Together, along with the roadmap for 2024, these AI-powered features make SuccessKPI an early leader in applying artificial intelligence to contact center performance optimization and cloud migration.
In the coming months, SuccessKPI plans to introduce a full range of generative AI capabilities that will help diagnose true customer intentions behind the topics and words they use as well as intelligently recap customer interactions to streamline contact center agent work and increase productivity.
Generative AI can be a powerful accelerant to human work. According to McKinsey, GenAI can increase worker productivity up to 45% in customer care functions.
However, there are risks associated with GenAI – as exposed by a number of leading university researchers – if not properly managed. That is why SuccessKPI applies stringent parameters and protocols to safeguard consumer and business data and introduces new AI-powered functionality only after exhaustive testing, data control mapping, PII controls and a successful proof of concept exercises with third party validation.
SuccessKPI is built for long term growth with a serverless architecture powered by more than 40 Amazon Web Service Platform as a Service components. In addition to its native data elements, SuccessKPI offers more than a dozen “no code” CCaaS and CRM adaptors, hundreds of out of the box system connectors, and the power of data pipe configuration wizards for additional integrations required to assemble a complete picture of the enterprise customer experience.
SuccessKPI is compatible with an industry-leading portfolio of partners including top CCaaS providers such as Genesys, Zoom, Amazon Connect, Five9, TalkDesk, and more. Frost & Sullivan recently named SuccessKPI a leader in their Workforce Optimization Radar™, noting the comprehensive partner ecosystem and secure operating model.