Question: I'm looking for a technology that provides real-time performance data to help care agents resolve customer issues quickly and efficiently.

Operata offers an observability platform designed for cloud contact centers. It offers real-time visibility into performance, including AI-driven insights and automation tools to help spot and fix technical and operational problems. Operata integrates with many CCaaS, WEM, QM, CX and CRM systems, using information from more than 1 trillion data points collected from millions of customer interactions to improve customer satisfaction and lower issue resolution time.

SamKnows offers a collection of internet performance monitoring tools that could be very helpful to care agents. Its services include FaultFinder for automatically finding network outages, RealSpeed for measuring in-home Wi-Fi performance, ConnectedHome for tracking broadband connections over time, and ConstantCare for offering real-time performance data to help agents quickly answer customer questions. That can help improve internet performance and quality of experience, leading to higher customer satisfaction and support.

ClearView is another good option, offering real-time dashboards to track agent productivity and performance. With features like customizable dashboards, real-time and historical data blending, and gamification tools, ClearView helps contact centers optimize agent behavior, improve operational efficiency and deliver a better customer experience. The platform collects data from multiple sources so you can create custom metrics and track agent development.