SuccessKPI + Amazon Connect  

Amazon Connect

Do More With Your Data.

Take your contact center to the next level with SuccessKPI for Amazon Connect.

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Insight & Action for Amazon Connect

  • Leverage powerful business intelligence—designed for business users—to unlock data and turn it to insights
  • Activate SuccessKPI in minutes with pre-built Amazon Connect integration
  • Get a single source of truth on CX data by bringing rich datasets together with 180+ out-of-the-box connectors
  • Send automated actions in real-time during a conversation, after the conversation, or based on call sentiment, keywords, themes, or metrics.
  • Drive operational efficiencies, improve customer experience and agent satisfaction

White Paper: Insight & Action for Amazon Connect

See how you can take your Amazon Connect performance to the next level.

Download White Paper

Unlock Capabilities

Get Advanced Insight into Cases

  • Leverage advanced reporting to understand and take action on case management performance
  • Quickly identify optimization opportunities with full journey visibility
  • Keep tabs on time to resolution, case interactions and updates, current case durations, and other key metrics to help identify opportunities for improvements

Improve Campaigns

  • Get better insights into outbound campaigns with journey events and attempt details
  • Optimize your outbound engagement strategy with motions that resonate
  • Leverage insight on event types, attempt status, journey results, channel type, opt out status, device detail and geography to improve touchpoint effectiveness and customer experience

Optimize Customer Experience and Agent Routing

  • Contact flow analytics give insights into your customers journey within a contact flow/IVR application.
  • See how customers transition through and perform in contact flows
  • Identify where IVR causes drop-offs or friction
  • Optimize flows and routing to improve experience and outcomes

Leverage AI to monitor and improve conversation outcomes

  • Get insights into the performance of your Amazon Lex conversations
  • Identify where to optimize your conversations to achieve better results such as higher rates of containment, reduced agent transfers or agent assisted calls.

Trusted by Leading Companies

“Bringing SuccessKPI on board was one of the easiest implementations I have experienced. On day 1, we were able to start listening and scoring calls. It was as if someone turned the data lights on for Edcor.” — Terry Lang, Director of CX at Edcor

Maximus

“At Maximus, we are constantly looking for new ways to innovate and improve the Citizen Journey and contact center experience. SuccessKPI allowed us to deliver increased capacity, automated quality review, and agent compliance and performance improvements for government agencies.”

Secure

Automatic PII Redactions, Built-in Risk-Mitigation Features

Compliant

Third party certified PCI, SOC2, HIPAA, GDPR, CCPA, LGPD compliant

Reliable

100% Uptime

Fast

Set-up in minutes

Scalable

1000, 10,000 or 100,000+ agents

Key Features

Outcome driven library of playbooks

Real-time and historical dashboards for IVR and ACD

AI-driven speech and text analytics

Roles and permissions for access control

Redact sensitive information

Quality monitoring & coaching

globe

Geographies Served – Global

Pay as you go pricing model

Customer Experience

Real-time Agent Guidance

See SuccessKPI in Action
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