SuccessKPI, a leader in Generative AI-powered Workforce Engagement Management (WEM), has introduced its Last-Mile Connectivity solution — a major leap toward eliminating the hidden performance issues that undermine contact center efficiency.

As hybrid and remote work continue to define modern customer service operations, the ability to monitor and optimize agent performance across devices and networks has become critical. SuccessKPI’s latest offering directly addresses that challenge, providing real-time visibility into the agent’s desktop, network, headset, and call environment — ensuring a seamless, high-quality experience for both agents and customers.

Tackling the Last-Mile Challenge

“Every customer call depends on what happens at the edge — the agent's network, device, and environment,” said Dave Rennyson, CEO of SuccessKPI. “With our Last-Mile Connectivity solution, operators can uncover the true cause of performance issues, act before customers are impacted, and prevent future disruptions.”

The solution leverages AI-driven analytics to identify and resolve network bottlenecks before they disrupt live calls. Using SuccessKPI’s Playbook Builder™, contact center leaders can set automated responses based on multiple real-time conditions — from packet loss and CPU usage to headset type and browser performance. These insights enable proactive troubleshooting and improve operational resilience.

Unified View for Seamless CX

By consolidating agent performance data into a single dashboard, SuccessKPI empowers managers to maintain continuous oversight and automate corrective actions. Among the solution’s standout capabilities are:

• Real-time streaming of desktop metrics (CPU, memory, OS, and browser).

• Network and device analytics covering Wi-Fi strength, packet loss, headset quality, and audio levels.

• Agent-experience monitoring, including feedback, routing profiles, and queue details.

• Actionable insights and automation, reducing mean-time-to-resolution and improving uptime.

This holistic visibility transforms how contact centers handle performance management, giving operators an accurate, data-rich view of every factor affecting customer interactions.

AI at the Core of Modern CX Operations

SuccessKPI’s Last-Mile Connectivity solution arrives at a pivotal time for contact centers adapting to distributed workforce models. With more agents working remotely, edge-related performance issues have become harder to diagnose — often leading to dropped calls, lagging systems, and frustrated customers.

By combining Generative AI intelligence with end-to-end network transparency, SuccessKPI delivers a proactive layer of control previously missing in the contact center ecosystem. The result: faster problem resolution, empowered agents, and elevated customer experiences.

As Rennyson emphasized, “That level of clarity and action is critical for modern CX operations.”

With its latest launch, SuccessKPI reinforces its position as a trailblazer in AI-driven contact center optimization, giving enterprises the tools to redefine performance standards in an era where every second — and every connection — matters.

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