Sold by: SuccessKPI, Inc
Deployed on AWS
Vendor Insights
SuccessKPIs is a pure SaaS speech & text analytics platform. Supports 100+ languages and easy to use tool to create topics, detect sentiment and blend speech analytics data with rest of contact center data in a rich BI tool. Customers can get started in minutes and transform performance with actionable analytics
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Overview
Pure SaaS platform for speech & text analytics for social media, email, audio recording, chat or any kind of un-structured data. Fully built & deployed as a native AWS cloud application, the platform takes you beyond reporting to build playbooks to take action on key business drivers such as churn reduction, cross sell, and compliance scripting. The tool empowers customers to drive business outcomes through actionable text analytics.
SuccessKPIs provides out of the box integration with a full suite of enterprise grade Business Intelligence capabilities which powers standard and custom reports and dashboards accessible to all levels of users. This AI-driven platform can extract sentiments, locations, product mentions, brands, events, competitive threats, specific topic detection, key phrases and blend this rich data with other Business metadata to realize a 360 degree view of the business.
Highlights
- Text Analytics with BI: Assessing customer sentiments and identify potential topics of interest as they arise, sensitive information redaction, custom dictionary and out of the box analytics for your un-structured text data and blend it with your business datasets. Create your custom visualizations and then subscribe for a copy or get alerted on specific metrics.
- Playbooks: Download pre-built playbooks from the library or customize with your own topics, key phrases, scoring strategies to drive specific business performance outcomes. Out of the box libraries are ready to go with scripts for churn, up-sell, security, compliance and many more.
- Call to Action: Trigger automatic actions from AI driven findings such as sending SMS and Email notifications or drive robotic process automation by invoking Lambda functions, call RESTful APIs or adding to evaluation queues for Quality Analyst.
Details
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Deployed on AWS
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Pricing
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/month | Overage cost |
|---|---|---|---|
textAnalytics | SuccessKPI Speech and Text Analytics with Playbooks and Integrated BI Platform. Transcribe in multiple languages, leverage our ML, AI, and NLU tools to comprehend, and understand conversations. Sentiment analysis tools allow you to categorize calls. Topic, playbooks, themes and metrics can be combined to run active playbooks to take action on the data in your contact center. All components feed into the robust BI layer to enable complex reporting and analytics on transcribed and analyzed conversations. Redaction and Custom Dictionary are Included. | $30.00 | |
voiceAnalytics | 380 hours per Month for voice analytics | $30.00 | |
Speech And Text Analytics | SuccessKPI Speech and Text Analytics with Playbooks and Integrated BI Platform. Transcribe in multiple languages, leverage our ML, AI, and NLU tools to comprehend, and understand conversations. Sentiment analysis tools allow you to categorize calls. Topic, playbooks, themes and metrics can be combined to run active playbooks to take action on the data in your contact center. All components feed into the robust BI layer to enable complex reporting and analytics on transcribed and analyzed conversations. Redaction and Custom Dictionary are Included. | $30.00 |
Dimension | Cost/unit |
|---|---|
Professional Service per hour | $200.00 |
Vendor refund policy
Refunds not available but customers can cancel the subscription anytime
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Delivery details
Software as a Service (SaaS)
SaaS delivers cloud-based software applications directly to customers over the internet. You can access these applications through a subscription model. You will pay recurring monthly usage fees through your AWS bill, while AWS handles deployment and infrastructure management, ensuring scalability, reliability, and seamless integration with other AWS services.
Resources
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Support
Vendor support
24/7 support available with agreed SLAs support@successkpi.com
AWS infrastructure support
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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.
Jade
great product for call recordings and email analytics
Reviewed on Nov 08, 2019
Review from a verified AWS customer
we were looking one time access to a product with voice and email analytic to define our business strategy. This product gave us quick turn around with very reasonable pricing option to achieve our requirements. Very powerful analytics capabilities, out-of box Intent library allowed us to quickly set up our Intents, AI features to expand similar key phrases automatically to increase Intent detection accuracy. I highly recommend using this product. We used this product for voice recording and email analytics to identify Intents, sentiments, locations, brands and relations between them.