SuccessKPI, a leading provider of Generative AI-powered Workforce Engagement Management (WEM) solutions, announced the launch of its Last-Mile Connectivity solution, purpose-built to monitor and optimize agent and network performance. The new offering ensures uninterrupted customer service delivery by giving contact center leaders complete visibility into the “last mile” of agent connectivity.
As hybrid and work-from-anywhere models continue to redefine the modern contact center, SuccessKPI’s solution delivers end-to-end insights into the agent desktop, network, headset, and call environment. This comprehensive visibility helps organizations eliminate blind spots that can impact customer experience and service quality.
Using SuccessKPI’s Playbook Builder™, operators can define conditions and automate next-best actions powered by AI-driven insights to improve agent performance and compliance. The platform lets teams link different metrics. These include packet loss, processing power, location, and browser type. This way, they can fix edge-related issues before they impact live interactions. The result is a consistent, high-quality experience for both agents and customers.
“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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Key Capabilities of the Last-Mile Connectivity Solution
SuccessKPI’s new solution provides an integrated view of agent performance, device health, and network reliability, enabling proactive troubleshooting and automation. Core capabilities include:
Real-time event streaming of agent desktop metrics, including CPU, memory, operating system, browser, softphone logs, and call performance data.
Network and device analytics, covering Wi-Fi signal strength, packet loss, headset brand/model, audio levels, and split-tunnel connectivity.
Live agent experience metrics, capturing feedback, reported issues, routing profiles, and queue details.
Gain actionable insights and automate processes. This boosts visibility, speeds up issue resolution, and cuts down mean-time-to-resolution (MTTR).
SuccessKPI brings together these data points into one dashboard. This helps organizations boost last-mile performance. It’s an area often ignored in contact center operations. The solution does more than find and fix issues. It helps managers automate workflows. This boosts agent productivity and improves the customer experience overall.