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 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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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 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 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. Review collected by and hosted on G2.com.

I had no negative experience. 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.

It's User friendly. However, one those have to know how the formulas work when trying to set up custom dossiers/reports. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

Sometimes I experience performance issues when I try to run historical data for more than one month. Review collected by and hosted on G2.com.

I like the highly knowledgeable implementation resources when using SuccessKPI. The initial setup was easy once we got the correct people involved. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

I like that the tool is very easy to use and has many features that help in the service processes. Review collected by and hosted on G2.com.

I believe that the tool is excellent, but what needs to improve is the level of the people who support it and take care of it on a daily basis. Review collected by and hosted on G2.com.