Sold by: SuccessKPI, IncÂ
Deployed on AWS
Vendor Insights
SuccessKPI Contact Center Intelligence is a pure SaaS analytics platform for CCaaS performance management. This rich BI tool helps users improve operational insight and business outcomes through the AI driven Playbook Builder. Get started in minutes and transform performance with actionable analytics.
Overview
SuccessKPI is a revolutionary on-demand experience analytics software provider enabling organizations to utilize artificial intelligence and automation to improve business outcomes and transform customer experiences. SuccessKPI's insight and action platform remove the obstacles that agents, managers, and executives encounter in delivering exceptional customer service. SuccessKPI is trusted by some of the world's largest government, BPO, financial, healthcare, and technology contact centers in the United States, Europe, and Latin America.
Pure SaaS platform for real-time and historical reports, dashboards, and analytics for IVR, ACD, text, social, and recordings for multiple platforms including Amazon Connect, Genesys Cloud, UJET, USAN, Talkdesk, Aspect, Five9, T-metrics, Amazon Connect, and others. The platform provides fully integrated and end-to-end reporting for the entire contact center operation including speech and text analytics, quality monitoring, and performance reporting. Fully built & deployed as a native AWS cloud application, the platform takes you beyond reporting to build playbooks to take action on critical metrics such as churn reduction, cross-sell, and compliance scripting. The tool empowers customers to drive business outcomes through actionable contact center analytics.
SuccessKPI provides out-of-the-box integration with a full suite of enterprise-grade Business Intelligence capabilities that powers standard and custom reports and dashboards accessible to all levels of users. This AI-driven platform can convert call recordings into text and extract sentiments, brands, events, topics, and meaning and blend this rich data with IVR, ACD, and Business metadata from CRM systems to realize a 360-degree view of the contact center.
SuccessKPI enterprise security policies and procedures meet the highest industry standards and are audited and certified regularly in accordance with leading security and operational performance standards including PCI, SOC2, HIPAA, ISO27001, GDPR, CCPA, LGPD, and more.
Highlights
- IVR & ACD Analytics with BI: IVR, ACD reports along with assessing customer sentiments and identify potential topics of interest, sensitive information redaction and out of the box analytics for IVRs, ACDs, speech, text, CRMs, quality monitoring, and blend it with your business datasets
- Speech & Text Analytics with Playbooks: Download pre-built playbooks from the library or customize with your own topics, key phrases, scoring strategies to drive specific business performance outcomes. Out of the box libraries are ready to go with scripts for churn, upsell, security, compliance and many more.
- Redaction & Call to Actions: Trigger automatic actions from AI driven findings such as sending SMS and Email notifications or drive robotic process automation by invoking Lambda functions, call RESTful APIs or adding to evaluation queues for Quality Monitoring.
Details
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Delivery method
Deployed on AWS
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ISO27001
GDPR
PCIDSS
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Pricing
Pricing is based on the duration and terms of your contract with the vendor, and additional usage. You pay upfront or in installments according to your contract terms with the vendor. This entitles you to a specified quantity of use for the contract duration. Usage-based pricing is in effect for overages or additional usage not covered in the contract. These charges are applied on top of the contract price. If you choose not to renew or replace your contract before the contract end date, access to your entitlements will expire.
Additional AWS infrastructure costs may apply. Use the AWS Pricing Calculator to estimate your infrastructure costs.
Dimension | Description | Cost/month | Overage cost |
|---|---|---|---|
Realtime | Real-time Reports and Dashboards | $15.00 | |
Historical | Real-time & Historical Reports and Dashboards | $15.00 | |
QualityMonitoring | Evaluate & Scoring through Quality Monitoring | $15.00 | |
SpeechAnalytics | Speech & Text Analytics and Quality Monitoring | $30.00 | |
PowerPackage | Real-time, Historical, Speech Analytics, QM | $45.00 | |
BI and QM Package | Real-time, Historical and QM | $30.00 | |
BI-QM Package | BI and Reporting Package with Historical and QM | $30.00 | |
Speak Sense | 1400 Hours per Month for Speak Sense Transcription. | $1,000.00 | |
Agent Assist | SuccessKPI Agent Assist delivers real-time agent assistance using realtime transcription, sentiment analysis, topic detection and assisting agents with target guidance scripts. It does not include GenAI. | $10.00 | - |
GenAI | SuccessKPI generative AI package allows customers to access its AI/genAI capabilities like Deep prompt, Auto scoring and topic miner. | $10.00 | - |
Dimension | Cost/unit |
|---|---|
Professional Service per hour | $275.00 |
Quickstart Onboarding Package 1 | $4,950.00 |
Quickstart Onboarding Package 2 | $9,950.00 |
Quickstart Onboarding Package 3 | $24,950.00 |
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Delivery details
Software as a Service (SaaS)
SaaS delivers cloud-based software applications directly to customers over the internet. You can access these applications through a subscription model. You will pay recurring monthly usage fees through your AWS bill, while AWS handles deployment and infrastructure management, ensuring scalability, reliability, and seamless integration with other AWS services.
Resources
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Support
Vendor support
24/7 support available with agreed SLAs support@successkpi.comÂ
AWS infrastructure support
AWS Support is a one-on-one, fast-response support channel that is staffed 24x7x365 with experienced and technical support engineers. The service helps customers of all sizes and technical abilities to successfully utilize the products and features provided by Amazon Web Services.
Updated weekly
By SuccessKPI, Inc
By TASKE Technology
By Khoros- Digital 1st Engagement Platform
Sentiment is AI generated from actual customer reviews on AWS and G2
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AI generated from product descriptions
Speech and Text Analytics
Advanced AI-driven platform capable of converting call recordings to text and extracting sentiments, brands, events, topics, and contextual meaning
Multi-Platform Integration
Native integration with multiple contact center platforms including Amazon Connect, Genesys Cloud, UJET, Talkdesk, and others
Real-Time Reporting
Comprehensive real-time and historical reporting across IVR, ACD, text, social, and recording channels with end-to-end contact center operational insights
Automated Action Triggers
AI-powered capability to trigger automatic actions like SMS notifications, email alerts, Lambda function invocations, and RESTful API calls based on analytics findings
Enterprise Security Compliance
Certified compliance with multiple security standards including PCI, SOC2, HIPAA, ISO27001, GDPR, CCPA, and LGPD
Real-Time Monitoring
Provides second-by-second tracking of contact center metrics across multiple channels with comprehensive performance visualization
Contact Flow Analysis
Enables detailed tracing of customer interaction paths through contact center, identifying routing patterns and potential service bottlenecks
Lex Bot Performance Evaluation
Analyzes Lex bot interactions by examining word usage, intent matching accuracy, and slot filling success rates
Omnichannel Interaction Tracking
Supports comprehensive monitoring and reporting across different communication channels with detailed performance metrics
Advanced Contact Search
Offers powerful visual search capabilities for contact records with cradle-to-grave representation of customer interactions
Omni-Channel Communication
Supports over 30 digital communication channels including voice, chat, messaging, social media, email, SMS, and third-party platforms
AI-Powered Engagement
Leverages patented AI, governance, orchestration, and automation tools for digital customer interactions
Community Management
Provides advanced tools for designing, managing, and integrating brand-owned digital communities with enterprise ecosystems
Contact Center Integration
Offers unified desktop experience blending voice, synchronous chat, and asynchronous messaging with pre-built workflows
Social Media Governance
Includes robust compliance and reporting tools with single sign-on capabilities for comprehensive social media management
Validated by AWS Marketplace
FedRAMP
GDPR
HIPAA
ISO/IEC 27001
PCI DSS
SOC 2 Type 2
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