SuccessKPI
SuccessKPI is the performance platform for human + agentic CX. It measures, manages, and governs the work of both human agents and AI agents in the contact center, holding both to the same standards. Because SuccessKPI is independent of the systems it measures, its scores do not come from the vendor that supplied the AI. What SuccessKPI does SuccessKPI unifies interaction data from CCaaS platforms, CRMs, and business systems into one analytics layer, then applies AI to every interaction instead of a sample. Capabilities include business intelligence and reporting, speech and text analytics, quality management with automated scoring, real-time assistance for agents and supervisors, workforce management, Playbook Builder for automated action, last-mile connectivity monitoring, and security and governance controls. Most quality programs evaluate 1% to 3% of interactions and report weeks later. SuccessKPI scores 100% of interactions, human and AI, against evaluation forms the customer defines. A human reviewer confirms, adjusts, or overrides every AI-assigned score, and the reasoning behind each score is visible. Who uses SuccessKPI Quality leaders, workforce managers, contact center operations executives, supervisors, analysts, and agents. Customers include Centene, DHL, Maximus, and USDA Rural Development. SuccessKPI is deployed in healthcare, mental health and crisis services, financial services, insurance, government, telecommunications, transportation, and BPO operations, and it scales from small teams to several thousand agents. What SuccessKPI connects to SuccessKPI works alongside existing contact center platforms rather than replacing them. Integrations include Genesys Cloud CX, Amazon Connect, and Cisco, along with CRM, workforce, and business systems. Data can be exported to customer-owned storage such as Amazon S3, and reports can be scheduled and delivered by email or triggered by conditions in the data. How SuccessKPI handles security and compliance The platform runs serverless-first on AWS, and customer data stays in the contracted deployment region, including a dedicated EU environment. SuccessKPI is FedRAMP authorized for US federal customers. Controls include 256-bit AES encryption at rest, TLS in transit, SSO and MFA, role-based access down to the data partition, and automated redaction for PCI and PII. The compliance program covers SOC 2, ISO 27001, ISO 42001, PCI DSS, HIPAA, and GDPR. What problems SuccessKPI solves Contact centers use SuccessKPI to lower cost to serve, to put evidence behind compliance on every interaction rather than a sample, to stabilize workforce cost as AI agents change volume patterns, and to show whether an AI deployment is working before it scales further.
Average Rating: 4.4/5.0
Total Reviews: 103
How Do G2 Users Rate SuccessKPI?
- Has the product been a good partner in doing business?: 8.4/10 (Category avg: 9.4/10)
- Evaluation: 9.5/10 (Category avg: 9.2/10)
- Calibration: 8.7/10 (Category avg: 8.9/10)
- Third-Party Integrations: 8.5/10 (Category avg: 8.8/10)
Who Is the Company Behind SuccessKPI?
- Seller: SuccessKPI
- Company Website:
- Year Founded: 2017
- HQ Location: Chantilly, US
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Twitter: @successkpi
71 Twitter followers -
LinkedIn® Page: www.linkedin.com
171 employees on LinkedIn®
Who Uses This Product?
- Who Uses This: Supervisor
- Top Industries: Hospital & Health Care, Consumer Services
- Company Size: 60% Medium, 23% Small
What Are Recent G2 Reviews of SuccessKPI?
"Real-Time KPI Visibility That Strengthens Productivity and Adherence"
Rating: 5.0/5.0 stars
— Anabelle C.
"Empowers Agent Performance Tracking and Coaching"
Rating: 5.0/5.0 stars
— Taylor H.
