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.

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.

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.

I have been using SuccessKPI since it first came to the market in 2021.

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.

The customer support from SuccessKPI is phenomenal; I have worked with several team members.

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.

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.