# SuccessKPI Reviews **Vendor:** SuccessKPI **Category:** [Speech Analytics Software](https://www.g2.com/categories/speech-analytics) **Average Rating:** 4.3/5.0 **Total Reviews:** 82 ## About SuccessKPI An AI-powered operating system for high-performing contact centers that delivers insights, action and automation. Complete BI reporting, AI-powered Quality Management, WFM, speech and text analytics, agent automation, and more. - Unified visibility and control: See what’s happening across channels, teams, systems, and workflows in one place, so nothing important is hidden and nothing critical is left unmanaged. - Insight that leads directly to action: Move beyond dashboards and reports to insights that tell you what to do next, who should do it, and where to focus to improve outcomes. - Tools to improve people and processes at scale: Identify coaching opportunities, process breakdowns, and automation candidates across thousands of agents without adding manual effort. - Built for enterprise complexity and regulation: Designed to work inside large, regulated environments with the security, governance, and flexibility enterprise teams require. Rather than monitoring 3-5% of sampled calls, SuccessKPI allows you to monitor 100% of customer contacts allowing companies to catch problems, identify upsell opportunities, and reduce agent churn. Our customers report an average of 10% improvement in NPS. Business Intelligence: 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. Real-Time Agent & Supervisor Assist: Deliver next-best actions and guidance to agents, and empower supervisors with powerful real-time capabilities. Quality Monitoring: Save time, improve agent performance, and mitigate compliance risks by modernizing your quality management. Supercharge your experience with AI-powered evaluations and scoring. Workforce Management: Forecast interactions, automatically generate schedules, and gain the ability to monitor in real-time giving insight to everyone from the agent to the supervisor. Playbook Builder: 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. Last-Mile Connectivity: 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. ## SuccessKPI Reviews ### 1. Accessible, Game-Changing Data with Powerful Hidden Analytics Features **Rating:** 4.0/5.0 stars **Reviewed by:** Salina B. | Manager of Crisis Services & Operations, Mid-Market (51-1000 emp.) **Reviewed Date:** April 16, 2026 **What do you like best about SuccessKPI?** The amount of data that is readily available and in such an accessible way has been a game changer when it comes to utilizing and implementing the data. Additionally, there are many hidden features- especially in the documentation and analytics- that make the user experience a lot more refined. **What do you dislike about SuccessKPI?** Data is not always stored in a way that makes sense to the user. For example, certain options are available under umbrellas that I wouldn't initially think to find it there. Also, it can be difficult to access or even know what to access as a new user. There are still so many features available to me that I don't know exist as the onboarding system we utilized did not include some of these features, as we didn't necessarily know they would be useful later. **What problems is SuccessKPI solving and how is that benefiting you?** I do appreciate that everything is more centrally located. We used to have multiple places where we stored data or kept track of metrics/counselor performance, but now it's relatively all housed here. It means that I can spend more time doing all of the other tasks I need done and less time searching for something. ### 2. Excellent transcription and AI monitoring for more accurate analyses **Rating:** 4.5/5.0 stars **Reviewed by:** Kelly Daiane d. | Analista de Qualidade e Melhoria Contínua Sr, Enterprise (> 1000 emp.) **Reviewed Date:** March 31, 2026 **What do you like best about SuccessKPI?** The quality of the transcription is very good, which greatly contributes to more accurate analyses. Additionally, the flow of monitoring is well-structured and intuitive, making it easier to track and control quality. **What do you dislike about SuccessKPI?** There is a slowdown in the opening of reports, which ends up impacting productivity. I also miss a complete monitoring flow with AI that allows automating the entire process. In the monitoring module, some important filters are missing, such as transfer filter and quality score filter. Additionally, it would be important to have more possibilities in the construction of topics, with the inclusion of "AND" and "OR" logic to refine the rules. Finally, individual indicators per agent are missing, such as silence and over talk metrics, to better track performance. **What problems is SuccessKPI solving and how is that benefiting you?** With the SuccessKPI tool, it is possible to transcribe 100% of interactions and conduct a comprehensive analysis of the services. This ensures greater visibility over customer journeys and contributes to a better and more consistent experience. ### 3. Real-Time Monitoring with Gold Standard Features **Rating:** 5.0/5.0 stars **Reviewed by:** Jonalyn Mariz d. | Operations Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** April 09, 2026 **What do you like best about SuccessKPI?** I like the real-time feature of SuccessKPI, which refreshes every 5 seconds and helps me monitor my team's activities in real-time, flag agents who receive missed calls, and identify those on long calls who may need assistance. The Gold standard data is something I use all the time, which aids in reviewing headset requirements and trends. I appreciate the user-friendly interface as well, making it easy to navigate. **What do you dislike about SuccessKPI?** When I'm generating data, it sometimes takes 1-2 minutes to load. It would be more useful if it generates data a little faster. Also, adding a feature to save filters would be beneficial. **What problems is SuccessKPI solving and how is that benefiting you?** I use SuccessKPI to monitor real-time activities and review interactions, ensuring adherence to standards and troubleshooting call issues. The real-time features help me flag agents, monitor their adherence, and assist with long calls, keeping us aligned with our goals. ### 4. Helpful Out-of-the-Box Reports and Expert Support That Guide Better Decisions **Rating:** 4.0/5.0 stars **Reviewed by:** Hideki O. | Operations Specialist, Mid-Market (51-1000 emp.) **Reviewed Date:** April 09, 2026 **What do you like best about SuccessKPI?** SuccessKPI offers helpful insights through out-of-the-box reports and helps guide decisions using many of the metrics commonly used in the market. The SuccessKPI project team also supports you with best practices and technical knowledge on how to use the application effectively. **What do you dislike about SuccessKPI?** Some datasets have longer update times than others, so we can’t keep certain reports online. Other reports also require time to reprocess the data, which makes it difficult to understand how the process between Genesys Cloud and SuccessKPI works. **What problems is SuccessKPI solving and how is that benefiting you?** Our team knew that Genesys Cloud reporting is different from the Genesys Engage templates we were used to, so our biggest concern during the migration was how to minimize the impact on our daily report automations. With SuccessKPI, we were able to design templates and schedule their delivery, which helped reduce the disruption to our day-to-day reporting activities. ### 5. Seamless Implementation and Powerful Data Insights with a True Business Partner - SuccessKPI **Rating:** 5.0/5.0 stars **Reviewed by:** Terry L. | Director, Customer Experience, Small-Business (50 or fewer emp.) **Reviewed Date:** March 05, 2026 **What do you like best about SuccessKPI?** 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. **What do you dislike about SuccessKPI?** 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. **What problems is SuccessKPI solving and how is that benefiting you?** SuccessKPI is my "one stop" shop for all things contact center. I use their data and analytics platform to perform quality control on every call and produce a daily balanced scorecard which allows agents to police their own quality and we have a series of reports and dashboards that departments throughout the company use to measure and monitor contact center value. We're using their workforce management tool allows easy forecasting, scheduling and adherence management, and we have recently implemented their suite of artificial intelligence tools to provide a context-based knowledge tool, post-call wrap up summary and call-by-call coaching tips. While we don't use their "last mile" network monitoring tool since all our agents are onsite, we tested it and this would be a necessity if you have remote agents and need to see their network health and connectivity. ### 6. SuccessKPI Centralizes Real-Time Agent Status and Saves Supervisors Time **Rating:** 5.0/5.0 stars **Reviewed by:** Ayla Mariel D. | Operations Supervisor, Small-Business (50 or fewer emp.) **Reviewed Date:** April 30, 2026 **What do you like best about SuccessKPI?** What I like most about SuccessKPI is how it saves time by centralizing data and showing agents’ real-time status in one place, which lets supervisors spend less time tracking updates and more time focusing on coaching and support. **What do you dislike about SuccessKPI?** At times, SuccessKPI feels a bit complex, particularly when I’m switching between dashboards and reports. A simpler layout—or a workflow with fewer clicks—would make it easier to navigate and use for my day-to-day supervisor tasks. **What problems is SuccessKPI solving and how is that benefiting you?** SuccessKPI addresses the challenge of limited visibility into agent performance by bringing call data, agent behaviors, and performance trends together in one place. For me, this makes it much easier to spot coaching opportunities, understand where support is needed, and help agents improve more effectively. ### 7. Real-Time KPI Monitoring with Minor Setup Challenges **Rating:** 4.5/5.0 stars **Reviewed by:** Antony P. | Enterprise (> 1000 emp.) **Reviewed Date:** May 01, 2026 **What do you like best about SuccessKPI?** I find SuccessKPI incredible as it refreshes every 5 seconds, providing constant updated information so we don't miss anything. I also like how it classifies our KPIs with the option to select timeframes, which is really incredible. It saves me time because I don't have to calculate KPI by KPI; it does it for me. I appreciate the 360 view of KPIs in real time, which helps me to see the productive KPI of agents under my umbrella. It also pulls and organizes them in an order that's easy to manage with a friendly view. **What do you dislike about SuccessKPI?** I would say that when you create a filter, it does not save it. It was difficult to set up because I was not used to utilizing a tool that pulls all KPIs for you. **What problems is SuccessKPI solving and how is that benefiting you?** SuccessKPI provides real-time updates every 5 seconds, saving me time by calculating KPIs automatically. It offers a 360 view of KPIs, organizing and classifying them into a friendly view, making it easier to manage agent productivity without manual calculations. ### 8. Real-Time Monitoring with SuccessKPI Enhances Efficiency **Rating:** 4.5/5.0 stars **Reviewed by:** Kathreen C. | Mid-Market (51-1000 emp.) **Reviewed Date:** April 28, 2026 **What do you like best about SuccessKPI?** I use SuccessKPI to monitor my agent's activities in real-time, which helps me flag long calls. I find it incredibly useful because I can see all the activities at a glance without manually checking. I really like the real-time reports that are viewable per interval, and the Gold standard report stands out as it's very helpful for managing agents working remotely. It allows me to determine immediately if the equipment my agents are using aligns with the gold standard, which is critical during CMS Timeliness seasons. I also find SuccessKPI extremely useful on its own, even though we use it alongside Amazon Connect. Although the initial setup was tricky, the training provided made it easier. **What do you dislike about SuccessKPI?** I'd say it could be a little faster when ran inside Citrix workspace. And for the AHT feature of the tool, it could be better if we would have views on Inbound and Outbound calls separately. **What problems is SuccessKPI solving and how is that benefiting you?** SuccessKPI lets me monitor my agents’ activities in real-time and flag long calls, which means I don’t need to check manually. The Gold standard report helps ensure equipment compliance during CMS Timeliness, which is crucial for managing remote agents. ### 9. Empowers Agent Performance Tracking and Coaching **Rating:** 5.0/5.0 stars **Reviewed by:** Taylor H. | Supervisor, Mid-Market (51-1000 emp.) **Reviewed Date:** April 27, 2026 **What do you like best about SuccessKPI?** I like the data that SuccessKPI brings and the many filters to help me find what I'm needing and looking for. Being able to see multiple areas of data is very beneficial when presenting to my agents during coaching. The filters when pulling or listening to calls help tremendously to easily find what I am looking for. The initial setup was very easy once my information was entered. **What do you dislike about SuccessKPI?** I do wish that it would give you the average on the data, as far as the hold times, MCW and case corrections portions. It just gives the numbers for the day, so I have to download it into an Excel sheet and get the average that way, taking an extra step, when I wish I could just filter by the agent's name and it would show me a breakdown of the data daily, as well as the monthly average as well. **What problems is SuccessKPI solving and how is that benefiting you?** I use SuccessKPI to track my agents' performance and focus on those who need improvement. The data and filters help me find what I need, making coaching more effective. ### 10. Easy Weekly Scheduling, but Performance Metrics Navigation Needs Simplifying **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Higher Education | Enterprise (> 1000 emp.) **Reviewed Date:** April 24, 2026 **What do you like best about SuccessKPI?** Easy to keep track of work schedule throughout the week, performance metrics are accessible. Integrated into my workflow cleanly in terms of what is relayed back to SKPI. No comments on pricing or ROI, as I am an employee and do not manage SKPI's updates. No comments on AI integration as I do not utilize any of that in regards to SKPI. No comments on support or onboarding, either, for the same reason. **What do you dislike about SuccessKPI?** Performance metric navigation could be simpler, cleaner, easier to navigate. I think there should be a clear, immediately accessible category from the landing page, sorted and with some sort of graphical overlay. Performance-wise, it is fine, but the user experience could be cleaner/simpler in terms of the workforce-facing experience **What problems is SuccessKPI solving and how is that benefiting you?** It is fairly straightforward in terms of how I utilize it, it is fairly straightforward to keep track of my schedule and performance metrics throughout the workweek. I utilize SKPI to track my workday schedule and performance metrics. Aside from the aforementioned UX layer clunkiness, the information relevant to my workday and workflow is there and complete ### 11. Drag-and-Drop Reports and AI Sentiment Analysis That Save Time **Rating:** 4.5/5.0 stars **Reviewed by:** Rafael C. | Analista de Contact Center Senior, Small-Business (50 or fewer emp.) **Reviewed Date:** April 14, 2026 **What do you like best about SuccessKPI?** The drag-and-drop report builder turned a task that used to require SQL into something I can handle in just a few minutes. The interface is intuitive enough for non-technical personnel, very user-friendly, and still deep enough for technical users. The Sentiment Analysis is great. Instead of listening to random calls, the AI automatically flags high-emotion interactions. **What do you dislike about SuccessKPI?** The platform is a real data powerhouse, but it can occasionally lag when loading very large datasets—so faster report generation would be a big win. I’d also love to see more advanced logic in the Playbook builder, such as AND/OR rules, to make automations even more precise and flexible. **What problems is SuccessKPI solving and how is that benefiting you?** The integration saves our team hours of manual work every week. ### 12. Efficient Data Monitoring, Needs Faster Interface **Rating:** 4.0/5.0 stars **Reviewed by:** Ahab C. | Small-Business (50 or fewer emp.) **Reviewed Date:** April 14, 2026 **What do you like best about SuccessKPI?** I find SuccessKPI really useful because I'm able to monitor all of the data and stats that I need on a daily basis. I really like the fact that you can email reports to yourself daily, so you don't have to keep logging into the software. This feature makes it a lot faster to get the data I need, especially since it's a little bit slow sometimes to log in. **What do you dislike about SuccessKPI?** Sometimes it takes a long time for the dashboards to load, which is difficult. I also don't like that to create a refreshed report, I have to go back to the home screen and then select a new date range. I'd love to be able to change the date range within the dashboard view. **What problems is SuccessKPI solving and how is that benefiting you?** I use SuccessKPI to monitor data and stats daily. I like the daily email reports feature, which saves time by eliminating the need to log in frequently. ### 13. Useful Analytics, But Setup and Usability Need Improvement **Rating:** 2.0/5.0 stars **Reviewed by:** Adalyn P. | Small-Business (50 or fewer emp.) **Reviewed Date:** April 06, 2026 **What do you like best about SuccessKPI?** I like that SuccessKPI makes it easier for me to see each individual's performance and view a variety of stats while tracking month-over-month changes. I appreciate that there are already shareable reports for me to access and the plug-in feature allows me to quickly get the output of information. My favorite feature is being able to see the pre and post interaction surveys. I also spend quite a bit of time looking at the breakdown of our help seekers or clients' information and tracking their documentation to see outcomes based on the type of individual. This helps us try to link any gaps in our performance and find areas for team improvement. **What do you dislike about SuccessKPI?** I do sometimes feel as if there's too much information, and it's difficult to narrow down some of the statistics. I also feel as if some of it's not incredibly useful for our purposes. We're supposed to be tracking how many follow-up and safety support calls are done on high-risk interactions. However, the only way that I can track that is by seeing who qualified for a follow-up and who was scheduled with a follow-up. It doesn't show me who denied a follow-up. I would also like to see some improvement in the ability to just look at the individual, instead of breaking it out into so many different things and statistics. I would rather be able to topically search a little more seamlessly. It also is difficult when you realize that you're in the wrong shared view to go back out. It's kind of a long process to get back in. Or if you accidentally scrolled to the left on a MacBook, it will back you out of where you were and you lose your progress. It was very difficult. Nobody knew how to use it until I came along. **What problems is SuccessKPI solving and how is that benefiting you?** I use SuccessKPI to easily view individual performance and track month-over-month changes with various KPI stats. ### 14. Powerful Real-Time Contact Center Analytics with Flexible Dashboards **Rating:** 4.5/5.0 stars **Reviewed by:** Sothea H. | Technical Solutions Specialist, Mid-Market (51-1000 emp.) **Reviewed Date:** March 31, 2026 **What do you like best about SuccessKPI?** What I like best about SuccessKPI is its powerful real-time analytics and deep visibility into contact center performance. It provides clear, actionable insights that help improve agent efficiency, customer experience, and overall operations. The platform integrates well with systems like Genesys Cloud CX, making it easy to centralize data and monitor performance across channels in one place. Its dashboards are flexible and enable quick decision-making based on live data **What do you dislike about SuccessKPI?** One of the main drawbacks of SuccessKPI is that the user interface can feel complex and not very intuitive for new users, which creates a learning curve during onboarding. Additionally, some dashboard customizations and report configurations can be limited or require extra effort to fine-tune. In certain cases, performance can lag when handling large datasets or highly detailed analytics. Improved documentation and a more streamlined UI would significantly enhance the overall user experience **What problems is SuccessKPI solving and how is that benefiting you?** SuccessKPI solves the challenge of limited visibility into contact center performance by providing centralized, real-time analytics across all channels. It helps identify issues such as long wait times, poor agent performance, and inefficiencies in call handling. By integrating with platforms like Genesys Cloud CX, it consolidates data into a single view, enabling faster troubleshooting and better decision-making. This has improved our operational efficiency, reduced response times, and enhanced overall customer experience. It also allows us to proactively monitor KPIs and take corrective actions before issues impact service quality ### 15. Useful Integration, but Room to Grow **Rating:** 3.0/5.0 stars **Reviewed by:** Verified User in Telecommunications | Mid-Market (51-1000 emp.) **Reviewed Date:** March 30, 2026 **What do you like best about SuccessKPI?** What I like most about the product is how practical it is and how easy it is to use right from the start. The pre-defined dataset is especially helpful because it saves time and lets me focus on actually using the product immediately, rather than spending extra effort on setup or data preparation. On top of that, the UI is clean and easy to understand, so there’s no real need to tweak anything before getting value from it. Overall, it feels well designed, user-friendly, and ready to use out of the box, which makes the whole experience smooth and efficient. **What do you dislike about SuccessKPI?** What I find less satisfying about the product is that the UI feels a bit outdated compared to modern tools, which affects the overall user experience. The available functionalities are also still quite limited, so it may not fully support more complex or flexible use cases. In addition, when external data is needed, it seems to require PS customization, which adds extra dependency, time, and cost. Overall, while the product may work for basic needs, there is still room for improvement in terms of usability, feature depth, and integration flexibility. **What problems is SuccessKPI solving and how is that benefiting you?** Before using the product, our setup was fairly straightforward as an out-of-the-box solution, but it wasn’t integrated. Because of that, we had to rely on separate reports from multiple applications to get the full picture. After implementation, multiple data sources can now feed into the product automatically, which has made the overall process much more efficient and convenient. We no longer need to switch between different reporting tools, and that has improved visibility, reduced manual effort, and helped the team access information faster—all in one place. ### 16. Amazing Support and Powerful, Intuitive Data Platform with Flexible Reporting **Rating:** 4.5/5.0 stars **Reviewed by:** Felipe O. | Planner, Mid-Market (51-1000 emp.) **Reviewed Date:** March 27, 2026 **What do you like best about SuccessKPI?** The support team is amazing. They never fail to provide a solution to issues. The platform offers countless possibilities to work with data, and they are always looking for new options and opportunities to expand its functions. It’s possible to create personalized metrics and tags to deliver a better final user experience. There is also report delivery scheduling, which helps a lot. Overall, the company keeps everything updated with precision and accuracy. Regarding platform performance, the information is organized to be processed and analyzed through normalized datasets. Some of these datasets are really huge, and when they are associated with a large number of users consulting them, this becomes a negative point. SuccessKPI also has an interesting AI resource. It provides good accuracy and a short response time. The possibility to test the prompt is important to preview the tool’s behavior. Pricing-wise, in our case we used the resources to evaluate and avoid high costs with customers, so it’s fair to say the tool paid for itself. We had success with local spreadsheet connections, but not with Drive / Google Apps. Maybe this is something to improve. The platform has an intuitive environment and is easy to understand. It’s not necessary to spend many hours to learn it. **What do you dislike about SuccessKPI?** Sometimes platform releases are difficult to deal with. Scheduling this kind of event is really challenging, and it’s not always easy to plan around. They need to improve this point. **What problems is SuccessKPI solving and how is that benefiting you?** Over the past year, they have been working hard to improve the platform’s uptime. In my personal opinion, they are moving in the right direction. ### 17. Transformative Insights for Service Desk Excellence **Rating:** 5.0/5.0 stars **Reviewed by:** Divakar N. | Service Delivery Manager, Enterprise (> 1000 emp.) **Reviewed Date:** March 25, 2026 **What do you like best about SuccessKPI?** I find SuccessKPI incredibly impressive for its ability to convert real-time, operational, and experience data into actionable insights, which enables proactive Service Desk management and continuous improvement in our digital workplace. I also like how well it connects operational performance with user experience insights, while providing flexible, role-based dashboards that support both management and executive decision-making. Additionally, SuccessKPI integrates seamlessly with our ITSM and collaboration tools, offering a unified, real-time view of ServiceDesk performance and user experience. It's been a game-changer for streamlining our service management and enhancing productivity. **What do you dislike about SuccessKPI?** While SuccessKPI is a strong platform, enhancing ease of use and expanding pre-configured, Service Desk focused dashboards would further improve user adoption and reduce implementation effort, especially in a large scale, digital workplace environment. The setup is moderately complex due to integrations and customization, but well structured. With the right alignment, it delivers strong value, though on-boarding and pre-built templates could further simplify the experience. **What problems is SuccessKPI solving and how is that benefiting you?** I use SuccessKPI for real-time insights, improving customer experience, and data-driven decisions. It solves problems of siloed data and limited insights, offering actionable data for proactive management and continuous improvement. ### 18. User-Centric Interface with Smooth Setup **Rating:** 5.0/5.0 stars **Reviewed by:** Rajeshwari P. | Global Quality Manager IT Services , Mid-Market (51-1000 emp.) **Reviewed Date:** March 25, 2026 **What do you like best about SuccessKPI?** I really like the whole user interface of SuccessKPI. It's user-friendly, and the dashboard drill-downs are great. The possibility of customizing it to my liking is extremely good. The look and feel of the tool and its user-friendly capability stand out for me. Additionally, quality sampling has become a lot more meaningful since SuccessKPI helps sort out data with topics and phrases, allowing better sampling and quality checks. The playbook feature is also very useful for proactively managing user experience by doing service recovery call-outs for users tagged under negative sentiment. The team we worked with was very helpful and open to working with us on our requests, making the setup very smooth. **What do you dislike about SuccessKPI?** Currently at times we do face some down time whenever there is upgrade to the tool. Problems like calls not flowing in evaluation workspace etc. Would like this to be managed better **What problems is SuccessKPI solving and how is that benefiting you?** I use SuccessKPI for Quality Management and Sentiment Analytics to improve user experience. It makes quality sampling meaningful and improves quality checks by sorting data with topics and phrases. The playbook feature helps in managing user experiences by addressing negative sentiments. ### 19. Convenient Online Reporting with Highly Customizable Views **Rating:** 4.0/5.0 stars **Reviewed by:** Luis M. | Professional Services Developer, Small-Business (50 or fewer emp.) **Reviewed Date:** March 31, 2026 **What do you like best about SuccessKPI?** It’s very convenient for viewing reports online, and I also like that you can customize the structure so it’s tailored to exactly what you want to see. **What do you dislike about SuccessKPI?** When reports get very large, the load time becomes excessively long, which is frustrating and noticeably impacts my overall satisfaction. **What problems is SuccessKPI solving and how is that benefiting you?** By providing a large-scale view of different business operations—especially key KPIs, such as how many agents are handling an interaction and how the AI supports evaluating their performance—this approach enables faster resolution and more immediate action. For example, if the AI assigns an agent a poor rating, I can quickly identify what happened and then make improvements that enhance the end-user experience. ### 20. Intuitive Navigation, Ideal for Scheduling and Audits **Rating:** 5.0/5.0 stars **Reviewed by:** jajuan j. | Mid-Market (51-1000 emp.) **Reviewed Date:** April 13, 2026 **What do you like best about SuccessKPI?** I like the different functions within the SuccessKPI website because it's really easy and convenient to surf. It's incredibly user-friendly and makes it easy to navigate throughout the site. I can effortlessly bounce from seeing my audits from a call to checking my schedule in just a matter of seconds, without needing to open multiple tabs or navigate to different subcategories. The initial setup was super easy and very user-friendly. **What do you dislike about SuccessKPI?** I think that the time zone feature should be something that's automatic. I don't feel like you should have to update it manually. I felt like it should be automatic. **What problems is SuccessKPI solving and how is that benefiting you?** I use SuccessKPI to track my schedule and ensure timely clock-ins and breaks. It keeps me updated on call quality, and its ease of navigation allows me to quickly check audits and schedules without opening many tabs. ### 21. Effortless Call Review with Detailed Feedback **Rating:** 5.0/5.0 stars **Reviewed by:** emile d. | Customer Service Representative, Mid-Market (51-1000 emp.) **Reviewed Date:** March 27, 2026 **What do you like best about SuccessKPI?** I use SuccessKPI to review my calls from work, and it helps me self-reflect and adjust to provide better service. I really like that it's a very easy system to use, and the score system is very useful. The setup was very easy and straightforward with clear section identification, making it easy to maneuver. **What do you dislike about SuccessKPI?** The way you can identify errors needs improvement. There should be a section that holds all the errors. **What problems is SuccessKPI solving and how is that benefiting you?** I use SuccessKPI to review my calls from work. It helps me self-reflect and adjust to provide better service. ### 22. Essential Tool for Managing Counselor Performance **Rating:** 4.0/5.0 stars **Reviewed by:** Hailey L. | Manager of Crisis Services and Operations, Mid-Market (51-1000 emp.) **Reviewed Date:** April 14, 2026 **What do you like best about SuccessKPI?** I like that I can use filters to see exactly what I need. With over 100 crisis counselors in our organization and only 10 on my team, these filters help me view data just for my team instead of sifting through 100+ names. I can also choose date ranges, which makes managing information more convenient. The initial setup of SuccessKPI was really easy too. I didn’t have to do anything, which was a relief. **What do you dislike about SuccessKPI?** Sometimes it takes too long to load, or when I need to change the date range it doesn't work, and I have to start all over. **What problems is SuccessKPI solving and how is that benefiting you?** SuccessKPI helps me view performance metrics easily and use filters to focus on my team of 10, instead of sifting through 100+ names, by selecting date ranges, streamlining data access and management. ### 23. Enhances Accountability and Alignment with Ease **Rating:** 5.0/5.0 stars **Reviewed by:** Melissa Anne H. | Mid-Market (51-1000 emp.) **Reviewed Date:** April 22, 2026 **What do you like best about SuccessKPI?** I like SuccessKPI for its clarity and focus, which saves me time, improves productivity, and reduces confusion in daily work. I appreciate the objectivity and fairness it brings, building trust in the evaluation process and encouraging consistent performance with clear evidence of achievement. The sense of accountability it fosters strengthens my responsibility, encourages consistency, and supports my professional growth. I also love how it aligns my work with the team, giving purpose, improving collaboration, and strengthening overall results. Additionally, setting it up was easy. **What do you dislike about SuccessKPI?** include qualitative indicators alongside numerical targets **What problems is SuccessKPI solving and how is that benefiting you?** I use SuccessKPI to measure goal achievement and track performance. It improves team accountability, provides clarity and focus in daily work, and enhances productivity. It also aligns individual work with business goals, supports performance reviews, and strengthens collaboration. ### 24. User-Friendly MicroStrategy, but Slow Reporting Performance and Support **Rating:** 3.5/5.0 stars **Reviewed by:** Lucas R. | Senior Genesys Cloud Analist, Mid-Market (51-1000 emp.) **Reviewed Date:** April 13, 2026 **What do you like best about SuccessKPI?** The utilization of micro Strategy that is similar to the old Genesys Cloud reports software, and the UI is very user friendly. The integration with Genesys Cloud is quite simple, but to integrate with other platforms, is quite difficult. The performance is really slow, compared to other products in the market. Their support is quite approchable, but slow to resolve issues. **What do you dislike about SuccessKPI?** The performance to extract reports, is quite long, and the support is slow to resolve issues. **What problems is SuccessKPI solving and how is that benefiting you?** The Genesys Cloud does not have a good native built in report, so SuccessKPI, resolve this issue. ### 25. Customizable, Insightful, and Well-Supported **Rating:** 5.0/5.0 stars **Reviewed by:** Mey P. | Quality Assurance Monitor, Lead, Mid-Market (51-1000 emp.) **Reviewed Date:** March 06, 2026 **What do you like best about SuccessKPI?** 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. **What do you dislike about SuccessKPI?** 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. **What problems is SuccessKPI solving and how is that benefiting you?** I use SuccessKPI to centralize quality monitoring and speech analytics, solving the manual review of many calls and improving evaluation consistency and proactive monitoring. ### 26. Custom Reports and Reliable Data **Rating:** 5.0/5.0 stars **Reviewed by:** Diego C. | Small-Business (50 or fewer emp.) **Reviewed Date:** March 31, 2026 **What do you like best about SuccessKPI?** I like the ease of extraction that SuccessKPI offers, which makes my job easier. Additionally, I consider the data reliable, which is essential. I also appreciate the custom reports that SuccessKPI delivers, as they provide details that Genesys does not present in an organized manner, such as for agent call control and reports for the board with greater detail and better formatting. The initial setup was smooth, even though I am part of the support team, because it was implemented by the project team. **What do you dislike about SuccessKPI?** Support in case of errors had some instances of delay in service. **What problems is SuccessKPI solving and how is that benefiting you?** SuccessKPI delivers customized reports that Genesys does not offer, provides organized details for call control, and generates reports for the management with better formatting. I like the ease of data extraction and the reliability of this data. ### 27. Quick Integration, Automatic Data Export **Rating:** 5.0/5.0 stars **Reviewed by:** Weslley P. | Coordenador de Inteligência Operacional com Foco em BI, Small-Business (50 or fewer emp.) **Reviewed Date:** March 30, 2026 **What do you like best about SuccessKPI?** I love the ease of automatically exporting data to the company's bucket, as not having to download data to create corporate dashboards is a great convenience. This allows correlating data from other systems and acting directly on the root cause of the customer. The initial setup of SuccessKPI was great, with support from Interaxa, everything was very quick. **What do you dislike about SuccessKPI?** ability to create dashboards and import data from the organization. For behavioral and numerical analysis, the available data is great, but to correlate this, it is not enough. **What problems is SuccessKPI solving and how is that benefiting you?** SuccessKPI ensures the timeliness of data, facilitates analyses, and guarantees control over what happens on the platform. The ease of automatically exporting data avoids the need to download data to create dashboards, allowing for the correlation of data from other systems and addressing the root cause for the client. ### 28. Unifies CCaaS and CRM Data with Powerful No-Code BI **Rating:** 4.0/5.0 stars **Reviewed by:** Ye Y. | Technical Specialist, Mid-Market (51-1000 emp.) **Reviewed Date:** March 25, 2026 **What do you like best about SuccessKPI?** Data Orchestration—It unifies CCaaS (like Genesys Cloud) and CRM data into a single view without manual exports. No-Code BI—It offers a drag-and-drop interface for creating complex visualizations and custom calculated metrics. **What do you dislike about SuccessKPI?** There is noticeable performance degradation when working with large datasets, which limits the ability to generate real‑time insights. Support response times are also slow for more complex issues. **What problems is SuccessKPI solving and how is that benefiting you?** SuccessKPI solves the problem of siloed data by unifying telephony and CRM metrics into a single view. This eliminates manual reporting, allowing us to spend less time blending spreadsheets and more time acting on trends. ### 29. Powerful Reporting with Room for Improvement **Rating:** 4.5/5.0 stars **Reviewed by:** Basant Singh J. | Test Professional , Small-Business (50 or fewer emp.) **Reviewed Date:** April 20, 2026 **What do you like best about SuccessKPI?** I use SuccessKPI for creating customized reporting and quality monitoring. It helps us on the quality monitoring with the help of customized forms which assess call quality and catch specific responses. I also find it valuable for creating customized wallboards and conducting both speech and text analysis. SuccessKPI gives a wider perspective and makes reporting much easier. **What do you dislike about SuccessKPI?** I think transcription has a limited language range. If it could be used wordwise as well as local languages it would be helpful. **What problems is SuccessKPI solving and how is that benefiting you?** SuccessKPI lets us create customized wallboards, reports, and perform speech and text analysis. It assists in quality monitoring using customized forms to assess call quality and capture specific responses. Reporting is also much easier. ### 30. Adaptable and Efficient with Fantastic Support **Rating:** 5.0/5.0 stars **Reviewed by:** Breno B. | Analista de Operações Sênior - Planejamento, Mid-Market (51-1000 emp.) **Reviewed Date:** March 27, 2026 **What do you like best about SuccessKPI?** I use SuccessKPI for extracting reports from the Genesys tool. SuccessKPI solves the problem of manual extractions, such as triggers via email or via S3 Bucket, and also offers real-time dashboards for quick analyses. I like that SuccessKPI managed to adapt to our complex work model, showing that it is capable of adapting to the client's model, regardless of complexity. I consider the transformation model of SuccessKPI valuable, as it adjusts in a practical and efficient manner. Additionally, the initial setup was challenging but successful, thanks to the fantastic SuccessKPI team. **What do you dislike about SuccessKPI?** I had no negative experience. **What problems is SuccessKPI solving and how is that benefiting you?** SuccessKPI solves the problem of manual extractions and facilitates quick analyses with real-time dashboards. It adapts to the client's model in a practical and efficient manner, regardless of complexity. ### 31. Excellent platform for real-time monitoring, dashboard, and reports **Rating:** 4.5/5.0 stars **Reviewed by:** Alessandro D. | LLM & Artificial Intelligence Specialist, Mid-Market (51-1000 emp.) **Reviewed Date:** March 30, 2026 **What do you like best about SuccessKPI?** It is an excellent platform for real-time data monitoring and for building dashboards and reports, even with very nice graphical expressions. Currently, we are also testing the AI component with excellent results. **What do you dislike about SuccessKPI?** in some scenarios where there is a very high data load, it sometimes becomes slow in executing reports and dashboards **What problems is SuccessKPI solving and how is that benefiting you?** We have streamlined the management through evaluation forms, the operation of the agents through the construction of forms that indeed intercept the critical issues during a call. ### 32. Effortless Crisis Communication, Seamless Integration **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Mental Health Care | Mid-Market (51-1000 emp.) **Reviewed Date:** April 16, 2026 **What do you like best about SuccessKPI?** I like how easy and smooth it is to navigate between the views I need to complete my work tasks. I really enjoy how convenient it is to switch between chatting and call center features on the application. My favorite feature is being able to listen to past calls with Emergency Services to make sure all of my information and documentation is accurate. **What do you dislike about SuccessKPI?** In the beginning, it was a little tricky navigating the new UI to find pages and features that I used regularly. The old features were suddenly located in new places under new names that were not transparent to me at first. But now that I know the new UI, it makes sense. **What problems is SuccessKPI solving and how is that benefiting you?** I use SuccessKPI to manage chat interactions and track emergency situations efficiently. It bridges communication gaps between me and the counselors. Switching from iCarol and Nextiva to SuccessKPI consolidated all documentation and calls into one platform. ### 33. All the Metrics We Need with Handy Saved Reports **Rating:** 5.0/5.0 stars **Reviewed by:** Erica M. | Director of Crisis Services and Operations, Mid-Market (51-1000 emp.) **Reviewed Date:** April 27, 2026 **What do you like best about SuccessKPI?** That I can pull all the metrics that I need for my team, and there's different saved reports based on what exactly I'm looking for. **What do you dislike about SuccessKPI?** Sometimes it's hard to remember which report to use for which metric. The titles help but perhaps there could be more clarification. **What problems is SuccessKPI solving and how is that benefiting you?** It is helping us track our monthly data in order to see how we are supporting help seekers and where the gaps are. ### 34. Great Visibility Into Team Activity and Missed Calls **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Hospital & Health Care | Enterprise (> 1000 emp.) **Reviewed Date:** April 22, 2026 **What do you like best about SuccessKPI?** I love being able to take a deep dive into what my team is doing. It’s really helpful to see how they’re connected to the internet and which calls have been missed. **What do you dislike about SuccessKPI?** When I use the missed call feature, it shows how many calls each agent missed, but it doesn’t show the exact time the call was missed. **What problems is SuccessKPI solving and how is that benefiting you?** Before Success KPI, it was hard to see what my agents were doing, how long they were in a specific aux, and what issues they were having. Now, with KPI, it’s much easier to keep tabs on my agents, and I can instantly see what they’re doing. ### 35. Powerful Reporting with Real-Time Data Freshness **Rating:** 3.0/5.0 stars **Reviewed by:** Anderson d. | Developer, Mid-Market (51-1000 emp.) **Reviewed Date:** March 30, 2026 **What do you like best about SuccessKPI?** What I like best about SuccessKPI is how it combines powerful reporting capabilities with real-time data freshness **What do you dislike about SuccessKPI?** One area I find challenging is the complexity involved in integrating SuccessKPI with Genesys Cloud's Message channel. Open messaging interactions, such as WhatsApp or third-party chat, require a significant amount of custom development work. Unlike voice channels, where the integration is more straightforward, setting up the connection for message-based interactions demands extensive API development to manage contact matching, typing indicators, and disconnect events **What problems is SuccessKPI solving and how is that benefiting you?** A big problem solved is the scheduled reports. The customer wants to make a complex (and custom) report using the customers answers once a week. Using the schedule, the customer make a merge using WFM informations. ### 36. Cumbersome UI, Confusing Task IDs, and Unreliable Phone Log Access **Rating:** 1.5/5.0 stars **Reviewed by:** Verified User in Hospital & Health Care | Mid-Market (51-1000 emp.) **Reviewed Date:** May 04, 2026 **What do you like best about SuccessKPI?** I like that I'm able to control the speed of call recordings. **What do you dislike about SuccessKPI?** Incomprehensible, seemingly random ID numbers for tasks, unable to access phone logs without making multiple attempts to load the page, cumbersome UI, unnumbered questions in evaluation forms, all questions and other elements are the same shade of white, rather than alternating a light shade to help differentiate while scrolling, or having colors or a dark mode available to prevent eye strain. **What problems is SuccessKPI solving and how is that benefiting you?** My situation has not improved by using SKPI, as almost all aspects of the previous system we used to process evaulations was superior. ### 37. Excellent Semantics, Good Insights, but Slow Reports **Rating:** 4.5/5.0 stars **Reviewed by:** Paula R. | Quality Specialist | Project Management, Small-Business (50 or fewer emp.) **Reviewed Date:** March 27, 2026 **What do you like best about SuccessKPI?** I find SuccessKPI an excellent software for transcribing the customer's voice, especially due to its high semantic rate. This was crucial for analyzing the drop in P3 after the website update, as I was able to accurately identify what was most bothersome in this new version. Sentiment analysis, insight generation, and mass analysis are other valuable features for me. **What do you dislike about SuccessKPI?** Processing time of the reports. Project time, technical debt that was not fulfilled over time, and the lack of configuration in Portuguese to anonymize the data. **What problems is SuccessKPI solving and how is that benefiting you?** I use SuccessKPI for customer voice transcription with sentiment analysis, insights generation, and mass analysis. ### 38. Invaluable Tool for Crisis Data Management **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Mental Health Care | Mid-Market (51-1000 emp.) **Reviewed Date:** April 16, 2026 **What do you like best about SuccessKPI?** I like how accessible and expanded SuccessKPI has become. It's easier to categorize things as needed. I find the grouping for data helpful, and it aids me in ensuring my documentation is easily accessible and easy to find or share with others. The initial setup was easy, thanks to a really good walkthrough. **What do you dislike about SuccessKPI?** As for improvement, it's mostly loading and/or buffer times. **What problems is SuccessKPI solving and how is that benefiting you?** SuccessKPI solves documentation concerns and makes obtaining information easier. It helps categorize things efficiently and ensures documentation is accessible, easy to find, or share with others. The expanded accessibility and helpful data grouping are definite benefits. ### 39. User-Friendly Dashboard with Room for Speed Improvement **Rating:** 4.0/5.0 stars **Reviewed by:** aylen m. | Mid-Market (51-1000 emp.) **Reviewed Date:** April 13, 2026 **What do you like best about SuccessKPI?** I find SuccessKPI to be very user-friendly with visuals that are easy to understand. The dashboards are particularly easy to comprehend, and the use of colors provides a convenient glance at agent activities during specific intervals. This feature helps me manage service levels more easily. Additionally, the initial setup was easy as the instructions were given clearly. **What do you dislike about SuccessKPI?** It will be better if we can lessen latency, make it work a little faster. **What problems is SuccessKPI solving and how is that benefiting you?** I use SuccessKPI to monitor agents' activities and compliance, solving service level struggles with real-time aux monitoring. It's user-friendly, with easy-to-understand visuals and dashboards that make managing service levels convenient. ### 40. Robust Reporting with Room for Language Expansion **Rating:** 4.0/5.0 stars **Reviewed by:** Vaibhav S. | Customer Solutions Design Practitioner, Small-Business (50 or fewer emp.) **Reviewed Date:** April 19, 2026 **What do you like best about SuccessKPI?** I use SuccessKPI for reporting and quality management. I like its pre-built dashboards and out-of-the-box reports. The speech and text analytics and reporting are beneficial, and I have created a couple of customized reports as per customer requirements, which helps gain confidence from clients. The initial setup was smooth. **What do you dislike about SuccessKPI?** It has some language limitation, I would recommend adding language models for other languages. **What problems is SuccessKPI solving and how is that benefiting you?** I use SuccessKPI for reporting and QM. It provides prebuilt dashboards and OOTB reports, solving issues with custom dashboards. The speech and text analytics let us create customized reports that boost client confidence. ### 41. Infrastructure Call Canter IVR SR Manager **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Retail | Enterprise (> 1000 emp.) **Reviewed Date:** March 15, 2026 **What do you like best about SuccessKPI?** 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. **What do you dislike about SuccessKPI?** 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. **What problems is SuccessKPI solving and how is that benefiting you?** outstanding work you've been doing, especially in navigating the complexities of reporting across different teams and layers. Your expertise, along with the positive energy you and the team consistently demonstrate, has made customer reporting not only more efficient but also enjoyable. Your dedication is clearly driving meaningful improvements in our workflow, and I genuinely appreciate the impact you're making on my customers. ### 42. User-Friendly Experience for Custom Reports and Formulas **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Consumer Services | Enterprise (> 1000 emp.) **Reviewed Date:** March 27, 2026 **What do you like best about SuccessKPI?** It's User friendly. However, one those have to know how the formulas work when trying to set up custom dossiers/reports. **What do you dislike about SuccessKPI?** That in when listening to calls from Call Search, it times out or the dossier changes to a dossier format or get error messages after listening to a call and closing the window. Also not being able to custom set a view preference of screen capture/recording and how the audio and video are not synced accurately. **What problems is SuccessKPI solving and how is that benefiting you?** It has helped from transition from a manual task to an automated one when doing daily, weekly or monthly reports and/or analysis. In addition, with the leverage of AI. ### 43. Customizable Reports That Fit Customer Needs **Rating:** 5.0/5.0 stars **Reviewed by:** Lucas R. | Contact Center Sênior , Mid-Market (51-1000 emp.) **Reviewed Date:** April 13, 2026 **What do you like best about SuccessKPI?** It lets you customize reports so they align with the customer’s needs. **What do you dislike about SuccessKPI?** It takes a long time to generate the report, and sometimes it times out with an error. **What problems is SuccessKPI solving and how is that benefiting you?** We have integration with the Genesys cloud, and Genesys doesn't offer the freedom to customize native reports. Success helps us, based on metrics, to deliver the operational needs. ### 44. Flexible KPI Reporting with Easy Setup **Rating:** 4.0/5.0 stars **Reviewed by:** Thossaporn R. | Technical Solutions Architect, Mid-Market (51-1000 emp.) **Reviewed Date:** March 25, 2026 **What do you like best about SuccessKPI?** I like the ability and flexibility to virtualize reporting and KPI metrics and automated QM exactly as needed. The tool is easy to use, and onboarding is quick and straightforward. **What do you dislike about SuccessKPI?** Sometimes I experience performance issues when I try to run historical data for more than one month. **What problems is SuccessKPI solving and how is that benefiting you?** Please reduce the time it takes for QA to evaluate the agents, and provide more coverage of call interactions. ### 45. Easy to Use and Great for Consolidating Performance Data **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Outsourcing/Offshoring | Small-Business (50 or fewer emp.) **Reviewed Date:** March 31, 2026 **What do you like best about SuccessKPI?** It's quite easy to understand and utilize. It helps me consolidate data and information that I need about performance without having to pull from various different sources. **What do you dislike about SuccessKPI?** Most of it is great already, there are just instances that the report crashes at times when it's working on a huge collection of data and it can be rigorous redoing the whole thing. **What problems is SuccessKPI solving and how is that benefiting you?** The biggest hurdle we had before was we kept having to look at KPIs from various different sources. With SKPI, I am able to look at all of our KPIs, together with AI summaries and site-wide performance. ### 46. Solid Performance Tracking Solution for Enterprise Reporting Needs **Rating:** 5.0/5.0 stars **Reviewed by:** Manmohan G. | Release Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** March 31, 2026 **What do you like best about SuccessKPI?** The platform has a clean, intuitive interface that doesn't require extensive training to get started. Our team was able to onboard relatively quickly, and the dashboard layout makes it easy to access the metrics that matter most. Navigation is logical, and the learning curve is manageable even for team members who aren't particularly tech-savvy. **What do you dislike about SuccessKPI?** Nothing as such,the SuccessKPI team is very supportive **What problems is SuccessKPI solving and how is that benefiting you?** The automation of manual reporting tasks has been a game-changer. What used to take our team hours each week now happens automatically. This has freed up valuable time for more strategic analysis rather than data compilation. ### 47. Effortless Call Reviews, Needs More Speed and Customization **Rating:** 4.5/5.0 stars **Reviewed by:** Aigerim A. | Customer Service Representative **Reviewed Date:** April 02, 2026 **What do you like best about SuccessKPI?** I like how easy it is to review my calls and access feedback in one place. I also like how clear and organized the feedback is, making it easy to understand what to improve and take actions quickly. The initial setup of SuccessKPI was smooth and easy. **What do you dislike about SuccessKPI?** Sometimes the system can be a bit slow and more customization options would make it even better. **What problems is SuccessKPI solving and how is that benefiting you?** I use SuccessKPI to monitor customer interactions and performance metrics. It helps me understand feedback from calls, identify improvement areas, and provides clear, organized feedback, making it easy to act quickly. ### 48. Real-Time Agent Activity Updates Made Easy **Rating:** 4.5/5.0 stars **Reviewed by:** Basil Justin C. | Operations Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** April 28, 2026 **What do you like best about SuccessKPI?** When it comes to checking the agents activity. It gives real time update. **What do you dislike about SuccessKPI?** There's no actual downside when it comes to the said platform. **What problems is SuccessKPI solving and how is that benefiting you?** Whenever addressing agents activity adherence. You can easily identify who are those agents that is on over break or lunch. ### 49. Valuable Integration, Challenging Reporting **Rating:** 3.0/5.0 stars **Reviewed by:** Ellen S. | Data Analyst, Retail, Enterprise (> 1000 emp.) **Reviewed Date:** March 24, 2026 **What do you like best about SuccessKPI?** I like the highly knowledgeable implementation resources when using SuccessKPI. The initial setup was easy once we got the correct people involved. **What do you dislike about SuccessKPI?** Their report building product is not intuitive. We've used a number of different platforms for analytics and have a lot of experience working in contact center data; I imagine others would struggle even more. **What problems is SuccessKPI solving and how is that benefiting you?** I use SuccessKPI for accessing our Genesys Cloud data and integrating complex, unstructured data with our business data. I like the knowledgeable implementation resources, though the report building isn't intuitive, which might be challenging for those less experienced in contact center data. **Official Response from Amy Abascal:** > Thank you for taking the time to share such thoughtful and detailed feedback. We are genuinely glad to her that your implementation experience was smooth and that our team's expertise made a difference. Helping our customers solve real business problems is at the core of what we do, and it's great to hear that you had a positive experience. We also hear your feedback on report building and recognize that additional training and support are needed to make this a better experience for you and your team. Making the product more accessible, regardless of a user's experience level, is something we always strive for, and feedback like yours directly shapes those priorities. Your Customer Success Manager will be reaching out to set up sessions aimed at improving your experience and helping you unlock more value from the solution, including addressing the specific friction points you have encountered in report building. Thank you again for being a SuccessKPI customer and for the candid review. ### 50. Real-Time Data with Easy Navigation, Slight Lag **Rating:** 5.0/5.0 stars **Reviewed by:** Mhel James L. | Small-Business (50 or fewer emp.) **Reviewed Date:** April 23, 2026 **What do you like best about SuccessKPI?** I like how SuccessKPI shares real-time status of the agent and the accuracy of the data it shows. It's way easier than the previous tool we worked with because it is very easy to navigate and understand. I also appreciate its real-time data and would definitely recommend it to others for these features. **What do you dislike about SuccessKPI?** it sometimes work slow **What problems is SuccessKPI solving and how is that benefiting you?** I use SuccessKPI to track my agents' adherence to schedules. It provides real-time status and accurate data, ensuring agents follow schedules, which helps in improving performance. ## SuccessKPI Discussions - [What is SuccessKPI Power Package used for?](https://www.g2.com/discussions/what-is-successkpi-power-package-used-for) - [What is SuccessKPI BI and Analytics Package used for?](https://www.g2.com/discussions/successkpi-bi-and-analytics-package-what-is-successkpi-bi-and-analytics-package-used-for) - [What is SuccessKPI BI and Analytics Package used for?](https://www.g2.com/discussions/what-is-successkpi-bi-and-analytics-package-used-for) - [View SuccessKPI pricing details and edition comparison](https://www.g2.com/products/successkpi/reviews?section=pricing&secure%5Bexpires_at%5D=2026-05-15+19%3A50%3A49+-0500&secure%5Bsession_id%5D=5deff937-a31d-48a6-a015-e44adea6f251&secure%5Btoken%5D=2bcc4a05ae329c0b106557aea5db1140b66d949bf2326eba075a48a539ecf196&format=llm_user) ## SuccessKPI Integrations - [Agentforce Sales (formerly Salesforce Sales Cloud)](https://www.g2.com/products/agentforce-sales-formerly-salesforce-sales-cloud/reviews) - [Alvaria CXP](https://www.g2.com/products/alvaria-cxp/reviews) - [Alvaria Engagement Analytics](https://www.g2.com/products/alvaria-engagement-analytics/reviews) - [Alvaria Intelligence Platform](https://www.g2.com/products/alvaria-intelligence-platform/reviews) - [Amazon Connect](https://www.g2.com/products/amazon-connect/reviews) - [CARES Call Center](https://www.g2.com/products/cares-call-center/reviews) - [Five9 Intelligent Cloud Contact Center Platform](https://www.g2.com/products/five9-intelligent-cloud-contact-center-platform/reviews) - [Genesys Cloud CX](https://www.g2.com/products/genesys-cloud-cx/reviews) - [NICE Workforce Management](https://www.g2.com/products/nice-workforce-management/reviews) - [Talkdesk](https://www.g2.com/products/talkdesk/reviews) - [Zoom Contact Center](https://www.g2.com/products/zoom-contact-center/reviews) ## SuccessKPI Features **Quality Assurance** - Evaluation - Calibration - Reports **Workforce Management** - Agent Availability - Skills Management - Shift Scheduling - Agent Self-Service - Mobile Access **Generative AI** - AI Text Summarization **Agentic AI - Genesys AppFoundry Marketplace** - Autonomous Task Execution - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Engagement** - Feedback - Dashboards - Training **Administration** - Automation - Performance Analysis - Dashboards - Forecasting - Intraday Management **Performance** - Integrations - Compliance **Generative AI** - AI Text Generation - AI Text Summarization ## Top SuccessKPI Alternatives - [Balto](https://www.g2.com/products/balto/reviews) - 4.8/5.0 (576 reviews) - [Talkdesk](https://www.g2.com/products/talkdesk/reviews) - 4.4/5.0 (2,423 reviews) - [JustCall](https://www.g2.com/products/saas-labs-justcall/reviews) - 4.3/5.0 (2,352 reviews)