SuccessKPI, a leading provider of Generative AI-powered Workforce Engagement Management (WEM) solutions, has announced the launch of its Last-Mile Connectivity solution, designed to provide end-to-end visibility into agent and network performance for uninterrupted customer service delivery. As hybrid and remote contact centers continue to expand, the new solution monitors critical performance factors-ranging from desktop and network health to headset and call environment-to eliminate blind spots that can impact customer experience. Using SuccessKPI’s Playbook Builder™, operators can set AI-driven conditions and automate next best actions based on metrics like packet loss, processing power, and browser type, ensuring proactive issue detection and resolution before live interactions are affected.
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“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.” By integrating real-time event streaming, network analytics, live agent feedback, and automation, the solution enhances visibility, reduces downtime, and improves both agent productivity and customer satisfaction—addressing one of the most overlooked challenges in modern CX operations.
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