--- 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 & Product Details Visit Website 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. * * * Product Website SuccessKPI Seller [SuccessKPI](https://www.g2.com/sellers/successkpi) Discussions [SuccessKPI Community](https://www.g2.com/products/successkpi/discuss) Languages Supported German, English, French, Italian, Japanese, Korean, Dutch, Polish, Portuguese, Spanish Solution Type All-in-One Overview by Amy Abascal Show More ## Pricing Pricing provided by SuccessKPI. ### BI & Analytics Starting at $15.00 1 Agent Per Month [ View More Pricing Information ](https://www.g2.com/products/successkpi/pricing) ## SuccessKPI Integrations (11) What do users say about integrations? Verified by SuccessKPI [ ![Product Avatar Image](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Product Avatar Image") Agentforce Sales (formerly Salesforce Sales Cloud) ](https://www.g2.com/products/agentforce-sales-formerly-salesforce-sales-cloud/reviews)[ ![Product Avatar Image](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Product Avatar Image") Alvaria CXP ](https://www.g2.com/products/alvaria-cxp/reviews)[ ![Product Avatar Image](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Product Avatar Image") Alvaria Engagement Analytics ](https://www.g2.com/products/alvaria-engagement-analytics/reviews)[ ![Product Avatar Image](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Product Avatar Image") Alvaria Intelligence Platform ](https://www.g2.com/products/alvaria-intelligence-platform/reviews)[ ![Product Avatar Image](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Product Avatar Image") Amazon Connect ](https://www.g2.com/products/amazon-connect/reviews)[ ![Product Avatar Image](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Product Avatar Image") CARES Call Center ](https://www.g2.com/products/cares-call-center/reviews)[ ![Product Avatar Image](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Product Avatar Image") Five9 Intelligent Cloud Contact Center Platform ](https://www.g2.com/products/five9-intelligent-cloud-contact-center-platform/reviews)[ ![Product Avatar Image](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Product Avatar Image") Genesys Cloud CX ](https://www.g2.com/products/genesys-cloud-cx/reviews)[ ![Product Avatar Image](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Product Avatar Image") NICE Workforce Management ](https://www.g2.com/products/nice-workforce-management/reviews)[ ![Product Avatar Image](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Product Avatar Image") Talkdesk ](https://www.g2.com/products/talkdesk/reviews)[ ![Product Avatar Image](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Product Avatar Image") Zoom Contact Center ](https://www.g2.com/products/zoom-contact-center/reviews) Show More ![Salina B.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Salina B.") SB Salina B. Manager of Crisis Services & Operations Mid-Market (51-1000 emp.) 4/16/2026 "Accessible, Game-Changing Data with Powerful Hidden Analytics Features" 4/5 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. Review collected by and hosted on G2.com. 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. Review collected by and hosted on G2.com. 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. Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerIncentivizedSource: Seller invite ![Kelly Daiane d.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Kelly Daiane d.") KD Kelly Daiane d. Analista de Qualidade e Melhoria Contínua Sr Enterprise (\> 1000 emp.) 3/31/2026 "Excellent transcription and AI monitoring for more accurate analyses" 4.5/5 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. Review collected by and hosted on G2.com. 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. Review collected by and hosted on G2.com. 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. Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerIncentivizedSource: Seller inviteAI Translated JD Jonalyn Mariz d. Operations Manager Small-Business (50 or fewer emp.) 4/9/2026 "Real-Time Monitoring with Gold Standard Features" 5/5 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. Review collected by and hosted on G2.com. 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. Review collected by and hosted on G2.com. 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. Review collected by and hosted on G2.com. Show More 4/10/2026 Current UserValidated ReviewerIncentivizedSource: Seller invite HO Hideki O. Operations Specialist Mid-Market (51-1000 emp.) 4/9/2026 "Helpful Out-of-the-Box Reports and Expert Support That Guide Better Decisions" 4/5 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. Review collected by and hosted on G2.com. 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. Review collected by and hosted on G2.com. 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. Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerIncentivizedSource: Seller invite ![Terry L.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Terry L.") TL Terry L. Director, Customer Experience Small-Business (50 or fewer emp.) 3/5/2026 "Seamless Implementation and Powerful Data Insights with a True Business Partner - SuccessKPI" 5/5 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. Review collected by and hosted on G2.com. 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. Review collected by and hosted on G2.com. 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. Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerIncentivizedSource: Seller invite AD Ayla Mariel D. Operations Supervisor Small-Business (50 or fewer emp.) 4/30/2026 "SuccessKPI Centralizes Real-Time Agent Status and Saves Supervisors Time" 5/5 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. Review collected by and hosted on G2.com. 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. Review collected by and hosted on G2.com. 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. Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerIncentivizedSource: Seller invite AP Antony P. Cloud enginering Manger Enterprise (\> 1000 emp.) 5/1/2026 "Real-Time KPI Monitoring with Minor Setup Challenges" 4.5/5 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. Review collected by and hosted on G2.com. 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. Review collected by and hosted on G2.com. 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. Review collected by and hosted on G2.com. Show More Validated ReviewerIncentivizedSource: Seller invite KC Kathreen C. Mid-Market (51-1000 emp.) 4/28/2026 "Real-Time Monitoring with SuccessKPI Enhances Efficiency" 4.5/5 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. Review collected by and hosted on G2.com. 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. Review collected by and hosted on G2.com. 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. Review collected by and hosted on G2.com. Show More Validated ReviewerIncentivizedSource: Seller invite TH Taylor H. Supervisor Mid-Market (51-1000 emp.) 4/27/2026 "Empowers Agent Performance Tracking and Coaching" 5/5 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. Review collected by and hosted on G2.com. 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. Review collected by and hosted on G2.com. 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. Review collected by and hosted on G2.com. Show More Validated ReviewerIncentivizedSource: Seller invite ![Verified User in Higher Education](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User in Higher Education") UH Verified User in Higher Education Enterprise (\> 1000 emp.) 4/24/2026 "Easy Weekly Scheduling, but Performance Metrics Navigation Needs Simplifying" 3.5/5 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. Review collected by and hosted on G2.com. 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 Review collected by and hosted on G2.com. 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 Review collected by and hosted on G2.com. Show More 4/27/2026 Current UserValidated ReviewerIncentivizedSource: Seller invite ## Questions about SuccessKPI? Ask real users or explore answers from the community Get practical answers, real workflows, and honest pros and cons from the G2 community or share your insights. [ Ask about SuccessKPI ](https://www.g2.com/products/successkpi/discussions/new) GU Guest User What is SuccessKPI BI and Analytics Package used for? 0 Upvotes 0 [ Join the conversation ](https://www.g2.com/discussions/successkpi-bi-and-analytics-package-what-is-successkpi-bi-and-analytics-package-used-for) GU Guest User What is SuccessKPI Power Package used for? 0 Upvotes 0 [ Join the conversation ](https://www.g2.com/discussions/what-is-successkpi-power-package-used-for) [ View all Discussions ](https://www.g2.com/products/successkpi/discuss) ## Pricing Options Pricing provided by SuccessKPI. ### BI & Analytics Starting at $15.00 1 Agent Per Month ### Speech & Text + QM Starting at $30.00 1 Agent Per Month ### Power Starting at $45.00 1 Agent Per Month [ View More Pricing Information ](https://www.g2.com/products/successkpi/pricing) ##### ##### SuccessKPI Features Quality Assurance Evaluation Reports Performance Third-Party Integrations Administration Productivity Analysis Dashboards [ View More Features ](https://www.g2.com/products/successkpi/features) ## Top-Rated Alternatives [ ![Balto](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Balto") Balto 4.8/5(592) ](https://www.g2.com/products/balto/reviews) [ ![Talkdesk](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Talkdesk") Talkdesk 4.4/5(2,583) ](https://www.g2.com/products/talkdesk/reviews) [ ![JustCall](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "JustCall") JustCall 4.3/5(2,393) ](https://www.g2.com/products/saas-labs-justcall/reviews) [ View All Alternatives ](https://www.g2.com/products/successkpi/competitors/alternatives) ##### Categories on G2 [Contact Center Quality Assurance](https://www.g2.com/categories/contact-center-quality-assurance)[Contact Center Workforce](https://www.g2.com/categories/contact-center-workforce)[Speech Analytics](https://www.g2.com/categories/speech-analytics) [Contact Center Quality Assurance](https://www.g2.com/categories/contact-center-quality-assurance)[Contact Center Workforce](https://www.g2.com/categories/contact-center-workforce)[Speech Analytics](https://www.g2.com/categories/speech-analytics)[Genesys AppFoundry Marketplace](https://www.g2.com/categories/genesys-appfoundry-marketplace) [Show MoreShow Less](javascript:void(0);) ##### Explore More [Leading QMS solutions for software industry](https://www.g2.com/discussions/leading-qms-solutions-for-the-software-industry)[Is a paid hardware monitoring tool like PRTG worth the licence cost for a small business?](https://www.g2.com/discussions/is-a-paid-hardware-monitoring-tool-like-prtg-worth-the-licence-cost-for-a-small-business)[What is the best recruiting automation tool for high-volume hiring?](https://www.g2.com/discussions/what-is-the-best-recruiting-automation-tool-for-high-volume-hiring) [Which provider directory solutions support bulk import from multiple source systems simultaneously?](https://www.g2.com/discussions/which-provider-directory-solutions-support-bulk-import-from-multiple-source-systems-simultaneously)[What are the top employee engagement solutions?](https://www.g2.com/discussions/what-are-the-top-employee-engagement-solutions)[Which punch list solutions support mobile inspections at remote job sites without connectivity?](https://www.g2.com/discussions/which-punch-list-solutions-support-mobile-inspections-at-remote-job-sites-without-connectivity) [Show MoreShow Less](javascript:void(0);)