Monday, December 22, 2025
SuccessKPI, a leading provider of Generative AI-powered Workforce Engagement Management (WEM) solutions, has unveiled its new Last-Mile Connectivity solution, designed to enhance agent performance and customer experience through real-time monitoring of both network and agent environments. This latest innovation ensures that contact centers deliver uninterrupted service quality — even in hybrid work and work-from-anywhere models.
As distributed contact centers become the industry norm, SuccessKPI aims to eliminate the “blind spots” that typically degrade call quality and user experience. The solution offers comprehensive visibility into critical factors such as the agent’s desktop, headset, browser, and network to pinpoint and resolve performance issues before they impact customers.
Dave Rennyson, CEO of SuccessKPI, stated:
“Every customer call depends on what happens at the edge — the agent's network, device, settings and surrounding environment. 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 for modern CX operations.”
The Last-Mile Connectivity solution leverages AI automation and advanced analytics to deliver end-to-end visibility. Using SuccessKPI’s Playbook Builder™, operators can set automated actions based on real-time conditions, combining multiple parameters such as packet loss, device processing power, location, and browser type. This enables them to detect and fix potential disruptions instantly.
With built-in AI-powered insights, managers can streamline troubleshooting, automate resolutions, and maintain consistent, high-quality customer experience (CX) across every channel. The system also supports proactive agent assist functions, helping supervisors monitor live performance metrics and improve operational efficiency.Real-Time Insights for Modern Contact Centers
The new solution provides live data streams on desktop metrics (CPU, memory, OS, and browser), softphone performance, headset model, Wi-Fi signal, and network connectivity. It also includes real-time agent feedback, routing profiles, and queue details to identify problem areas quickly.
By integrating these insights into one unified view, SuccessKPI empowers organizations to enhance contact center efficiency, reduce downtime, and drive overall operational excellence. The unified dashboard gives CX leaders a clear snapshot of network and agent conditions, supporting smarter and faster decision-making.
As contact centers increasingly move to distributed and hybrid work models, the challenge of ensuring seamless connectivity grows. SuccessKPI’s Last-Mile Connectivity solution directly addresses these challenges by providing the visibility and control organizations need to deliver exceptional service quality and prevent customer dissatisfaction before it occurs.
Through AI automation and intelligent data analytics, SuccessKPI continues to advance CX innovation, helping enterprises optimize agent productivity while ensuring customers experience smooth, disruption-free interactions every time.
To join our expert panel discussions, reach out to info@intentamplify.com
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