeamViewer has announced a new partnership with Thrive that brings TeamViewer’s Digital Employee Experience (DEX) capabilities into Thrive’s NextGen managed services platform.

A proactive approach to addressing IT issues

Channel Insider spoke with Thrive CEO Bill McLaughlin, who said the new integration is designed to give customers clearer visibility amid increasingly complex IT environments and rising expectations for performance and reliability.

“The reality is that IT environments have become more complex, while expectations for reliability and performance have never been higher,” McLaughlin said.

“Our customers need better visibility into what’s happening across their endpoints and employee experience, without adding more tools or operational overhead,” he continued.

Built on ServiceNow, Thrive’s platform provides operational visibility to its users while reducing complexity across modern IT environments. 

With the introduction of TeamViewer DEX, they envision customers being better equipped to identify emerging issues and take action before problems impact end users.

The two companies emphasized that the partnership was also made to support a shift away from reactive, ticket-driven support by offering earlier detection and automated remediation where appropriate.

“Our teams worked closely together to connect a strong DEX offering with Thrive’s platform. The result is a more proactive approach to IT operations, where issues are surfaced earlier and resolved with greater precision,” said TeamViewer CEO Oliver Steil.

Deeper insights for regulated industries

When asked how the integration changes IT issue resolution, McLaughlin said it provides customers with deeper endpoint visibility and enables automation in ServiceNow, helping teams resolve many issues faster and more consistently.

He added that the DEX-enhanced Thrive platform is intended to improve performance and stability, positioning IT as a more strategic function rather than purely a cost center.

“Customers should see fewer avoidable support tickets, faster issue resolution, and improved overall service quality,” McLaughlin said. “Over time, that leads to more stable and efficient IT environments, greater consistency in employee experience, and better use of IT resources by focusing effort on higher-value initiatives.”

Finally, he noted that organizations with low tolerance for downtime stand to benefit most from the partnership, specifically pointing to finance, healthcare, legal, and professional services as industries that can gain renewed efficiency from DEX-driven managed services.

Last year, we spoke with Thrive CTO Michael Gray about the company’s AI Managed Services. Learn more about how Thrive is helping organizations identify practical AI use cases as enterprise AI adoption continues to grow.