Palo Alto Networks ADEM Adds Browser-Based Call Monitoring

What happened

Palo Alto Networks has extended its Autonomous Digital Experience Management (ADEM) capability to cover browser-based voice and video calling, according to the company. The update broadens ADEM's existing digital experience monitoring — previously focused on network and application performance — to include real-time collaboration sessions conducted through the browser, such as calls made via web-based conferencing tools.

ADEM is part of Palo Alto Networks' SASE (secure access service edge) portfolio, designed to give IT teams visibility into how applications and services actually perform for end users, rather than relying solely on network-level telemetry. By adding browser-based calling to its monitoring scope, the platform aims to help IT and network operations teams detect and diagnose quality issues — such as call drops, latency or poor audio/video quality — in the collaboration tools employees increasingly use for daily work.

Why it matters

As voice and video calling has shifted from dedicated desktop applications to browser-based delivery, a growing share of collaboration traffic has moved outside the visibility of traditional network monitoring tools. Extending ADEM into this space reflects a broader shift in digital experience management: monitoring is being pushed closer to the actual moment of interaction, rather than inferred from underlying infrastructure metrics.

For IT and digital workplace leaders, this kind of capability matters because browser-based calling failures are highly visible to employees and, in many cases, to customers on the other end of a call. Faster detection and diagnosis of quality issues in these sessions can reduce the time IT spends firefighting after complaints arrive, and can support more proactive management of the tools that underpin hybrid and remote work.

The Renascence take

Extending monitoring to browser-based calls is a technical update, but it points to a wider truth in experience management: the tools organisations use to run their business are increasingly also the tools through which employees and customers experience quality — or the lack of it.

Most organisations still treat collaboration tools as IT infrastructure rather than as a live experience surface, which means degraded call quality is usually discovered by the people on the call, not by the systems meant to catch it. The real opportunity here isn't just faster fault detection — it's connecting that telemetry to how it affects real conversations, whether that's an internal meeting or a customer-facing call. Operators serious about experience should treat voice and video quality as a measurable service-level commitment, not an afterthought bolted onto network monitoring.