SuccessKPI, a global leader in Generative AI-powered Workforce Engagement Management (WEM) solutions, has announced the launch of its new Last-Mile Connectivity solution. The platform is designed to give contact centers complete visibility into agent and network performance, ensuring consistent and uninterrupted customer experiences even in remote and hybrid work environments.
As hybrid and remote operations become increasingly common, many organizations struggle to monitor the full scope of connectivity issues that affect customer service quality. SuccessKPI’s Last-Mile Connectivity solution provides an in-depth view of every factor influencing an agent’s performance, from desktop activity and headset function to browser performance and network strength. By pinpointing the root causes of technical disruptions, it enables proactive intervention before they impact live customer interactions.
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The solution integrates seamlessly with SuccessKPI’s Playbook Builder™, allowing operators to create automated workflows and corrective actions powered by AI insights. Teams can configure specific conditions across multiple variables such as packet loss, CPU load, location, and browser type. These insights allow for immediate detection and resolution of issues that might otherwise go unnoticed until customers experience delays or disruptions.
“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 for modern CX operations.”
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By combining real-time data on desktop activity, call performance, and device analytics, the solution provides contact center leaders with an all-encompassing view of operations. It also captures key insights such as Wi-Fi signal strength, headset performance, and softphone logs to assess the overall health of the agent’s working environment. This data-driven transparency enhances the ability of supervisors to troubleshoot proactively, reduce downtime, and maintain optimal agent efficiency.
SuccessKPI’s Last-Mile Connectivity solution arrives at a critical time as more enterprises embrace distributed work models. With its ability to diagnose and automate resolutions for performance bottlenecks across remote setups, the platform positions itself as a vital tool for ensuring uninterrupted customer engagement and improving both agent satisfaction and customer trust.
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