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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

I use SuccessKPI for call transcription and analysis and I find it very good at sentiment analysis. It can perform an assertive analysis related to intent and sentiment detection, which makes it easy to identify inappropriate behavior or communication during a service without needing to listen to the entire call. It is very practical and quick to identify if a call was ended due to an argument or disrespect. Review collected by and hosted on G2.com.

For WEM functionality, it didn't seem so efficient to me. Review collected by and hosted on G2.com.

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 Review collected by and hosted on G2.com.

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 Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. 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.

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. Review collected by and hosted on G2.com.

When reports get very large, the load time becomes excessively long, which is frustrating and noticeably impacts my overall satisfaction. Review collected by and hosted on G2.com.