The Contact Center Has Plenty of Data. SuccessKPI Wants It to Make a Decision.
SuccessKPI built its business around a stubborn enterprise problem: customer conversations generate mountains of evidence, but too little action. Its platform connects the listening, scoring, coaching and staffing work that contact centers usually handle in separate systems.
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On the SuccessKPI team
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Recent updatesTimeline
Company historyContact-center veterans establish the company around a cloud-native insight-and-action platform.
The company reports tenfold revenue growth and more than 200% customer growth during the year.
Banneker Partners becomes the sole investor in SuccessKPI's first disclosed external funding round.
SuccessKPI is named a leader in Frost & Sullivan's Workforce Optimization Radar.
SuccessKPI and ConnectGen introduce a package designed to reduce small Amazon Connect deployments from months to days.
The company earns Stevie recognition, reports strong growth and launches connectivity monitoring for distributed agents.
SuccessKPI adds Webex integration, expands international leadership and frames WEM as governance for both human and AI agents.
Product History
What shipped, and whenBusiness Intelligence and Contact Center Insights
Real-time and historical dashboards, reporting, data blending and drill-down analysis across contact-center and enterprise systems.
Speech and Text Analytics
AI-assisted transcription, sentiment, intent, topic and pattern analysis across voice and digital interactions in multiple languages.
Quality Management and Auto-QM
Evaluation workflows, automated scoring, compliance monitoring and an evaluation copilot designed to expand review coverage.
Agent Assist
Real-time guidance, knowledge retrieval, call summaries and contextual recommendations for customer-service agents.
Workforce Management
AI-assisted forecasting, scheduling, intraday changes, adherence monitoring and performance analysis.
Playbook Builder
A patented no-code workflow layer that turns detected conditions into alerts, coaching plans, summaries and other operational actions.
Last-Mile Connectivity
Monitoring for agent devices, networks, headsets and work environments to identify edge problems before they disrupt service.
FAQs
Frequently askedWhat does SuccessKPI do?
It provides cloud software for contact-center analytics, speech and text intelligence, quality management, workforce management, agent assistance and workflow automation.
Who uses SuccessKPI?
Enterprise and government contact centers use it across operations, quality, compliance, workforce planning, coaching and executive reporting.
How is SuccessKPI different from a standard contact-center dashboard?
It combines a CCaaS-neutral data and analytics layer with automation that can trigger alerts, coaching, summaries and other actions from detected conditions.
How much funding has SuccessKPI raised?
The company disclosed a $33 million strategic investment from Banneker Partners in January 2022.
Where is SuccessKPI based?
SuccessKPI is based in Fairfax County, Virginia, in the United States.