--- title: SuccessKPI Reviews meta_title: 'SuccessKPI Reviews 2026: Details, Pricing, & Features | G2' meta_description: Filter 83 reviews by the users' company size, role or industry to find out how SuccessKPI works for a business like yours. aggregate_rating: rating_value: 4.3 review_count: 83 scale: '5' date_modified: '2026-08-09' parent_category: name: Call & Contact Center url: https://www.g2.com/categories/call-contact-center --- # SuccessKPI Reviews **Vendor:** SuccessKPI **Category:** [Speech Analytics Software](https://www.g2.com/categories/speech-analytics) **Average Rating:** 4.3/5.0 **Total Reviews:** 83 ## 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. 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. ### 2. 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. ### 3. Tedious Setup with Limited Reporting Efficiency **Rating:** 1.5/5.0 stars **Reviewed by:** Mark W. | Manager of Workforce Optimization, Mid-Market (51-1000 emp.) **Reviewed Date:** March 28, 2026 **What do you like best about SuccessKPI?** I appreciate that SuccessKPI helps us with reporting on chat and text metrics. It seems to work most of the time, which is reassuring. I use the reports the most. **What do you dislike about SuccessKPI?** It takes a lot of clicks to get to a report. It also leaves out intervals where there is no activity. The initial setup took more time than it should have. The reports can be confusing to set up. **What problems is SuccessKPI solving and how is that benefiting you?** I use SuccessKPI for reporting on chat and text. It helps us get to our chat and text metrics. ## 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?filters%5Bnps_score%5D%5B%5D=2§ion=pricing&secure%5Bexpires_at%5D=2026-08-13+20%3A05%3A20+-0500&secure%5Bsession_id%5D=20913076-c93e-4453-a516-2d0e82bdbf41&secure%5Btoken%5D=14ebb8a6f735f114677bbfd4ddd608bbceaa06b85e006af7020d5a6fd522b783&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 **Additional Functionality** - Call Reporting - Automatic Call Distribution - Call Whispering - Callback Scheduling - CRM - Call Tagging - Dashboard - Call Recording - Alerts/Escalation - AI Copilot - Call Transcription - Queue Management - Manual Dialer - Call Tracking - Auto-Dialer - Call Monitoring - Activity Tracking - Multi-Channel Communication - Contact Management - Sentiment Analysis - Progressive Dialer - Voice Recognition - Reporting/Analytics - Monitoring - IVR - Call Logging - Chatbot - Third-Party Integrations - Outbound Call Center - Interaction Tracking - Voice Mail - Call Routing - Automated Responses - API - Call Transfer - AI Summarization - Call Center Management - Inbound Call Center - Surveys & Feedback - Chat/Messaging - Predictive Dialer - Blended Call Center - Caller ID - Generative AI - Performance Management - Computer Telephony Integration - Call Scripting **Quality Assurance** - Evaluation - Calibration - Reports **Workforce Management** - Agent Availability - Skills Management - Shift Scheduling - Agent Self-Service - Mobile Access - Service Level Agreement (SLA) Management - Performance Management - Queue Management - Compliance Management - Customer Experience Management - Attendance Management - Employee Management - Time Off Management **Generative AI** - AI Text Summarization - Generative AI **Agentic AI - Genesys AppFoundry Marketplace** - Autonomous Task Execution - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Additional Functionality** - Live Chat - Call Transfer - Archiving & Retention - Call Center Management - Call Tagging - Call List Management - Real-Time Analytics - Queue Management - Real-Time Data - API - Real-Time Monitoring - CRM - Performance Metrics - Automatic Call Distribution - Activity Tracking - IVR - Event Triggered Actions - Third-Party Integrations - Scheduled Recording - Alerts/Notifications - Call Monitoring - File Transfer - Activity Dashboard - Call Reporting - Call Transcription - Campaign Management - Call Disposition - Computer Telephony Integration - Contact Management - Predictive Dialer - Voice Mail - Caller ID - Reporting & Statistics - Call Routing - Call Tracking - Recording - Auto-Dialer - Chat/Messaging - On-Demand Recording - Customizable Reports - Multi-Channel Communication - Conferencing - AI Copilot - Interaction Tracking - Predictive Analytics - Visual Analytics - Sales Trend Analysis - Audio Capture - Email Alerts - Tagging - Self-Service Search - Natural Language Processing - Surveys & Feedback - Automatic Transcription - Multi-Channel Management - Request Assignment - Speech-to-Text Analysis - Self Service Portal - Performance Management - Call Recording - Search/Filter - Sentiment Analysis - Compliance Management - Multi-Language - HIPAA Compliant - Data Security - Call Scripting - Customer Service Analytics - Quality Assurance - Customer Experience Management - Communication Management - Categorization/Grouping - Language Detection **Engagement** - Feedback - Dashboards - Training - Activity Dashboard **Administration** - Automation - Productivity Analysis - Dashboards - Labor Forecasting - Intraday Management - Quality Management **Additional Functionality** - Performance Metrics - Leave Tracking - Call Monitoring - AI Copilot - For Call Centers - Employee Time Tracking - Third-Party Integrations - Generative AI - Activity Monitoring - Reporting/Analytics - API - Call Recording - Approval Process Control - Skills Tracking - Activity Tracking - Variable Workforce - Employee Coaching Tools - Employee Database - Online Time Clock - Agent Interface **Performance** - Third-Party Integrations - Compliance **Generative AI** - AI Text Generation - AI Text Summarization - Call Routing - Generative AI **Additional Functionality** - Customer Journey Mapping - Employee Coaching Tools - Queue Management - Sentiment Analysis - Call Monitoring - Quality Management - Customer Surveys - Agent Interface - Knowledge Base Management - Collaboration Tools - Leaderboards - Employee Reward Programs - Workforce Management - Reporting/Analytics - Customer Experience Management - Predictive Dialer - Video Conferencing - Multi-Channel Communication - KPI Monitoring - AI Copilot - Feedback Management - IVR - Contact Management - Multiple Scoring Models - Real-Time Updates - Interaction Tracking - Call Recording - AI/Machine Learning - Screen Recording - Workflow Automation ## Top SuccessKPI Alternatives - [Balto](https://www.g2.com/products/balto/reviews) - 4.8/5.0 (581 reviews) - [Talkdesk](https://www.g2.com/products/talkdesk/reviews) - 4.4/5.0 (2,488 reviews) - [JustCall](https://www.g2.com/products/saas-labs-justcall/reviews) - 4.3/5.0 (2,364 reviews)