AgentNTA-CC: Contact Center Agent & Network Observability

Contact center and business office operations run entirely over networks: agents, customers, call routing, and CRM systems all interact as network endpoints. AgentNTA-CC captures that traffic non-intrusively and turns it into an independent source of truth for operations, security, and workforce management teams.

Unlike self-reported tickets or agent-side software agents, AgentNTA-CC's metadata comes straight from the network layer, with no inference and no interpolation. It reflects exactly what happened, when, and how well.

• Quality Assurance & WFM: Correlate network traffic with agent workload, peak hours, call-routing efficiency, and CRM synchronization, so QA and WFM teams can validate performance against objective data instead of self-reported issues.
• Network Observability at Scale: Non-intrusively tracks up to 1M simultaneous IP sessions at 20 Gbps on lightweight 30W hardware, or 5 Gbps on a c5n.xlarge instance in AWS, giving full visibility without disrupting live traffic.
• AI-Ready Metadata: Delivers readable text-based network metadata (timestamp, IP address, phone number, voice quality, protocol, speed, bandwidth, domain, geolocation, and more) from up to 1,000 locations over a rolling 30-day window. Because the metadata is accessible in plain text, it's easy for AI tools to consume directly, turning raw network data into actionable insights or network anomaly detection in minutes, without complex parsing or integration work.
• Security & Anomaly Detection: Identifies malicious IPs using the open-source FireHOL threat list and supports full packet capture to Wireshark for deep-dive investigation.
• Endpoint Visualization: Multi-dimensional views of agent, customer, routing, and CRM endpoints, including geo-location, organization name, and most active endpoints by bandwidth and session count/duration.

Simple to deploy. AgentNTA-CC uses VXLAN to mirror traffic from agents or VMs to a single collection point in an AWS region close to your contact center. No hardware or software installation is required, and the native VXLAN setup can be done for both Linux desktop and Windows desktop in a few minutes. Works identically across AWS, Google Cloud, or any provider.

Independent and inexpensive. A minimal hardware/software footprint delivers rich, multi-dimensional metadata without proprietary agents or complex integrations, and caches up to 1,000 sites' worth of data for 30 days, eliminating the need for storage expansion.

Built for contact center operations, IT, and security leaders who need an objective, network-layer answer to: is my distributed workforce's network actually reliable enough for the tools, including AI copilots, we're asking agents to use?