SuccessKPI, Inc., a provider of a cloud-native contact center customer experience platform and a current leader in the 2023 Frost & Sullivan Workforce Optimization (WFO) Radar Report, was honored with a 2024 American Business Award for Product Innovation Achievements in AI-Driven Quality Management (QM) scoring solution.
Success KPI’s AI-driven insights and action platform provides instant coaching and guidance to contact center agents and automates time-consuming and critical actions.
The reviewers made several persuasive points:
- “SuccessKPI’s artificial intelligence automated quality management (QM) scoring solution has brought significant improvements to enterprise customers, including a significant increase in call monitoring percentage and a significant reduction in personnel costs, while maintaining or improving the overall customer experience (CX).
- “SuccessKPI’s approach to automating and streamlining quality management processes is innovative… and could have a transformative impact on the contact center industry. The platform is capable of delivering up to 100% call coverage for quality management without the need for additional resources, while also providing Impressive next-level insights into your data.
- It was also stated that SuccessKPI “revolutionizes the contact center, eliminating data silos and embracing behind-the-scenes analytics, providing fast access to real information, supporting higher quality management and better customer service mission” and has the ability to “power through artificial intelligence Perform valuable machine learning” to automate calls with improved service and real-time quality management. “
Judges also recognized SuccessKPI’s 100% growth rate, strategic partnerships with industry leaders such as Amazon Web Services and Genesys, and industry recognition.
“When you provide contact center agents and their supervisors with the right tools, guidance, and coaching, they can become beacons of excellence that all customers appreciate,” says Dave Rennison, CEO of SuccessKPI. “Our long-standing commitment to empowering agents, supervisors and executives with artificial intelligence and advanced analytics is paying dividends for a growing number of businesses who are realizing that next-generation cloud technology can optimize contact centers and transform business outcomes.”
