SuccessKPI Reviews & Product Details

SuccessKPI's products allow contact center leaders to easily dive into the voluminous data that lives within their business. Their implementation process is seamless and ongoing support makes them more than a vendor; they are a trusted business partner. They don't sell software. They learn about your business and truly want to introduce you to techniques to improve quality and efficiency. Most importantly, SuccessKPI tools can be used affordably by the smallest contact centers but scale up easily to thousands of users. Review collected by and hosted on G2.com.

The data and analytics tool has many "out of the box" reports, but there is a full-fledged business intelligence tool behind it that can be cumbersome, but not impossible, to learn. Review collected by and hosted on G2.com.

I really appreciate the customization in SuccessKPI. Even without a technical background, I can build my own reports and dashboards, which is super valuable for tailoring analytics to our specific workflows. The flexibility to create topics and deep prompts is also great for surfacing insights from conversations. The team behind the platform is fantastic, with their support, responsiveness, and openness to collaboration making a big difference. It's refreshing to work with a company that genuinely values client input. Additionally, the platform helps centralize quality monitoring, speech analytics, and operational insights, which improves our evaluation consistency and reporting. Review collected by and hosted on G2.com.

Like any other evolving platform, some areas could be improved. Loading times have been one of them. At times, loading workspaces, reports, or large datasets can take longer than expected. Operations is a fast-paced environment. We need answers at our fingertips. It would be beneficial to have more real-time dashboards and alerts. A faster turnaround from the support team could also be improved, particularly when issues are reported. While the team is very supportive and open to feedback, improving the response team would make the experience even better. Review collected by and hosted on G2.com.

I just wanted to take a moment to acknowledge the great work you've been doing. I really appreciate not only your skills, but also the way you and the team bring such engaging personalities to the table, making the process of assisting with reporting customer information smooth and enjoyable. Your efforts truly make a difference, and it's fantastic to see the positive impact on our workflow. Review collected by and hosted on G2.com.

I haven’t found anything I dislike about the platform. I’m actively exploring its features and learning the details, and everything seems to be working well for me so far.

I’ll let you know if I encounter any challenges or areas for improvement as I dive deeper into SuccessKPi. If you have any recommendations on features I should focus on, please share them—I’d appreciate your insights.

Thanks for your support as I get up to speed. Review collected by and hosted on G2.com.

I like that SuccessKPI helps with report customization, tailoring reports in challenging environments, and their team is knowledgeable and willing to assist with our various customizations. They're generally responsive to time-sensitive emergencies, which is valuable. Review collected by and hosted on G2.com.

SuccessKPI could be more proactive in resolving issues and communicating with TTEC Digital. Certain issues remain outstanding for long periods, and sometimes recur. Review collected by and hosted on G2.com.

The ability to customize the analytics solutions across platforms. You can seamlessly integrate, modify, and customize as per your business and analytics needs. In addition to this, the custom solutions help reduce the monitoring overhead for quality of services provided. Review collected by and hosted on G2.com.

There are no downsides as such. It depends on the scenario and situation where you use this product. If your customary vision and need is unclear, you may be unable to take the best advantage of the products it offers. Review collected by and hosted on G2.com.

SuccessKPI is based on Powerful Microstrategy Architecture, itself which is a containerized Business Intelligence tool.

Below are the best-in-class features for it to be down-selected:

1. Instant Activation and Configuration.

2. Support of more than 24 languages.

3. Out-of-the-box visualizations and dashboards.

4. Sensitive and personal information masking/hiding such as Credit Card Information, Social Security Number, etc.

5. Prebuilt playbook library

6. Quality Monitoring and Scoring.

7. Custom scorecard evaluations.

8. Multi-channel real-time and historical contact center dashboards.

9. Artificial Intelligence Powered Speech and Text Analytics.

10. Evaluation Toolkit

11. Powerful Business Intelligence (BI) layer

12. Customizable dashboards, visualizations.

13. Support for external data blending, including REST API, Lambda Functions

14. Subscription engine to support delivery via FTP, Email Review collected by and hosted on G2.com.

The User Interface can be improved. The overall theme looks very static. Review collected by and hosted on G2.com.