SuccessKPI Reviews & Product Details

The amount of data that is readily available and in such an accessible way has been a game changer when it comes to utilizing and implementing the data. Additionally, there are many hidden features- especially in the documentation and analytics- that make the user experience a lot more refined. Review collected by and hosted on G2.com.

Data is not always stored in a way that makes sense to the user. For example, certain options are available under umbrellas that I wouldn't initially think to find it there. Also, it can be difficult to access or even know what to access as a new user. There are still so many features available to me that I don't know exist as the onboarding system we utilized did not include some of these features, as we didn't necessarily know they would be useful later. Review collected by and hosted on G2.com.

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.

I like the real-time feature of SuccessKPI, which refreshes every 5 seconds and helps me monitor my team's activities in real-time, flag agents who receive missed calls, and identify those on long calls who may need assistance. The Gold standard data is something I use all the time, which aids in reviewing headset requirements and trends. I appreciate the user-friendly interface as well, making it easy to navigate. Review collected by and hosted on G2.com.

When I'm generating data, it sometimes takes 1-2 minutes to load. It would be more useful if it generates data a little faster. Also, adding a feature to save filters would be beneficial. Review collected by and hosted on G2.com.

SuccessKPI offers helpful insights through out-of-the-box reports and helps guide decisions using many of the metrics commonly used in the market. The SuccessKPI project team also supports you with best practices and technical knowledge on how to use the application effectively. Review collected by and hosted on G2.com.

Some datasets have longer update times than others, so we can’t keep certain reports online. Other reports also require time to reprocess the data, which makes it difficult to understand how the process between Genesys Cloud and SuccessKPI works. 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.

The drag-and-drop report builder turned a task that used to require SQL into something I can handle in just a few minutes.

The interface is intuitive enough for non-technical personnel, very user-friendly, and still deep enough for technical users.

The Sentiment Analysis is great. Instead of listening to random calls, the AI automatically flags high-emotion interactions. Review collected by and hosted on G2.com.

The platform is a real data powerhouse, but it can occasionally lag when loading very large datasets—so faster report generation would be a big win.

I’d also love to see more advanced logic in the Playbook builder, such as AND/OR rules, to make automations even more precise and flexible. Review collected by and hosted on G2.com.

I find SuccessKPI really useful because I'm able to monitor all of the data and stats that I need on a daily basis. I really like the fact that you can email reports to yourself daily, so you don't have to keep logging into the software. This feature makes it a lot faster to get the data I need, especially since it's a little bit slow sometimes to log in. Review collected by and hosted on G2.com.

Sometimes it takes a long time for the dashboards to load, which is difficult. I also don't like that to create a refreshed report, I have to go back to the home screen and then select a new date range. I'd love to be able to change the date range within the dashboard view. Review collected by and hosted on G2.com.

I like that SuccessKPI makes it easier for me to see each individual's performance and view a variety of stats while tracking month-over-month changes. I appreciate that there are already shareable reports for me to access and the plug-in feature allows me to quickly get the output of information. My favorite feature is being able to see the pre and post interaction surveys. I also spend quite a bit of time looking at the breakdown of our help seekers or clients' information and tracking their documentation to see outcomes based on the type of individual. This helps us try to link any gaps in our performance and find areas for team improvement. Review collected by and hosted on G2.com.

I do sometimes feel as if there's too much information, and it's difficult to narrow down some of the statistics. I also feel as if some of it's not incredibly useful for our purposes. We're supposed to be tracking how many follow-up and safety support calls are done on high-risk interactions. However, the only way that I can track that is by seeing who qualified for a follow-up and who was scheduled with a follow-up. It doesn't show me who denied a follow-up. I would also like to see some improvement in the ability to just look at the individual, instead of breaking it out into so many different things and statistics. I would rather be able to topically search a little more seamlessly. It also is difficult when you realize that you're in the wrong shared view to go back out. It's kind of a long process to get back in. Or if you accidentally scrolled to the left on a MacBook, it will back you out of where you were and you lose your progress. It was very difficult. Nobody knew how to use it until I came along. 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.