SuccessKPI Reviews & Product Details

The quality of the transcription is very good, which greatly contributes to more accurate analyses. Additionally, the flow of monitoring is well-structured and intuitive, making it easier to track and control quality. Review collected by and hosted on G2.com.

There is a slowdown in the opening of reports, which ends up impacting productivity. I also miss a complete monitoring flow with AI that allows automating the entire process. In the monitoring module, some important filters are missing, such as transfer filter and quality score filter. Additionally, it would be important to have more possibilities in the construction of topics, with the inclusion of "AND" and "OR" logic to refine the rules. Finally, individual indicators per agent are missing, such as silence and over talk metrics, to better track performance. Review collected by and hosted on G2.com.

SuccessKPI's products allow contact center leaders to easily dive into the voluminous data that lives within their business. Their implementation process is seamless and ongoing support makes them more than a vendor; they are a trusted business partner. They don't sell software. They learn about your business and truly want to introduce you to techniques to improve quality and efficiency. Most importantly, SuccessKPI tools can be used affordably by the smallest contact centers but scale up easily to thousands of users. Review collected by and hosted on G2.com.

The data and analytics tool has many "out of the box" reports, but there is a full-fledged business intelligence tool behind it that can be cumbersome, but not impossible, to learn. Review collected by and hosted on G2.com.

What I like best about SuccessKPI is its powerful real-time analytics and deep visibility into contact center performance. It provides clear, actionable insights that help improve agent efficiency, customer experience, and overall operations. The platform integrates well with systems like Genesys Cloud CX, making it easy to centralize data and monitor performance across channels in one place. Its dashboards are flexible and enable quick decision-making based on live data Review collected by and hosted on G2.com.

One of the main drawbacks of SuccessKPI is that the user interface can feel complex and not very intuitive for new users, which creates a learning curve during onboarding. Additionally, some dashboard customizations and report configurations can be limited or require extra effort to fine-tune. In certain cases, performance can lag when handling large datasets or highly detailed analytics. Improved documentation and a more streamlined UI would significantly enhance the overall user experience Review collected by and hosted on G2.com.

What I like most about the product is how practical it is and how easy it is to use right from the start. The pre-defined dataset is especially helpful because it saves time and lets me focus on actually using the product immediately, rather than spending extra effort on setup or data preparation. On top of that, the UI is clean and easy to understand, so there’s no real need to tweak anything before getting value from it. Overall, it feels well designed, user-friendly, and ready to use out of the box, which makes the whole experience smooth and efficient. Review collected by and hosted on G2.com.

What I find less satisfying about the product is that the UI feels a bit outdated compared to modern tools, which affects the overall user experience. The available functionalities are also still quite limited, so it may not fully support more complex or flexible use cases. In addition, when external data is needed, it seems to require PS customization, which adds extra dependency, time, and cost. Overall, while the product may work for basic needs, there is still room for improvement in terms of usability, feature depth, and integration flexibility. Review collected by and hosted on G2.com.

The support team is amazing. They never fail to provide a solution to issues. The platform offers countless possibilities to work with data, and they are always looking for new options and opportunities to expand its functions. It’s possible to create personalized metrics and tags to deliver a better final user experience. There is also report delivery scheduling, which helps a lot. Overall, the company keeps everything updated with precision and accuracy.

Regarding platform performance, the information is organized to be processed and analyzed through normalized datasets. Some of these datasets are really huge, and when they are associated with a large number of users consulting them, this becomes a negative point.

SuccessKPI also has an interesting AI resource. It provides good accuracy and a short response time. The possibility to test the prompt is important to preview the tool’s behavior.

Pricing-wise, in our case we used the resources to evaluate and avoid high costs with customers, so it’s fair to say the tool paid for itself.

We had success with local spreadsheet connections, but not with Drive / Google Apps. Maybe this is something to improve.

The platform has an intuitive environment and is easy to understand. It’s not necessary to spend many hours to learn it. Review collected by and hosted on G2.com.

Sometimes platform releases are difficult to deal with. Scheduling this kind of event is really challenging, and it’s not always easy to plan around. They need to improve this point. Review collected by and hosted on G2.com.

I find SuccessKPI incredibly impressive for its ability to convert real-time, operational, and experience data into actionable insights, which enables proactive Service Desk management and continuous improvement in our digital workplace. I also like how well it connects operational performance with user experience insights, while providing flexible, role-based dashboards that support both management and executive decision-making. Additionally, SuccessKPI integrates seamlessly with our ITSM and collaboration tools, offering a unified, real-time view of ServiceDesk performance and user experience. It's been a game-changer for streamlining our service management and enhancing productivity. Review collected by and hosted on G2.com.

While SuccessKPI is a strong platform, enhancing ease of use and expanding pre-configured, Service Desk focused dashboards would further improve user adoption and reduce implementation effort, especially in a large scale, digital workplace environment. The setup is moderately complex due to integrations and customization, but well structured. With the right alignment, it delivers strong value, though on-boarding and pre-built templates could further simplify the experience. Review collected by and hosted on G2.com.

I really like the whole user interface of SuccessKPI. It's user-friendly, and the dashboard drill-downs are great. The possibility of customizing it to my liking is extremely good. The look and feel of the tool and its user-friendly capability stand out for me. Additionally, quality sampling has become a lot more meaningful since SuccessKPI helps sort out data with topics and phrases, allowing better sampling and quality checks. The playbook feature is also very useful for proactively managing user experience by doing service recovery call-outs for users tagged under negative sentiment. The team we worked with was very helpful and open to working with us on our requests, making the setup very smooth. Review collected by and hosted on G2.com.

Currently at times we do face some down time whenever there is upgrade to the tool. Problems like calls not flowing in evaluation workspace etc. Would like this to be managed better Review collected by and hosted on G2.com.

It’s very convenient for viewing reports online, and I also like that you can customize the structure so it’s tailored to exactly what you want to see. Review collected by and hosted on G2.com.

When reports get very large, the load time becomes excessively long, which is frustrating and noticeably impacts my overall satisfaction. Review collected by and hosted on G2.com.

I really appreciate the customization in SuccessKPI. Even without a technical background, I can build my own reports and dashboards, which is super valuable for tailoring analytics to our specific workflows. The flexibility to create topics and deep prompts is also great for surfacing insights from conversations. The team behind the platform is fantastic, with their support, responsiveness, and openness to collaboration making a big difference. It's refreshing to work with a company that genuinely values client input. Additionally, the platform helps centralize quality monitoring, speech analytics, and operational insights, which improves our evaluation consistency and reporting. Review collected by and hosted on G2.com.

Like any other evolving platform, some areas could be improved. Loading times have been one of them. At times, loading workspaces, reports, or large datasets can take longer than expected. Operations is a fast-paced environment. We need answers at our fingertips. It would be beneficial to have more real-time dashboards and alerts. A faster turnaround from the support team could also be improved, particularly when issues are reported. While the team is very supportive and open to feedback, improving the response team would make the experience even better. Review collected by and hosted on G2.com.

I like the ease of extraction that SuccessKPI offers, which makes my job easier. Additionally, I consider the data reliable, which is essential. I also appreciate the custom reports that SuccessKPI delivers, as they provide details that Genesys does not present in an organized manner, such as for agent call control and reports for the board with greater detail and better formatting. The initial setup was smooth, even though I am part of the support team, because it was implemented by the project team. Review collected by and hosted on G2.com.

Support in case of errors had some instances of delay in service. Review collected by and hosted on G2.com.