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
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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.
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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.
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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.
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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.
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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.
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:
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Broad platform that combines analytics, conversation intelligence, quality monitoring, and workforce management in one system.
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Published pricing gives buyers more clarity than many enterprise contact center vendors.
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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
Last edited
March 23, 2026 at 7:45 AM by Venkatraman C
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