AgentNTA

AgentNTA provides continuous network metadata for contact centers running on AWS EC2, delivering an independent and objective view of CC operations. Because every interaction between agents, customers, omnichannel platforms, routing services, and CRM systems ultimately traverses the network, network traffic becomes a reliable reflection of business activity. By collecting and analyzing this traffic around the clock, AgentNTA enables organizations to strengthen quality assurance efforts through independent validation of omnichannel connectivity, agent workload telemetry, business peak-hour patterns, customer IP addresses and phone numbers, routing performance, and CRM synchronization with customer interactions.

Built for high-performance environments, AgentNTA delivers comprehensive observability without requiring extensive infrastructure. The platform can track up to one million concurrent IP sessions while processing network traffic at multi-gigabit speeds, providing complete visibility into contact center operations. This unfiltered network perspective helps organizations rapidly identify network degradation, endpoint anomalies, and service disruptions that impact customer experience. By providing unbiased network metadata, AgentNTA also improves collaboration between contact center teams and technology vendors, reducing the time required to diagnose and resolve intermittent issues such as poor voice quality, unresponsive CRM applications, routing failures, and inaccurate agent states.

AgentNTA transforms raw network activity into actionable business intelligence. The solution exports easy-to-read metadata files containing up to 30 days of operational history, including timestamps, IP and SIP connection endpoints, WebRTC and VoIP quality metrics, domain names, caller information, and other network telemetry. Because the data is structured and human-readable, it can be readily consumed by GenAI tools to generate dashboards, reports, and operational insights within minutes. Organizations can further integrate these insights with agentic AI workflows to automate quality assurance, accelerate incident response, improve operational agility, and strengthen collaboration across contact center teams and service providers.