Case Study: Leading Software and Services Company Improves Agent Productivity with callstats.io

Leading Software and Services Firm Improves Agent Productivity with callstats.io

Leading Software and Services Company, a global firm with more than 10,000 contact center agents, adopted WebRTC as it moved from on-premise infrastructure to a cloud-based contact center. However, the company lacked visibility into session quality and had trouble identifying issues such as one-way audio, missed calls, microphone misconfigurations, and variable network performance for work-from-home agents. Callstats.io helped address these challenges with its Monitoring and Analytics solution.

Callstats.io provided real-time monitoring of WebRTC sessions, tracking media quality, network performance, and errors while using AI to detect trends and alert the IT team. The company used callstats.io’s Objective Quality metric and post-call agent feedback to pinpoint problems, speed up diagnosis, and share reports with service providers. As a result, Leading Software and Services Company improved agent productivity and satisfaction, reduced IT response times, and resolved outages and network issues more quickly and effectively.