SuccessKPI

What SuccessKPI does

SuccessKPI is a revolutionary on-demand insight and action platform that leverages artificial intelligence and automation to unify data from the multi-channel customer experience journey. It integrates seamlessly with popular CCaaS solutions and provides tools for contact center analytics, workforce management (WFM), quality management (QM), speech & text analytics, and agent assist. The platform aims to remove obstacles for agents, managers, and executives in delivering exceptional customer service by providing real-time insights, automating actions, and improving agent performance and compliance.

Products

• Playbook Builder™A patented platform that brings powerful AI to life in a flexible and robust action platform for contact centers, enabling instant insights to action.
• BI & AnalyticsA plan that brings all contact center data sources together for sharpened insights, including a BI Platform, Data Connectors, Data Discovery, Historical Reports, and Realtime Reports.
• Speech & Text + QMA plan for deep understanding of contact center activities, including Playbook Builder™, Quality Monitoring, and Speech & Text Analytics.
• PowerA plan offering analytics plus quality management tools for a comprehensive closed loop from insight to action.
• EmpowerA plan providing a comprehensive closed loop from insight to action, plus real-time guidance and automation, including Agent Assist, Agent Level Access, GenAI Package, and Task Automation.

Key capabilities

• AI-Powered Workforce Engagement Platform
• Unify CX & EX data across every channel and tool
• GenAI powered speech, text, and sentiment analysis
• Real-time insights, anomalies, and signals from customer interactions
• Next-best actions and guidance for agents
• Real-time capabilities for supervisors
• AI-powered evaluations and scoring for quality management
• Interaction forecasting
• Automatic schedule generation
• Real-time monitoring for WFM
• Patented Playbook Builder™
• Cloud-based redundancy
• Automated PII redactions
• Role-based access and role-level data segregations
• Transcription accuracy
• Omnichannel visibility
• Natural language processing engines (100+ languages)
• Custom reports with dashboard visualizations and data blending
• Report subscriptions
• Real-time coaching and guidance
• 100% call scoring with ML-powered automated quality monitoring

Use cases

• Improve hybrid workforce performance (humans, AI agents, copilots, workflows)
• Measure and improve customer experience with business intelligence
• Surface real-time insights from customer interactions
• Deliver next-best actions and guidance to agents
• Empower supervisors with real-time capabilities
• Modernize quality management and mitigate compliance risks
• Forecast interactions and generate schedules
• Monitor workforce in real-time
• Automate actions based on insights
• Reduce operational costs and call times
• Unlock customer experience insights through sentiment analysis
• Optimize agent training
• Maximize security measures and monitor fraud detection
• Achieve compliant interactions
• Deliver on-demand availability across multiple channels
• Gain full journey visibility by unifying real-time and historical data
• Deepen customer insights through language processing
• Automate processes based on customer conversations
• Improve business outcomes through timely CX insights
• Streamline coaching and boost agent performance
• Revolutionize reporting and enable deep, actionable insights
• Monitor 100% of calls for quality and compliance
• Centralize reporting and integrate data sources

AI approach

SuccessKPI leverages artificial intelligence and automation to unify data from multi-channel customer experience journeys. Their platform uses GenAI-powered speech, text, and sentiment analysis to surface real-time insights and anomalies. They also utilize AI-powered evaluations and scoring for quality management and have a patented Playbook Builder™ that brings powerful AI to life in an action platform. They build their own models and also integrate with AWS AI platforms like Sagemaker for advanced machine learning capabilities and LLM models for context management.

Tech named: GenAI, machine learning, automation, natural language processing engines, AWS AI platform, Sagemaker, Tensorflow, LLM models

Industries served

• IT Services and IT Consulting
• Government
• BPO
• Financial
• Healthcare
• Technology
• Telecommunication
• Software
• Media
• Entertainment
• Insurance
• Collections agencies
• Financial management companies

What it says sets it apart

• Revolutionary on-demand insight and action platform
• Leverages artificial intelligence and automation to unify data
• Seamless integration with popular CCaaS solutions (Amazon, Genesys, Twilio, UJet, LiveVox, Talkdesk)
• Patented Playbook Builder™ for flexible and robust action
• Trusted by large government, BPO, financial, healthcare, and technology contact centers globally
• Reliable with 100% Uptime and cloud-based redundancy
• Compliant with PCI, SOC2, HIPAA, GDPR, FedRAMP, ISO 27001, CCPA, LGPD certifications
• Fast setup in minutes for immediate value
• Scalable for 100 to 10,000+ agents
• Automatic PII Redactions and built-in risk-mitigation features
• Dedicated Customer Success Manager and professional service team
• 3 tiers of technical support up to 24/7
• AI/ML engines for analyzing 100% of customer conversations
• Ability to build automated plays for critical actions
• First and only experience analytics and action platform
• Knocks down data silos
• Makes analytics easy and actionable
• Provides rapid access to accurate information
• Enables actions to make a difference between success or failure