SuccessKPI

SuccessKPI
  • 6475 Trillium House Ln
  • Centreville VA 20120
  • United States
  • Year Founded: 2017
  • Ownership: Private
  • Number of Employees: 100 - 249
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Profile

SuccessKPI is the performance platform for human and agentic customer experience, enabling an AI governance layer for contact centers. Voted Top 5 WEM vendor by CRM Magzine, the company's cloud-native platform unifies Workforce Engagement Management, analytics, quality management, automation, and operational intelligence to help organizations optimize performance, improve customer outcomes, reduce risk, and accelerate business results. SuccessKPI is trusted by some of the world's largest government, BPO, financial, healthcare, and technology contact centers in the United States, Europe, and Latin America. With over 180 integrations and recognition as a leader in Frost & Sullivan's WEM Frost Radar™ and CRM Magazine's Industry Leader Awards, SuccessKPI continues to set the standard for AI-driven contact center optimization solutions.

Product Description

 

Calabrio, named a leader in WFO by Gartner and Forrester, is the fastest growing WFO provider in the market. We have gained more than 4,500 customers during our 11 years of existence equating to over a customer install a day. In short, Calabrio is the only unified WFO platform with call recording, quality management, workforce management and voice-of-the-customer (VoC) analytics.

Differentiators:

 

 

  • One system, every WEM capability. Speech and Text, Quality, WFM, Topics, Actions, Playbooks, and GenAI investigate every channel from one shared model.
  • Weeks to outcomes, not quarters. Lighter services footprint, with rapid onboarding, and a platform interface that is easy for admins to use.
  • CCaaS-portable by design. One WEM platform runs across Webex CC, Amazon Connect, Genesys, Talkdesk, Twilio, Ujet, and more, for complex, disbursed contact centers.
  • AI plus human calibration, not AI alone. Auto-scoring and human-assist give regulated buyers audit-defensible coverage on every interaction.
  • Signal to action in one configuration. Workflows route any event to email, SMS, Lambda, REST, or guidance scripts.
  • Compliance built in. SOC 2, ISO 27001, ISO 42001, HIPAA, PCI DSS, GDPR, and FedRAMP across the whole platform.

 

 

 

Workforce Management

Native forecasting, scheduling, intraday, adherence, and PTO. Three forecasting methods including AWS Forecast ML, quantile-based scheduling, and policy-driven auto-approval for exceptions.

BI and reporting

Full BI authoring on a unified lakehouse. Includes CCaaS dataset folders, custom metrics, dossier-style dashboards, and replication of legacy report look-and-feel.

AutoQM (Auto-Scoring)

ML-powered scoring runs against the same forms human evaluators use on every interaction. Bot and human work from one scorecard.

Agent Assist

Real-time agent guidance product. Surfaces live transcription, topic flags, sentiment, knowledge answers, and customized summaries. Available via Chrome extension or Genesys iframe.

AI Queries and Workflows

GenAI investigation tool. Supervisors ask plain-English “why” questions across the data history. Outputs feed conditions for automated actions, dashboards, and post-call interaction summary blocks.

Last Mile Agent Observability

Agent-endpoint observability. Native client and browser extension capture Wi-Fi, headset, system, and call-context telemetry per voice call. Includes compliance configuration.

Playbook Builder

Cross-platform workflow and automation engine. Turns any signal into email, SMS, Lambda action, REST callout, evaluation route, guidance script, or summary. No code required.

SuperHive

Real-time supervisor command center. Hex-grid agent view, status cards, and live monitoring. Built around six named supervisor moments including queue surge reroute.

Whitepapers, Archived Webcasts and Sponsored Content

  • Benchmarking the State of Contact Center Maturity
    AI plans and strategy are ready. Execution is elusive. We asked 400 global contact center leaders about the tools they use and the tools they give their agents, then scored transformation maturity across seven pillars. The result is the clearest available picture of where the industry actually stands, and where the distance between roadmap and reality is costing you customers, agents, and margin.
  • The Definitive Guide to CX Analytics
    If you can’t compare it, you can’t improve it. This guide shows what high-performing contact centers measure, and gives you the benchmarks to evaluate your own performance, identify gaps, and take action.
  • Contact Center Maturity Assessment
    How Mature Is Your Contact Center? Answer 10 focused questions across key operational dimensions. Receive an instant maturity score, benchmarking insights and an executive roadmap tailored to your results.
  • Contact Center ROI Calculator
    The ROI of Contact Center Maturity Gains See the 3-year return of advancing your contact center maturity. Enter your details below and get an instant, tailored ROI report.
  • How to Manage Your Human + AI Agent Workforce
    The future contact center is not human or AI. It is human + AI — and the question every leader now has to answer is which workforce produces the better outcome for each customer intent. SuccessKPI gives you the performance platform for agentic and human CX: an independent measurement layer that holds AI agents to the same quality standard you already apply to people.

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