If you’re managing IT for an enterprise, you already know the problem. Your employees work in dozens of SaaS applications you don’t control. When something breaks, your support team is stuck asking what happened and hoping users can explain it accurately through screenshots, multiple back-and-forth conversations, or remote troubleshooting sessions where IT has to take control of the employee’s laptop just to recreate the issue. Aternity Replay by Riverbed changes that in a way that actually makes sense for how companies work today.
The problem: SaaS applications are black boxes
Ten years ago, most business critical applications ran on your servers. If something went wrong, your team could investigate. Today, your sales team works in Salesforce, your support center runs on a cloud contact center platform, and your entire workforce depends on Microsoft 365.
When an issue happens in these environments, traditional monitoring tools hit a wall. They can tell you network latency or server response times but they can’t show you what actually happened on the employee’s screen. Was it a slow page load? A button didn’t work? An error message that appeared and disappeared?
Without a proper tool, IT teams can’t reproduce the problems which elongates the Mean Time to Resolution (MTTR). An angry employee will not give you proper answers and you are under a strict time constraint the moment the ticket arrives because that employee’s productivity depends on how fast you can fix the problem.
How Aternity Replay works
Aternity Replay solves this by capturing user interactions inside the browser. The platform is deployed within enterprise-managed browsers on employee endpoints and captures interactions within approved web sessions. This means it works with browser-accessed SaaS applications such as Salesforce, ServiceNow, Microsoft 365 web, and internal web portals, without requiring any changes to those applications or cooperation from the SaaS vendor.
The important distinction is that Aternity Replay works at the browser level, not inside individual applications, and applies to applications accessed through supported enterprise-managed web browsers.
Most traditional session replay solutions require changes inside the application itself, such as adding code, installing Software Development Kit (SDKs), or injecting JavaScript. This approach can work for applications you build and control, but it becomes impractical for the SaaS platforms enterprises rely on every day.
When an employee uses a supported web application in the browser, the solution captures activity at the Document Object Model (DOM) level, which represents the underlying structure of the web page. It records user interactions such as clicks, navigation, and form inputs, as well as how the application responds. IT teams can then replay the session to reconstruct the user’s experience in the browser session.
Importantly, this reconstruction is based on DOM interaction data rather than screen recording or video capture, enabling session visibility without capturing pixel-level screen content.
Why this approach actually scales
The browser-based method is the only approach that delivers consistent coverage across the SaaS applications enterprises actually use. A couple reasons why this matters.
Universal coverage for browser accessed application
Because capture happens in the browser itself, Aternity Replay works with any web application accessed through supported enterprise managed browsers. You don’t need to instrument individual SaaS applications or negotiate with vendors. You configure which URLs to monitor through policy settings and replay coverage applies to those browser sessions immediately. It is important to note that desktop applications such as Outlook, Excel, or PowerPoint running outside the browser are not captured.
Fast deployment through endpoint management
Aternity Replay is deployed through your existing endpoint management infrastructure. The browser extensions are installed on managed endpoints. URL policies are configured in the Aternity console and coverage goes live. No development cycles. No application downtime. No vendor coordination.
Consistent visibility across your web-based environment
Instead of having replay capability on applications you own which we can be honest about in the year 2026, very few, Aternity Replay gives you the visibility on the tools your employees actually use within your defined scope. One deployment model, one management interface, consistent coverage for web sessions.
Privacy and security by design
Many screen recording tools capture full screen video which include sensitive data such as customer data, payment information, health records, and anything else the employee sees during the session. As a result, accessing those recordings requires extensive approval workflow. This simply expose more people to sensitive data and increase organizational risk.
Aternity Replay eliminates this exposure through its DOM-based reconstruction method. Instead of recording screen video, it captuers the structural elements and interaction events from web pages. When IT reviews a replay session for trouble shooting, they see:
• Page layout and UI elements
• User actions (clicks, navigation, scrolling)
• Application responses and state changes
• Error messages and browser console information
What they don’t see:
• Actual text entered in form fields
• Payment card numbers
• Social security numbers or personal identifiers
• Any other sensitive data users type or view
This design makes replay data fundamentally safer to work with. IT teams can diagnose browser-based application issues without exposure to regulated data. For compliance heavy industries such as financial services, healthcare, and insurance, this separation between troubleshooting visibility and data exposure is critical.
Access to replay sessions is role-based and controlled through the Aternity platform. Only authorized users with appropriate permissions can view replay data, and URL capture policies determine which applications are recorded in the first place.
Beyond browser replay: full endpoint context
Aternity Replay doesn’t operate in isolation. It’s integrated into the Aternity platform which means every browser session replay includes correlated endpoint telemetry from the same device at the same time.
When you review a browser session where an employee reported issues with Salesforce, you’ll see the endpoint conditions that may have affected that experience on top of what happened in the web application:
• Device performance metrics (CPU and memory utilization on the endpoint during the browser sessions)
• Network conditions (latency, packet loss, connection quality)
• Competing applications (other processes running on the endpoint that may have consumed resources)
• Device health indicators (disk space, background updates, or hardware issues)
This correlation matters because browser-based application issues rarely have a single cause. A web application might appear slow because of network congestion, high CPU usage from another process, insufficient memory on the device or the actual application backend problems. Without endpoint visibility, IT teams are guessing which factor to investigate. The root cause is surface faster with correlated telemetry.
This is where Aternity Replay differs from APM-based replay tools focused primarily on application performance. Those tools correlate browser activity with backend traces and server metrics which helps application teams understand server side behavior. However, they miss the endpoint factors that IT operations teams need to understand the complete employee experience in browser based applications.
Real operational impact for IT teams
Aternity Replay in practice changes how IT teams troubleshoot browser-based application issues. Instead of asking employees to describe what happened in their browser and hoping they remember which buttons they clicked, what error messages appeared, and how the page behaved, support teams can pull up the browser session replay and simply see the interaction directly.
When a support ticket arrives about a problem in let’s say Salesforce, IT can:
• Pull up the user’s browser sessions in that application
• Replay the specific session where the issue occurred
• See the exact sequence of user actions and application responses in the browser
• Review correlated endpoint telemetry to identify contributing factors
• Diagnose the root cause without remote desktop access or trying to reproduce the problem
This reduces Mean Time to Resolution significantly. Issues that previously required multiple back and forth exchanges with angry users or waiting for the problem to occur again can now be diagnosed immediately from browser session replay data.
It also improves help desk efficiency. When a user contacts support about a browser-based application, the help desk can review recent sessions from that user in the relevant application and often identify the problem before the user finishes explaining it. This creates a better support experience for employees and makes IT teams more effective.
Beyond individual troubleshooting, replay data enables operational insights at scale:
• Analyze browser session recordings across user populations to identify systemic issues in web applications
• Detect repeated errors or problematic workflows in SaaS platforms
• Understand how employees actually use browser-based applications versus how IT assumes they’re being used
• Identify configuration issues or application changes that affect groups of users
• Apply AI-powered analysis to session data to surface patterns and recurring problems
For organizations where employees spend most of their workday in browser-accessed SaaS applications, this visibility becomes fundamental to maintaining operational performance.
Why this matters for enterprise IT operations
For organizations where employees work primarily in browser-accessed applications, Aternity Replay addresses the fundamental gap in IT visibility. At amasol, we help enterprises implement observability solutions that work with how businesses actually operate in 2026. Aternity Replay represents a practical evolution in digital experience monitoring for browser-based SaaS environments and we’re working with clients to deploy it where it delivers the most operational value.
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