Case Study: a large US call center service provider improves agent productivity with Lakeside Software's Digital Experience Cloud

Large US call center service provider improves agent productivity and increases billable hours by utilizing Lakeside’s help desk diagnostics

A large US call center service provider was facing significant challenges in monitoring the performance of its global agents' desktops, leading to lost billable revenue. With over 40,000 agents, they lacked visibility into system boot times, could not validate agent reports of hour-long logins, and had no common tool to monitor both their physical and virtual desktop environments. This resulted in unproductive agents and an inability to diagnose the root causes of performance issues.

Lakeside Software implemented its Digital Experience Cloud, powered by SysTrack, to provide comprehensive diagnostics and monitoring. The solution allowed the client to accurately measure login times, identify and remediate issues like rogue CPU-heavy applications and oversized user profiles, and proactively manage system health. As a result, Lakeside helped the provider dramatically improve agent productivity, increase billable hours, and reduce help desk tickets by providing the data needed to validate claims and fix problems efficiently.