Bring Amazon contact center intelligence to life
Built on AWS:
pure cloud, pure SaaS
SuccessKPI is a powerful blend of technology, innovation, user-centered system design and many years of contact center experience - built on more than fifty AWS components.
Whether you are deploying on Amazon Connect, Genesys Cloud, Avaya, Cisco, or any of a hundred different contact center solutions, our pre-packaged pure SaaS, serverless application unleashes the real-time analytics and actions required to transform your customer experience and deliver radically improved business outcomes.
Drive business outcomes and cost reductions with real power
SuccessKPI integrates legacy analytics silos into one unified performance management and real-time action framework.
Call center analytics
- A full Business Intelligence and analytics layer is ready to import your contact center metadata for all channels
- Hundreds of prebuilt connects integrate 3rd party data (e.g. Salesforce.com, Microsoft Dynamics) with hundreds of pre-built connectors
- Manage data from IVR, ACD, email, chat, chatbot and other conversation sources
Speech and text analytics
- Transcribe conversations in more than a dozen languages
- Decode conversations at the Topic, Theme and Keyword level with Natural Language Understanding
- Gain a deep understanding of what agents and customers say and feel with Sentiment Analytics
Playbook Builder™ for real-time action
- Gain conversational understanding with Topics, Theme, and Sentiment Analytics
- Automate actions to drive real-time business outcomes
- Assist agents with real-time feedback on their customer conversations
Automated Quality Management
- Deploy automated machine scoring of customer conversations
- Evaluate and score agents and conversations with custom scorecards
- Empower agents with self-directed coaching tools
Fast and easy activation
Options to get started
Transformational AI and ML for the Business User
Your IT Team will love this platform
SuccessKPI is ready for activation in minutes with a tight, secure integration to leading cloud platforms. Your IT team can continue to focus on the needs of the business, while business users get to leverage the power of our easy to use interface immediately. Our pure SaaS, serverless infrastructure means that we can scale instantly from 50-5,000 users with the performance expected by your technology team.
Business users will love this platform
Your team can immediately get to work with machine scoring, topic analysis, sentiment detection and leveraging all of this new data in the BI layer. With SuccessKPI's pre-built reports, dashboards, and playbooks, your team starts with a set of working elements from which they can develop, grow, and apply their own ideas.
SuccessKPI makes complex things possible
The software is user friendly AND under the surface, contains hardcore components with the power to create complex visualizations, to drive complete machine scoring exercises, and to manage highly evolved speech and text analytics projects.
At Maximus, we are constantly looking for new ways to innovate and improve the Citizen Journey and contact center experience. With SuccessKPI, we were able to add AWS Contact Center Intelligence into our Genesys Cloud environment in a matter of hours and deliver a 360-degree view of the citizen experience. This program allowed us to deliver increased capacity, automated quality review, and agent compliance and performance improvements for government agencies - Tom Romeo, General Manager of Maximus
I have been in contact centers for a little over 20 years this was my first experience with AI and ML technology. I’m an operations guy, I make sure we get the right answers at the right time out the door. 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
SuccessKPI enables us to achieve extraordinary levels of transcription accuracy. Their machine learning and automation tools allow us to deploy applications and POCs in a fraction of the time required by previous platforms.
- Carlos Leitao, Director, Services & Research & Development at Comunikime
The solution can be available to subscribe through AWS Marketplace
AWS Applied AI competency:
This designation recognizes that SuccessKPI has demonstrated deep experience and proven customer success building AI-powered solutions on AWS
Amazon Connect Technology Partner
Activate your instance and connect to the Amazon Connect environment from our control panel within minutes. Learn more about our advanced partner integration on the Amazon Technology Partner page