Sold by: SuccessKPI, Inc
Deployed on AWS
Vendor Insights
Contact Center Builder provides a simple way to launch an Amazon Connect contact center in less than a day, without the need for technical resources or complex scaffolding technology. This secure AWS-based cloud solution allows users to quickly configure and launch a simple 5-50 seat contact center (like a techical support Help Desk or small company customer service center) by filling out simple forms in a graphical wizard accessible through a web browser. The wizard leads users through configuration of a contact center, then launches everything needed for end-to-end Interactive Voice Response and Automatic Call Distribution and soft phone support for remote agents, with comprehensive analytics and Reporting capabilities built in.
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Overview
Contact Center Builder is a far easier way to deploy a full contact center solution that includes an IVR and an IVA chatbot for prompting callers and gathering intent an ACD for directing calls to the right agent queue a complete instance of Amazon Connect for handling calls and comprehensive reporting and dashboards to track the calls and measure agent performance. The solution comes from a partnership between two trusted Amazon partners. ConnectGen is a service delivery partner that offers deep expertise in setting up configuring and customizing Amazon Connect including a full managed services offering and a professional services team capable of building contact center solutions from the simple to the complex. SuccessKPI is an independent software vendor that offers a workforce engagement management platform that integrates out of the box with Amazon Connect to deliver comprehensive reporting and business intelligence capabilities speech and text analytics with automatic topic detection and sentiment analysis agent quality management and workforce management capabilities.
Historically it has not been easy to launch a contact center quickly and professional services teams that do the work are often busy with larger engagements and are not interested in taking on small projects. Contact Center Builder provides the solution. It guides the user through a simple setup wizard in their web browser to gather requirements. It then completes the setup of an interactive voice response system and interactive virtual agent chat bot for prompting callers and assessing intent. It also provides an automatic call distribution feature for directing calls to the right agent queue and a complete instance of Amazon Connect for handling calls and comprehensive reporting and pre-built dashboards to track the calls and measure agent performance. It also can connect the contact center to major customer relationship management systems such as Salesforce and Zendesk.
Pricing is based on an initial offering of anywhere from 1 to 20 agents, with options to increase beyond 20 agents if you need to. There are just two simple components: A one time activation fee of $28,500 includes the initial setup using the Contact Center Builder wizard, with 40 hours of professional services included in case you need to customize the contact center for your specific needs. Then, an annual license fee of $24,000 includes the SuccessKPI reporting platform and managed services to help you keep your contact center running perfectly, with 10 hours of professional services included each month, and a HelpDesk you can call if you need help or need to make a configuration change.
Highlights
- Configure your contact center with Queues, Agents, Chat & Voice Bot, CRM integration, and advanced reporting and pre-built dashboards in hours vs weeks without any technical skills requirement.
- Simple pricing model and comprehensive all-in-one solution eliminates the complexity of setting up and managing a contact center.
- Optional professional services and managed services offerings can further remove the burden of building and managing your contact center.
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Pricing is based on the duration and terms of your contract with the vendor, and additional usage. You pay upfront or in installments according to your contract terms with the vendor. This entitles you to a specified quantity of use for the contract duration. Usage-based pricing is in effect for overages or additional usage not covered in the contract. These charges are applied on top of the contract price. If you choose not to renew or replace your contract before the contract end date, access to your entitlements will expire.
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Dimension | Description | Cost/12 months | Overage cost |
|---|---|---|---|
Annual Subscription Fee | Annual Subscription fee includes managed services of contact center for up to 20 agents and SuccessKPI's BI and Analytics Platform. This includes one time activation fee with initial set up of contact center and 40 hours of professional services. | $52,500.00 | |
Hosting Fee, includes AWS services | Services will initially be hosted by ConnectGen. Fee includes AWS services needed to operate Contact Center Solution in AWS environment for up to 20 agents. | $28,800.00 |
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Delivery details
Software as a Service (SaaS)
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Support
Vendor support
Included in the onboarding configuration fee is 40 hours of professional services work to handle any customizations needed, including changes to the prompting or queues from what is available out of the box through the wizard. Additional professional services hours and an optional managed services offering are available to be scoped separately upon request.
For additional support, please contact us at +1-866-676-0445, sales@successkpi.com or
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AWS Support is a one-on-one, fast-response support channel that is staffed 24x7x365 with experienced and technical support engineers. The service helps customers of all sizes and technical abilities to successfully utilize the products and features provided by Amazon Web Services.
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Customer reviews
Terry Lang
Balanced scorecards have transformed daily agent self-management and improved quality bonuses
Reviewed on Feb 11, 2026
Review from a verified AWS customer
What is our primary use case?
We use Amazon Connect as our telephony system, and it does not come with a native statistics tool, so we use SuccessKPI's data and analytics platform to surface our Amazon Connect data streams.
SuccessKPI helps us with our Amazon Connect data by allowing us to take our speech analytics, our basic call center data such as handle time and after-call work time, as well as our quality management where we measure call quality, and surface all of those into an easy-to-read balanced scorecard that is delivered to my agent's desktop.
We have recently started using SuccessKPI's workforce management tool that is guided by AI predictive call flows, and we are also in the process of implementing their artificial intelligence agent assist tool.
I use SuccessKPI's workforce management system, and we do not integrate our other tools other than the Amazon Connect telephony system.
What is most valuable?
The best features of SuccessKPI are being able to use your base call center data and import other data from other sources easily to combine all of those into the business analytics tool, and it surfaces these in basic reports, dashboards, dossiers, graphs, and charts; there are dozens of different ways that you can surface that data.
SuccessKPI has impacted my organization positively by allowing my agents to guide their own quality and manage their quality on a daily basis based upon the feedback that the system is giving them, and we have become so reliant on it that we actually use that report as the foundation for the quarterly quality bonus that my agents have, so they are able to manage and monitor their progress towards their quarterly quality bonus based on the statistics that we surface.
One of the key things that we have seen is that our agents, especially our newer agents, are able to monitor their progress as they become more proficient with the different policies, procedures, and processes that our clients require on the telephone, and they can see that as it is surfaced in their balanced scorecard on a daily basis.
What needs improvement?
The ability to use the data and analytics tool with SuccessKPI can be a bit cumbersome to learn at first if you do not have a background in using any business intelligence tools, but once you learn it, it is a very robust tool.
For how long have I used the solution?
I have been using SuccessKPI since it first came to the market in 2021.
What do I think about the scalability of the solution?
SuccessKPI's scalability is excellent; since it is integrated with Amazon Connect, it takes all of our agents from the Amazon Connect instance and easily imports them into the system.
How are customer service and support?
The customer support from SuccessKPI is phenomenal; I have worked with several team members.
How would you rate customer service and support?
Positive
How was the initial setup?
The initial setup of SuccessKPI was very easy; once you have an Amazon Connect instance established, they are very easy to work with and able to integrate that in very easily.
What other advice do I have?
SuccessKPI is deployed in my organization as a private cloud deployment.
SuccessKPI is deployed in the Amazon Web Services, the AWS ecosphere.
I purchased SuccessKPI through the AWS Marketplace.
The most important factors in my decision to choose SuccessKPI over other solutions were that I wanted someone who would help me deploy a tool that is going to help my agents be successful, and we needed to have more robust data and a tool that would allow us to do that easily.
SuccessKPI has a very complete monthly release schedule, and they put out a comprehensive document as well as a narrated video of what the upcoming changes will include, and these changes are also found on their website.
My advice to others looking into using SuccessKPI is to understand that this product is not specific to any CCaaS or cloud-based customer service tool; this can be integrated onto any tool, and they do have some preferred partners such as Genesys, NICE, Zoom, and Amazon Connect, but this can be integrated onto the back of any CCaaS service.
I have worked with everyone in the SuccessKPI organization from their CEO down in some regard over the past four years as that company has grown, and they are an invaluable asset as far as the success of my agents; we only have twenty agents at our place, so this is an extremely robust tool that is very cost-effective even for small call centers, but scales up to thousands of agents very easily as well.
I rate this product ten out of ten.