SuccessKPI

SuccessKPI is a cloud native contact center analytics and workforce engagement platform with AI powered insights, speech and text analytics, quality monitoring, and workforce management.

About SuccessKPI

SuccessKPI is a cloud native insight and action platform built for enterprise contact centers. The platform combines AI, analytics, and automation to help organizations improve customer experience, agent performance, and operational outcomes. It is positioned as a workforce engagement and contact center intelligence solution with capabilities across analytics, speech and text analysis, quality monitoring, agent empowerment, and workforce management.

The product is designed to unify CX and EX data, surface insights across the customer journey, and turn those insights into action from agents to executives. SuccessKPI highlights a unified data layer, more than 50 ready to use dashboards and reports, and pre built integrations to contact center and business systems.

SuccessKPI also offers specialized capabilities for analyzing customer conversations and modernizing quality operations. Its speech and text analytics engine is designed to analyze 100% of conversations across channels, while its quality management features support automated call selection, configurable evaluation forms, and AI powered scoring workflows.

Key Features

Unified Analytics: Brings contact center data together in one cloud native insight and action platform.
Speech And Text Analytics: Analyzes customer interactions with AI powered speech, text, sentiment, topic, and theme detection.
Quality Monitoring: Supports automated call selection, evaluation workflows, and AI powered scoring to improve quality operations.
Workforce Management: Provides forecasting, staffing, scheduling, and real time monitoring for contact center teams.
Playbook Builder: Helps teams automate actions based on insights and workflow triggers inside the platform.
Prebuilt Connectors: Connects with major contact center platforms and over 100 out of box business app data connectors.

Pricing

BI & Analytics: $15 per agent/month plus $0.01/minute of transcription Includes realtime reports, historical reports, data connectors, data discovery, and BI platform. Workforce Management can be added for $20 per agent/month and Quality Monitoring for $10 per agent/month.
Speech & Text + QM: $30 per agent/month plus $0.012/minute of transcription Includes data connectors, data discovery, BI platform, speech and text analytics, Playbook Builder™, and quality monitoring. Workforce Management can be added for $20 per agent/month.
Power: $45 per agent/month plus $0.012/minute of transcription Includes analytics, speech and text analytics, Playbook Builder™, and quality monitoring. GenAI Package can be added for $10 per agent/month and Workforce Management for $20 per agent/month.
Empower: $60 per agent/month plus $0.012/minute of transcription Includes analytics, speech and text analytics, Playbook Builder™, quality monitoring, agent assist, agent level access, task automation, and GenAI Package. Workforce Management can be added for $20 per agent/month.
Usage Based Plans: Per minute pricing is also published for BI & Analytics, Speech & Text + QM, Power, and Empower. SuccessKPI notes that all plans reflect prepaid annual commitment and custom plans are available through sales.

Pricing last updated: September 19, 2026 at 12:00 AM

Use Cases

Monitor contact center performance with unified dashboards and reports.
Analyze customer conversations for sentiment, topics, trends, and anomalies.
Modernize quality management with automated call selection and AI powered evaluations.
Improve staffing and scheduling with AI powered forecasting and workforce management.

Pros & Cons

Pros:

Broad platform that combines analytics, conversation intelligence, quality monitoring, and workforce management in one system.
Published pricing gives buyers more clarity than many enterprise contact center vendors.
Supports major contact center platforms and over 100 out of box business app connectors.

Cons:

Enterprise focused platform may be more than smaller teams need.
Transcription based charges and add on modules can increase total cost depending on usage and deployment scope.

Integrations

Amazon Connect, Genesys Cloud, Avaya, Cisco, Salesforce, SurveyMonkey, Microsoft Dynamics, Workday, ServiceNow, Twilio, Talkdesk, Five9, UJET, LiveVox

FAQ

What is SuccessKPI used for?

SuccessKPI is used to help contact centers unify operational data, analyze customer interactions, monitor quality, and turn insights into action using AI, analytics, and automation.

Is SuccessKPI a workforce engagement platform?

Yes. SuccessKPI describes itself as a cloud native workforce engagement management platform for contact centers with analytics, quality monitoring, agent empowerment, and workforce management capabilities.

Does SuccessKPI offer speech and text analytics?

Yes. SuccessKPI offers AI powered speech and text analytics that analyze customer interactions across channels and detect sentiment, topics, themes, moments, and custom phrases.

Can SuccessKPI analyze all conversations?

SuccessKPI states that its speech and text analytics can analyze 100% of conversations and process millions of interactions across channels.

Does SuccessKPI support quality monitoring?

Yes. The platform includes quality monitoring tools for smart call selection, evaluation workflows, configurable forms, and AI powered scoring.

What pricing plans does SuccessKPI publish?

SuccessKPI publishes BI & Analytics, Speech & Text + QM, Power, and Empower plans, with both per agent monthly pricing and per minute pricing models.

Does SuccessKPI integrate with contact center platforms?

Yes. SuccessKPI states that it works with platforms such as Amazon Connect, Genesys Cloud, Avaya, Cisco, and other contact center solutions.

What business app integrations does SuccessKPI mention?

SuccessKPI says it offers over 100 out of box data connectors and specifically mentions integrations with Salesforce, SurveyMonkey, Microsoft Dynamics, Workday, and ServiceNow.

Categories:

Contact Center Analytics Software Customer Experience Software