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TruExperience

Elevate Your Contact Center Performance, Starting Today.

XTIUM’s TruExperience™ solution delivers outstanding performance through Digital Experience Monitoring 

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TruExperience augments and strengthens the XTIUM Contact Center solution by providing you with true observability into every agent’s digital experience. When you can see what your agents are actually experiencing across networks, applications, devices, VDI, VPN, and voice, you can eliminate impairment, improve handle time, and protect CSAT. 

Challenges in Today’s Contact Center

Modern contact centers operate in fragmented, hybrid environments where even small technology issues can derail customer interactions. Leaders need clear visibility into what their agents are truly experiencing so they can eliminate impairment, protect CX, and control operational risk.

Agent Impairment

Technology delays, device issues, connectivity gaps, and slow applications prevent agents from delivering a positive CX.

Lack of Transparency

Limited visibility into each agent’s real IT experience, especially hybrid and remote workers.

Siloed Monitoring Tools

Tools that lack business context and workforce-specific insights.

Delayed Understanding

Slow “time-to-know,” causing long remediation cycles and rising operational costs.

Inconstant Review

Inability to ensure compliance, governance, and performance across diverse agent environments.

How TruExperience Meets Those Challenges

TruExperience closes the visibility gap by revealing exactly what’s impacting each agent’s ability to deliver great service. With real-time scoring, root-cause insight, and actionable observability, it empowers IT and operations teams to fix issues fast and keep customer experience consistently strong.

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Identifies and resolves agent impairment before it impacts customer interactions or KPIs.
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Gives contact center leaders clear insight into performance, productivity, risk, and business impact.
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Identifies and resolves agent impairment before it impacts customer interactions or KPIs.

TruExperience resolves issues that might impact agent impairment.

What is our current global status?
What is happening in each region?
Who is impacted? SPs? Clients? BUs?
How many are impacted? Where?
Where is the issue / event occurring?
Was an incident reported? Ticket?
Are technologies / providers impacted?
Can we capture shareable evidence?
Are there any clear correlations or common impacts that we are seeing?
Where did the event start? When?
Was the event fully resolved? When?

Ready to Transform Your Contact Center Experience?

XTIUM’s experts are here to help you remove blind spots, eliminate agent impairment, and elevate every customer interaction. 

Competitive Differentiators

Not all observability platforms are built for the unique demands of contact centers. TruExperience stands apart by focusing on workforce experience, rapid deployment, and deep business context that translates directly into better CX and stronger operational performance.

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Designed specifically for workforce and agent experience, not just networks or applications.
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True end-to-end visibility, including last-mile performance, device health, and user context.
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Unique impairment detection, which prevents CX breakdowns before they occur.
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Fast deployment with lightweight collectors and no complex re-architecture.
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Integrated business context, enabling smarter WFM, SLAs, reporting, and IT decision-making.

How Does TruExperience Work?

TruExperience is engineered for fast, low-friction deployment, dropping seamlessly into your existing contact center and IT environment. Once active, it continuously collects and analyzes real experience data from every agent to deliver real-time visibility, scoring, and root-cause insight without disrupting operations.

Lightweight collectors installed on agent devices gather real-time experience data (web, voice, VDI, VPN, system health).
Zero-touch APIs pull in customer context, workforce management data, and operational inputs without disruption.
Fast onboarding: Deployable through standard tools (Intune, SCCM, Endpoint Manager) or manual install for BYOD.
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 Global Enterprise View 
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 Operational Triage View 
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 Agent Detail View, by Shift Schedule 

A Partner That Elevates Your Entire Contact Center Ecosystem

XTIUM brings together TruExperience, CCaaS, Managed Network Services, and expert Professional Services and Field Services delivery to create a fully integrated support model. With deep contact center expertise and a proven track record of improving agent performance and CX, we help you unlock the full value of Digital Experience Monitoring.

Fully Connected Ecosystem

XTIUM unifies TruExperience with CCaaS, Managed Network Services, and Enterprise Service Desk operations, creating a fully connected service ecosystem.

Extensive Experience

Deep Contact Center expertise plus specialized activation, onboarding, with Professional Services and Field Services delivery.

 👉 Proven to improve agent productivity, customer satisfaction, and operational reliability at scale.

Technical Operations Outcomes

  • Zero-touch measurement and automated visibility across every agent’s device, session, and workflow.
  • Rapid identification and remediation of productivity, performance, and availability issues.
  • Unified observability for hybrid, remote, and global workforces, down to the individual user. 

Business Operations Outcomes

  • At-a-glance understanding of workforce digital experience and its business impact.
  • Better compliance reporting, governance visibility, and operational control.
  • Improved customer experience through consistent agent readiness and lower impairment rates

 What Is the TruExperience Score and Why It Matters 

The TruExperience Score gives you an objective, real-time measure of every agent or customer’s actual digital experience. By translating complex performance signals into a single, actionable metric, it helps IT and operations teams prioritize issues, prevent impairment, and protect customer satisfaction.

  • A proprietary score that objectively measures and baselines the quality of each agent or customer’s digital experience in real time.
  • Derived from infrastructure performance, SLOs, business context, and industry benchmarks.
  • Enables fast triage, trend analysis, and strategic decision-making by linking agent experience to customer outcomes.
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Measurable Impact and ROI

TruExperience drives measurable improvements across agent productivity, customer experience, and operational efficiency. By eliminating impairment and accelerating issue resolution, organizations realize significant cost savings and faster performance gains, often achieving ROI within the first year.

Demonstrable Value

Operational efficiency, workforce productivity, governance and compliance

Cost Per Contact

Reduced by 16-20%.

Average Handle Time

Decreased by 10-20% through faster remediation

First-Call Resolution

Improved by 20%, driving better customer outcomes.

Return on Investment

Achieved within a year, with long-term benefits.

CSAT and NPS Scores

Improved through seamless agent-customer interactions.

Ready to Transform Your Contact Center Experience?

XTIUM’s experts are here to help you remove blind spots, eliminate agent impairment, and elevate every customer interaction. Choose the path that fits your goals: 

Talk to a Contact Center Technology Expert
Get guidance tailored to your environment and challenges.

Request a Free TruExperience Demo
See real-time agent observability and scoring in action.

Schedule an Experience Assessment
Understand your current-state performance and identify your biggest CX improvement opportunities.

Industry-recognized and certified to support your IT needs

Trusted by 1,700+ mid-size and enterprise companies, we operate as an extension of your team—solving problems with urgency and accountability so you can focus on strategy, not firefighting. We are not just another MSP. We're your force multiplier that bring proven frameworks and real-world experience to help you secure, scale and streamline operations with fewer resources. Stop juggling vendors. Stop fighting uphill battles. Work with an IT partner who gets IT.