Transform data into insights. Solutions in this category help you collect, visualize, and analyze data to make informed business decisions, track KPIs, and uncover opportunities for growth.
Streamline processes and boost efficiency. Automate repetitive tasks, integrate systems, and orchestrate complex workflows to save time, reduce errors, and free up your team to focus on strategic initiatives.
Software, usually for 50+ person operations to efficiently plan, schedule, and monitor the efficiency of your customer service organization. Enhance employee engagement and productivity by providing tools for performance management, training, and collaboration.
Provides agents with context and workflow guidance through real-time transcription, sentiment, and intent during customer interactions. Based on the context, agents can be presented with real-time "next best action", workflow guidance and Automation, including After Call Work like summarizing notes, setting dispositions, etc.
Empower managers and employees to achieve their best. Provide tools for goal setting, performance tracking, feedback, and coaching to improve productivity and engagement.
Capture and analyze customer feedback to improve your products and services. Gather insights from surveys, reviews, and social media to measure customer satisfaction and identify areas for improvement.
Gain insights from customer interactions and voice data. Analyze call recordings and transcripts to identify trends, improve agent performance, and uncover customer sentiment.
Transform data into actionable insights. Visualize data, create interactive dashboards, and generate reports to track KPIs, identify trends, and make informed business decisions.
Analyze sales data to optimize your sales process and drive revenue growth. Track sales performance, identify opportunities, and forecast revenue with sales analytics tools.
Workflow automation is the process of using rule-based logic to launch a series of tasks between systems using APIs. Tools that automate repetitive tasks and streamline business processes, improving efficiency, reducing errors, and freeing up resources for more strategic activities.
Optimize workforce scheduling, forecasting, and performance. Effectively manage your team with tools for time tracking, attendance, scheduling, and employee engagement.
Five9 delivers intelligent cloud contact center solutions with AI-powered automation and omnichannel support, empowering businesses to improve customer engagement and efficiency.
Genesys offers AI-powered contact center solutions that deliver personalized customer experiences at scale, with integrated CCaaS, UCaaS, and workforce management tools.
UJET provides a cloud-native contact center platform that modernizes digital experiences and unifies customer interactions across voice, chat, and SMS.
SuccessKPI’s AI-driven Workforce Engagement Management (WEM) platform provides an all-in-one workbench to drive better customer experiences and improve agent performance through actionable insights and automation.
SuccessKPI’s AI-driven Workforce Engagement Management (WEM) platform provides an all-in-one workbench to drive better customer experiences and improve agent performance through actionable insights and automation.
SuccessKPI is a SaaS analytics and insight platform for modern contact centers. With real-time AI, Playbook Builder™, and prebuilt compliance features, it integrates with leading CCaaS platforms to deliver instant value across quality monitoring, agent assist, and workforce management.
Company Differentiation
Native integration with major CCaaS platforms, no rip-and-replace
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SuccessKPI's comprehensive platform empowers contact centers with the tools and insights needed to enhance both the customer and agent experience. CXponent, as your trusted technology advisor, can guide you on how to best leverage SuccessKPI's solutions to improve operational efficiency, drive ROI, and elevate customer satisfaction.
Key Features and Benefits
Omnichannel Analytics: Gain a holistic view of customer interactions across all channels, enabling data-driven decisions for optimized customer journeys.
AI-Powered Agent Assist: Empower agents with real-time guidance, knowledge base articles, and prompts to improve first call resolution and customer satisfaction.
Automated Quality Management: Streamline quality monitoring and agent evaluation processes, ensuring consistent service delivery and identifying areas for improvement.
Technical Requirements
CCaaS Integration: Compatibility with your existing CCaaS platform for seamless data transfer and integration.
Network Connectivity: Reliable internet connectivity to ensure real-time data processing and access to cloud-based features.
Data Security: Compliance with industry security standards to protect sensitive customer data.
Business Requirements
Clearly Defined KPIs: Establish specific, measurable, achievable, relevant, and time-bound (SMART) goals for contact center operations and customer experience.
Change Management Process: A structured approach to manage the transition and adoption of new technologies and workflows within the contact center.
Data-Driven Culture: Foster a culture that values data analysis and utilizes insights to drive continuous improvement.
Use Cases
Use Case: Reducing Agent Attrition: SuccessKPI's workforce engagement tools help identify and address factors contributing to agent burnout, leading to improved job satisfaction and reduced attrition rates.
Use Case: Enhancing Customer Onboarding: Analyze customer interactions during the onboarding process to identify pain points and optimize the experience for new customers.
Use Case: Improving First Call Resolution: Leverage AI-powered agent assist to provide real-time support and knowledge articles, empowering agents to resolve issues on the first call.
Qualifying Questions
What are your primary business objectives for implementing a contact center solution?
What CCaaS platform are you currently using, and are you considering switching platforms?
What are your biggest pain points in your current contact center operations?
How do you currently measure and track agent performance and customer satisfaction?
Are you looking to leverage AI and automation to enhance your contact center operations?
Implementation Timeline & Considerations
Typical implementation timelines range from 4-8 weeks, depending on the complexity of the integration and the scope of features being implemented.
Factors that can expedite the process include: clear business requirements, dedicated internal resources, and strong collaboration between the business and SuccessKPI's implementation team.
Potential delays can arise from: integration challenges with legacy systems, data migration complexities, and changes in project scope.
ROI & Business Impact
Improved agent productivity and reduced handling times, leading to cost savings and increased efficiency.
Enhanced customer satisfaction and loyalty, resulting in increased revenue and reduced churn.
Data-driven insights for better decision-making, enabling continuous improvement and optimized contact center performance.
Cost Model
SuccessKPI typically offers a subscription-based pricing model with tiered plans based on the number of users, features, and support levels. Pricing may also vary depending on the specific needs and requirements of the business, such as integrations with existing systems or customization of features. CXponent can help you determine the best pricing plan for your needs and budget.
Role of Decision-Makers
Contact Center Director/Manager: Leads the evaluation and implementation process, ensuring alignment with business objectives and operational needs.
IT Manager/Director: Assesses technical requirements, compatibility with existing systems, and data security considerations.
Operations Team: Provides input on workflow optimization, agent training needs, and performance metrics.
Additional Considerations & Helpful Tips
Ensure your team is adequately trained on the platform's features and functionalities to maximize its value.
Regularly review and analyze data insights to identify trends, areas for improvement, and opportunities for optimization.
Collaborate closely with SuccessKPI's customer success team to leverage best practices and ensure ongoing support.
Next Steps
To learn more about how SuccessKPI can transform your contact center operations and enhance customer experience, contact CXponent today. Our team of experts can provide guidance on solution assessment, implementation, and ongoing support to ensure you achieve your desired business outcomes.
Transform data into insights. Solutions in this category help you collect, visualize, and analyze data to make informed business decisions, track KPIs, and uncover opportunities for growth.
Streamline processes and boost efficiency. Automate repetitive tasks, integrate systems, and orchestrate complex workflows to save time, reduce errors, and free up your team to focus on strategic initiatives.
Software, usually for 50+ person operations to efficiently plan, schedule, and monitor the efficiency of your customer service organization. Enhance employee engagement and productivity by providing tools for performance management, training, and collaboration.
Provides agents with context and workflow guidance through real-time transcription, sentiment, and intent during customer interactions. Based on the context, agents can be presented with real-time "next best action", workflow guidance and Automation, including After Call Work like summarizing notes, setting dispositions, etc.
Empower managers and employees to achieve their best. Provide tools for goal setting, performance tracking, feedback, and coaching to improve productivity and engagement.
Capture and analyze customer feedback to improve your products and services. Gather insights from surveys, reviews, and social media to measure customer satisfaction and identify areas for improvement.
Gain insights from customer interactions and voice data. Analyze call recordings and transcripts to identify trends, improve agent performance, and uncover customer sentiment.
Transform data into actionable insights. Visualize data, create interactive dashboards, and generate reports to track KPIs, identify trends, and make informed business decisions.
Analyze sales data to optimize your sales process and drive revenue growth. Track sales performance, identify opportunities, and forecast revenue with sales analytics tools.
Workflow automation is the process of using rule-based logic to launch a series of tasks between systems using APIs. Tools that automate repetitive tasks and streamline business processes, improving efficiency, reducing errors, and freeing up resources for more strategic activities.
Optimize workforce scheduling, forecasting, and performance. Effectively manage your team with tools for time tracking, attendance, scheduling, and employee engagement.
Five9 delivers intelligent cloud contact center solutions with AI-powered automation and omnichannel support, empowering businesses to improve customer engagement and efficiency.
Genesys offers AI-powered contact center solutions that deliver personalized customer experiences at scale, with integrated CCaaS, UCaaS, and workforce management tools.
UJET provides a cloud-native contact center platform that modernizes digital experiences and unifies customer interactions across voice, chat, and SMS.
