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SuccessKPI

Available through IT Raven

  • Contact Center and CX

SuccessKPI is a contact-center analytics platform that unifies contact-center data and analyzes every customer conversation to surface insights. It sits on top of a company's existing cloud contact center and brings the data together: real-time and historical metrics such as average handle time and agent performance across voice, chat, social and email, in one flexible data architecture with a business-intelligence layer. On top of that it runs speech and text analytics over all customer conversations, not a sample, with high transcription accuracy and the ability to detect specific phrases, silence and overtalk in many languages. More than 180 connectors pull in data from CRMs, databases and applications, and a BI tool builds custom reports and dashboards. The goal is to give agents, managers and executives the insight and automation to act on what the data shows. For a business that wants a single, deep view across its contact-center systems and conversations, SuccessKPI is an insight-and-action layer.

Best for

  • Contact centers that want one unified view of metrics and conversations across many channels and systems.
  • Organizations that want to analyze every customer conversation rather than a small sample.
  • Teams migrating or running a cloud contact center that need custom reporting, dashboards and quality scorecards.
  • Global operations that need speech and text analytics across many languages.

A very small support team with a single channel and simple reporting needs may not need a dedicated analytics platform.

What they offer

CX and Conversational AI. An insight-and-action platform that unifies real-time and historical contact-center metrics across voice, chat, social and email, runs speech and text analytics over all conversations with high transcription accuracy in many languages, pulls data from more than 180 connectors including CRMs, databases and applications, and provides a BI tool for custom reports, dashboards and quality scorecards, with automation to act on the findings.

Proof

A medical debt-collection company operating in a highly regulated space had been able to evaluate only 2 to 3 percent of its calls, and after adopting SuccessKPI's automated screening and analytics it evaluated 100 percent of calls.

A top US health system operating 30 hospitals across six states used SuccessKPI during a move to a new cloud contact center to replicate and enhance its prior reporting with clearly defined metrics, gaining 360-degree omnichannel visibility.

A benefits-administration company that runs tuition and student-loan assistance programs for employers stood up enterprise-grade contact-center analytics on SuccessKPI in under 40 hours, moving from spot checks to full visibility across its customer interactions.

Good to know

  • SuccessKPI works on top of your existing contact-center platform. Confirm it integrates with the systems and data sources you already use.
  • Analytics quality depends on transcription and configuration. Confirm language coverage and accuracy for the conversations you need to analyze.
  • Product names here are the company's own material.

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How buying works

The store is the easy part. Staying on the account is the job.

Anyone can show you logos. The reason to buy here is what happens on install night, and on the ticket you open nine months later.

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  2. 02

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  3. 03

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  4. 04

    We stay on your account

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