Visit Website

SuccessKPI is a cloud-native workforce engagement management (WEM) platform that acts as a performance platform for agentic and human CX.  SuccessKPI helps organizations deliver a better customer experience, save money and reduce risk, improving how contact centers utilize artificial intelligence and data automation to improve business outcomes and transform customer experiences.

WEM Solutions:

One platform, one interface, one data layer, one AI engine.  Rather than

  • Contact Center Analytics: Full business intelligence reporting to unify CX & EX data across every channel and tool into a single, secure foundation. Measure and improve your customer experience with BI for contact centers.
  • Speech and Text Analytics: Surface real-time insights, anomalies, and signals from every customer interaction with AI-powered speech, text and sentiment analysis.
  • AI Agent Analysis: Within your hybrid workforce, we are the best solution to understand if your AI agents are working as you need. We provide increased data and validation across humans and agentics.
  • Real-Time Agent & Supervisor Assist: Deliver next-best actions and guidance to agents, and empower supervisors with powerful real-time capabilities.
  • Quality Management: Manual and AI auto QA/QM. Rather than monitoring a sample of 1-5% of calls, SuccessKPI allows you to monitor 100% of customer contacts allowing companies to catch problems, identify upsell opportunities, and reduce agent churn.
  • Workforce Management (WFM): Forecast interactions, automatically generate schedules, and gain the ability to monitor in real-time, intra-day giving insight to everyone from the agent to the supervisor.
  • Workflows & Operations: Bring powerful AI to life in the most flexible and robust action platform available for contact centers. Put insights to action instantly and achieve better outcomes.
  • Agent Observability: Detect, act, and automate resolution of last-mile connectivity issues before they escalate. Keep a pulse on tech problems that plague remote agents such as desktop, network, and headset issues that create bad CX from what should have been successful interactions.
  • AI for WEM:  A governed AI suite of contact center tools allowing you to understand why things happen, not just what happened. Then automatically create functions in the platform to improve things. Deep Prompts can analyze any (or every) conversation.

SuccessKPI is trusted as a top WEM vendor by some of the world’s largest government, BPO, financial, healthcare, and technology contact centers in the United States, Europe, and Latin America. With over 180 integrations and recognition as a leader in Frost & Sullivan’s WEM Frost Radar™ and CRM Magazine’s Industry Leader Awards, SuccessKPI continues to set the standard for AI-driven contact center optimization solutions.