SuccessKPI has launched its Last-Mile Connectivity solution, a significant addition to its AI-powered Workforce Engagement Management platform designed to ensure uninterrupted customer service in hybrid and remote contact centers. This new offering provides comprehensive, real-time visibility into the critical "last mile" of the customer experience—monitoring the agent's desktop, network, headset, and call environment to proactively identify and resolve issues before they impact live customer interactions.
Quick Intel
SuccessKPI launches a Last-Mile Connectivity solution for contact centers.
It provides real-time monitoring of agent devices, networks, and software.
The solution proactively detects issues like packet loss and low audio levels.
AI-powered playbooks automate troubleshooting and next best actions.
It addresses the unique challenges of hybrid and work-from-anywhere models.
The goal is to prevent customer experience degradation before it happens.
As work-from-anywhere models become standard, contact centers face new challenges in maintaining consistent service quality. Performance issues hidden in remote environments—such as poor Wi-Fi, device problems, or software conflicts—can severely degrade customer interactions without the operator's knowledge. SuccessKPI's solution brings these blind spots into focus by streaming real-time data on everything from CPU usage and browser type to Wi-Fi signal strength and headset audio levels, creating a unified view of the agent's entire operational environment.
The platform goes beyond simple monitoring by enabling proactive intervention. Using the Playbook Builder™, operators can set specific conditions based on connectivity metrics and automate precise next-best actions. For example, if the system detects high packet loss and low processing power on an agent's device, it can automatically trigger a troubleshooting workflow or reassign the agent before they take another call. This automation reduces mean-time-to-resolution and empowers managers to prevent disruptions rather than just react to them.
According to SuccessKPI's CEO, this level of granular control is essential for modern customer experience operations. "Every customer call depends on what happens at the edge — the agent's network, device, settings and surrounding environment," said Dave Rennyson, CEO of SuccessKPI. "With our Last-Mile Connectivity solution, contact center operators can now uncover the true cause of last-mile performance issues, act before customers are impacted, and prevent future disruptions. That level of clarity and action is critical."
The launch of the Last-Mile Connectivity solution equips contact centers with the tools needed to thrive in a distributed work model. By providing end-to-end visibility and AI-driven automation for the agent's edge environment, SuccessKPI enables organizations to deliver consistent, high-quality customer experiences, boost agent productivity, and strengthen a historically underserved dimension of contact center operations.
About SuccessKPI
SuccessKPI is a cloud-native, workforce engagement management (WEM) platform that is revolutionizing how contact centers can utilize artificial intelligence and data automation to improve business outcomes and transform customer experiences. SuccessKPI is trusted by some of the world's largest government, BPO, financial, healthcare, and technology contact centers in the United States, Europe, and Latin America. With over 180 integrations and recognition as a leader in Frost & Sullivan's 2024 WEM Frost Radar™ and CRM Magazine's 2024 Industry Leader Awards, SuccessKPI continues to set the standard for AI-driven contact center solutions.
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