Sold by: SuccessKPI, Inc
Deployed on AWS
Vendor Insights
SuccessKPI is a pure SaaS analytics platform for the Amazon Connect contact center for real-time and historical reports. It also offers Speech analytics, Quality monitoring, and Workforce management with highest level of security compliance like PCI, SOCII, ISO27001, GDPR and FEDRAMP. Customers can get started in minutes and transform performance with actionable analytics
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Overview
SuccessKPI is a revolutionary on-demand experience analytics software provider enabling organizations to utilize artificial intelligence and automation to improve business outcomes and transform customer experiences. SuccessKPI's insight and action platform remove the obstacles that agents, managers, and executives encounter in delivering exceptional customer service. SuccessKPI is trusted by some of the world's largest government, BPO, financial, healthcare, and technology contact centers in the United States, Europe, and Latin America.
Pure SaaS platform for real-time and historical reports, dashboards, and analytics for IVR, ACD, text, social, and recordings for multiple platforms including Amazon Connect, Genesys Cloud, UJET, USAN, Talkdesk, Aspect, Five9, T-metrics, Amazon Connect, and others. The platform provides fully integrated and end-to-end reporting for the entire contact center operation including speech and text analytics, quality monitoring, and performance reporting. Fully built & deployed as a native AWS cloud application, the platform takes you beyond reporting to build playbooks to take action on critical metrics such as churn reduction, cross-sell, and compliance scripting. The tool empowers customers to drive business outcomes through actionable contact center analytics.
SuccessKPI provides out-of-the-box integration with a full suite of enterprise-grade Business Intelligence capabilities that powers standard and custom reports and dashboards accessible to all levels of users. This AI-driven platform can convert call recordings into text and extract sentiments, brands, events, topics, and meaning and blend this rich data with IVR, ACD, and Business metadata from CRM systems to realize a 360-degree view of the contact center.
Highlights
- Real-time and historical reports on Amazon Connect
- Out of box reports for platforms customers are migrating from like Genesys, Cisco and Avaya
- Data Pipes integrating data from Lex, Contact Flow, Contact Lens, Pinpoint, as well as CRMs and other data sources
Details
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Deployed on AWS
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ISO27001
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Pricing
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Dimension | Description | Cost/month | Overage cost |
|---|---|---|---|
Realtime | 100 Agents per Month for Real-time Reports and Dashboards | $1,000.00 | |
Historical | 60 Agents per Month for Real-time & Historical Reports and Dashboards | $1,000.00 | |
SpeechAnalytics | 20 Agents per Month for Speech & Text Analytics | $1,000.00 | |
Unlimited | 12 Agents per Month for Real-time, Historical, Speech Analytics, QM | $1,000.00 | |
QualityMonitoring | 70 Agents per Month for Quality Monitoring | $1,000.00 | |
PowerPackage | 600 Hours per Month for Real-time, Historical, Speech Analytics, QM | $1,000.00 | |
BI and QM Package | 1100 Hours per Month for Real-time, Historical and QM | $1,000.00 |
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)
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Support
Vendor support
24/7 support available with agreed SLAs support@successkpi.com
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Updated weekly
By SuccessKPI, Inc
By TASKE Technology
By OMNINGAGE
Top
10
In Quality Assurance, Speech to Text
Top
50
In Managed Services
Top
50
In Contact Center
AI generated from product descriptions
Real-time and Historical Analytics
Provides real-time and historical reports, dashboards, and analytics for IVR, ACD, text, social, and recordings across multiple contact center platforms
Speech and Text Analytics
Converts call recordings into text and extracts sentiments, brands, events, topics, and meaning using AI-driven processing
Multi-Platform Integration
Supports integration with multiple contact center platforms including Amazon Connect, Genesys Cloud, UJET, USAN, Talkdesk, Aspect, Five9, T-metrics, and others
Quality Monitoring and Workforce Management
Offers fully integrated quality monitoring and workforce management capabilities with performance reporting across entire contact center operations
Enterprise Data Integration
Integrates data from AWS services including Lex, Contact Flow, Contact Lens, and Pinpoint, as well as CRM systems and other data sources for comprehensive contact center visibility
Real-time Monitoring and Dashboards
Second-by-second monitoring of contact center metrics across omnichannel interactions with customizable dashboard displaying call volumes, wait times, and agent activity.
Historical Analytics and Reporting
Generation of contact center performance reports by day, week, month, and year with ability to view, print, and share activity and performance data.
Contact Flow Visualization
Visual representation of customer journey through contact center from start to finish with ability to identify routing problems and evaluate expected service routes.
Lex Bot Analysis
Evaluation of Amazon Lex bot effectiveness including analysis of word usage, expression matching against configured intents, and bot slot filling success rates.
Contact Search and Sentiment Analysis
Advanced contact record search functionality with transcript review, hold and transfer time analysis, and sentiment-based contact filtering capabilities.
Multi-Channel Contact Support
Handles Voice, Chat, SMS and Social Media contacts through a unified platform
Real-Time Performance Analytics
Data-powered dashboards and visualizations providing visibility into agent performance, interaction quality and customer sentiment KPIs
Customer Journey Visualization
Provides customer journey visualizer with customer interaction history and interaction management capabilities
Enterprise Integration Capabilities
Integrates with corporate directory for single sign-on, supports multiple CRM platform integrations, and offers open APIs for custom reporting and business intelligence
Security and Compliance Features
Includes PCI compliance, built-in CRM, multilingual chat support, video calling, and Microsoft Teams integration
Validated by AWS Marketplace
FedRAMP
GDPR
HIPAA
ISO/IEC 27001
PCI DSS
SOC 2 Type 2
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No security profile
No security profile
Standard contract
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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.