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Overview
SuccessKPI provides a SaaS platform for customer experience analytics that uses artificial intelligence and machine learning to study how customers interact with a business. It analyzes 100% of calls through speech recognition, transcription, and natural language understanding across 30 languages, and then offers tools like conversation analytics, sentiment analysis, quality monitoring, and automated actions. The platform works by collecting call data, applying AI models to extract insights, and delivering real-time, actionable results to improve customer service and compliance. Compared with competitors, it combines extensive language support, end-to-end analytics, and digital quality management in one enterprise-grade system that automatically monitors conversations and suggests or triggers improvements. The goal is to help enterprises reduce churn, raise customer satisfaction, and streamline operations by turning customer interactions into measurable improvements.
About SuccessKPI
Industries
Data & Analytics
Enterprise Software
AI & Machine Learning
Company Size
51-200
Company Stage
Growth Equity (Venture Capital)
Total Funding
$33M
Headquarters
Chantilly, Virginia
Founded
2017
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Simplify's Take
What believers are saying
- February 2026 reported 50% global revenue growth, driven by enterprise and government demand.
- July 2026 Cisco partnership expands distribution across Webex Contact Center installed accounts.
- New AI releases in 2026 reduce supervisor workload, strengthening ROI for compliance-heavy buyers.
What critics are saying
- No funding since January 2022's $33 million Banneker deal limits acquisition firepower.
- Cisco, Genesys, and NICE can bundle adjacent WEM features and squeeze pricing by 2027.
- If AI agents become native to CCaaS stacks, SuccessKPI's governance layer gets commoditized quickly.
What makes SuccessKPI unique
- June 2026 Cisco Webex integration embeds SuccessKPI across hybrid human-and-AI contact centers.
- SuccessKPI scores 100% of interactions in 30 languages, spanning QA, coaching, and compliance.
- Explainable AI outputs and customer-written guidance fit regulated government, healthcare, and financial buyers.
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Funding
Total Funding
$33M
Above
Industry Average
Funded Over
1 Rounds
Benefits
Health Insurance
Dental Insurance
Vision Insurance
Life Insurance
Disability Insurance
Unlimited Paid Time Off
Remote Work Options
Paid Holidays
Stock Options
401(k) Retirement Plan
401(k) Company Match
Parental Leave
Mental Health Support
Professional Development Budget
Growth & Insights and Company News
6 month growth
↑ 0%1 year growth
↑ 1%2 year growth
↑ 2%SuccessKPI launches 3 AI releases to automate quality reviews. Search. New AI capabilities compress the setup, search, and scoring work that slows quality teams down with a human in the loop at each step SuccessKPI, the performance platform for agentic and human customer experience, today announced three AI capabilities targeted at contact center quality management. The three releases share the principle that AI should absorb the volume work inside quality management and leave judgment with people. The new capabilities address three activities that most commonly stall quality review work: scoring increasing volumes of calls, deciding what to listen for, and finding the interactions that require a human review. "Automated Quality Management using AI is used by many customers," said Dave Rennyson, CEO of SuccessKPI. "But simply surfacing more data using Auto QM can overwhelm supervisors and call center execs. With additional AI capabilities, SuccessKPI helps surface the data trends in aggregate, helps managers listen to the right calls to improve agent handling, and points executives to what improvements to make. "In addition," continued Rennyson, "our platform allows Auto QM, data trend analysis, recommendations, and improvement tracking across all agents, human and agentic." An agentic co-pilot to help administrators build functions An agentic co-pilot is now available within the product where configuration work happens. A user describes what they want in plain language, and the co-pilot reads the customer's own data, plans the build, and drafts the function. An evaluation form is the clearest example. A quality leader describes the program in a sentence or two. The co-pilot drafts the questions, categories, and weighting, then builds the form upon approval. Work that took specialist knowledge and several hours now takes a description and a review pass, and nothing goes live without human review and approval. Find the interactions that matter without guessing through metrics Quality teams have historically selected interactions using handle time, disposition codes, and survey scores. Those signals record what happened but rarely explain why. The new QA capability lets a reviewer describe, in plain language, the interactions they want, such as compliance exposure, repeat contact, or calls that are coaching candidates. The system returns a ranked short list, recommends whether to evaluate or coach, and shows the basis for that recommendation. A set of common cases is preconfigured, and teams can run and save their own custom queries. Reviewers can also open an AI summary of any interaction, with sentiment tracked across the call. Evaluation scoring drafted by AI, decided by an evaluator The third capability uses AI to automatically provide a score or draft an answer to every question on an evaluation form. Most importantly, it shows the reasoning and the evidence behind each answer the AI gave. Evaluators accept, edit, or override each answer. Quality leaders tune the model's judgment with natural-language guidance written per question, and test that guidance against real conversations before it goes live. The intended outcome is throughput, not headcount reduction, as reviewers can cover more interactions in the same hours because the first draft is already provided. One data layer underlying everything The three capabilities read from the same data layer as reporting, quality management, and speech analytics within the SuccessKPI platform. Selection, scoring, and analysis all draw on the same transcripts, evaluations, and behavioral signals. This is critical for cross-workflow recommendations, which are difficult in competitive platforms where each AI feature only sees its own module. The platform also runs across multiple contact center as a service (CCaaS) environments. Customers can choose best-of-breed CCaaS and AI agent platforms, and SuccessKPI can work across all of them. Explainability as a control, not a talking point Every AI output in this release carries its reasoning. Human overrides are recorded. The guidance shaping AI judgment is written and edited by the customer, not buried in a model. For buyers in regulated sectors, that trail is what makes an AI-assisted score defensible. It also gives quality leaders a way to correct AI behavior without a costly vendor ticket and change fee. "This set of capabilities is one of several AI releases we'll issue over the coming months," added Praphul Kumar, Chief Product Officer at SuccessKPI. "The pattern behind these innovations won't change. AI carries the volume, and humans provide the judgment."
SuccessKPI has launched three AI capabilities for contact centre quality management that automate routine tasks while keeping human oversight central to the process. The platform addresses common bottlenecks in quality review work: scoring high call volumes, determining review priorities, and identifying interactions requiring human attention. The new features include an agentic co-pilot that helps administrators build evaluation forms using plain language descriptions, reducing configuration time from hours to minutes. A search capability allows reviewers to find specific interactions using natural language queries rather than traditional metrics like handle time. The system provides ranked results and coaching recommendations whilst maintaining human approval at each step. The platform works with both human and AI agents, helping supervisors identify data trends and improvement opportunities across customer experience teams.
SuccessKPI powers next generation hybrid contact centres with WEM. SuccessKPI powers next generation hybrid contact centres with WEM for Webex cloud. New integration combines Webex Contact Centre with SuccessKPI's AI-native WEM platform to optimise performance across human and AI agents SuccessKPI have announced its partnership with Cisco to deliver new solutions for Webex Contact Centre by integrating advanced Workforce Engagement Management (WEM) and workforce intelligence with Webex Contact Centre into a single cloud-native platform. The integration will help organisations improve human agent and agentic productivity, elevate customer experience, and drive measurable operational outcomes. Built for enterprise-scale contact centres, this integration enables Webex customers to unify and automate workforce planning, quality, coaching, performance insights, and conversational intelligence across voice and digital channels without disrupting existing Cisco investments. As customer service organisations rapidly adopt AI agents, virtual assistants, automation, and agentic AI capabilities, the traditional contact centre is evolving into a hybrid contact centre - an environment where human agents and AI agents work together to deliver customer experiences. This shift requires a new operational model capable of governing, managing, measuring, coaching, and optimising both human and digital workforces as a unified system. "Enterprises are looking for a cloud-native platform to help improve agent productivity, elevate customer experience, and drive measurable operational outcomes, especially when building hybrid workforces where AI agents handle routine interactions, humans focus on higher-value engagements, and automated workflows orchestrate outcomes across both," said David Rennyson, CEO of SuccessKPI. "Utilising AI-based WEM solutions, SuccessKPI provides the agentic governance layer that helps organisations optimise this hybrid model while maximising the value of their Cisco foundation." The combined solution brings Workforce Management, Quality Management for both humans and agentic AI, Speech Analytics, Coaching, Performance Intelligence, and Operational Analytics into a single cloud-native platform. By integrating with Webex Contact Center, organisations gain a unified operational control centre that transforms interactions into actionable business intelligence. Built for the Era of Agentic AI While many organisations have deployed AI capabilities, few have established the operational framework required to manage AI agents alongside human employees and capabilities such as Deep Prompts which enable governance at scale. SuccessKPI addresses this challenge by connecting conversation intelligence, operational signals, quality management, and business outcomes into a single ecosystem. The SuccessKPI solution is designed to: √ improve service levels while reducing labor costs √ increase quality assurance coverage without expanding QA teams √ manage human + agentic CX resolution, quality and customer experience √ reduce average handle time through targeted coaching √ improve employee engagement and retention √ accelerate operational decision-making with real-time intelligence, and √ optimise workforce performance across human and AI resources. The platform enables organisations to optimise staffing across both human and AI-assisted workflows while consistently measuring the effectiveness of AI and human interactions, monitoring customer sentiment, and surfacing emerging trends across voice and digital channels. In addition, it can automate operational responses through business rules and playbooks and align workforce decisions with real-time customer demand. SuccessKPI was named a top provider in Workforce DMG Consulting's "Management in the Age of AI: 2026 CX Market Report" and continues to advance among the market leaders of Frost & Sullivan's Frost Radar: Workforce Engagement Management (WEM) for the third straight year. Frost & Sullivan also named SuccessKPI as a Global Customer Value Award Leader winner based on their competitive workforce management, conversation analytics, automated quality monitoring, and agent assistance combined into a single SaaS-based solution. SuccessKPI is the performance platform for agentic and human customer experience, enabling an AI governance layer for contact centres. The company's cloud-native platform unifies Workforce Engagement Management, analytics, quality management, automation, and operational intelligence to help organisations optimise 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 centres in the United States, Europe, and Latin America. With over 180 integrations and recognition as a leader in Frost & Sullivan's WEM Frost Radar(TM) and CRM Magazine's Industry Leader Awards, SuccessKPI continues to set the standard for AI-driven contact centre optimisation solutions. For additional information on SuccessKPI visit their Website
SuccessKPI powers next generation hybrid contact centers with WEM for Webex cloud. Home " CONCIERGE " SuccessKPI powers next generation hybrid contact centers with WEM for Webex cloud. Spread the love New integration combines Webex Contact Center with SuccessKPI's AI-native WEM platform to optimize performance across human and AI agents. SuccessKPI, a leading AI-powered Workforce Engagement Management (WEM) provider, today announced its partnership with Cisco to deliver new solutions for Webex Contact Center by integrating advanced Workforce Engagement Management (WEM) and workforce intelligence with Webex Contact Center into a single cloud-native platform. The integration will help organizations improve human agent and agentic productivity, elevate customer experience, and drive measurable operational outcomes. Built for enterprise-scale contact centers, this integration enables Webex customers to unify and automate workforce planning, quality, coaching, performance insights, and conversational intelligence across voice and digital channels without disrupting existing Cisco investments. As customer service organizations rapidly adopt AI agents, virtual assistants, automation, and agentic AI capabilities, the traditional contact center is evolving into a hybrid contact center - an environment where human agents and AI agents work together to deliver customer experiences. This shift requires a new operational model capable of governing, managing, measuring, coaching, and optimizing both human and digital workforces as a unified system. "Enterprises are looking for a cloud-native platform to help improve agent productivity, elevate customer experience, and drive measurable operational outcomes, especially when building hybrid workforces where AI agents handle routine interactions, humans focus on higher-value engagements, and automated workflows orchestrate outcomes across both," said David Rennyson, CEO of SuccessKPI. "Utilizing AI-based WEM solutions, SuccessKPI provides the agentic governance layer that helps organizations optimize this hybrid model while maximizing the value of their Cisco foundation." The combined solution brings Workforce Management, Quality Management for both humans and agentic AI, Speech Analytics, Coaching, Performance Intelligence, and Operational Analytics into a single cloud-native platform. By integrating with Webex Contact Center, organizations gain a unified operational control center that transforms interactions into actionable business intelligence. Built for the Era of Agentic AI. While many organizations have deployed AI capabilities, few have established the operational framework required to manage AI agents alongside human employees and capabilities such as Deep Prompts which enable governance at scale. SuccessKPI addresses this challenge by connecting conversation intelligence, operational signals, quality management, and business outcomes into a single ecosystem. The SuccessKPI solution is designed to: * improve service levels while reducing labor costs, * increase quality assurance coverage without expanding QA teams, * manage human + agentic CX resolution, quality and customer experience; * reduce average handle time through targeted coaching, * improve employee engagement and retention, * accelerate operational decision-making with real-time intelligence, and * optimize workforce performance across human and AI resources. The platform enables organizations to optimize staffing across both human and AI-assisted workflows while consistently measuring the effectiveness of AI and human interactions, monitoring customer sentiment, and surfacing emerging trends across voice and digital channels. In addition, it can automate operational responses through business rules and playbooks and align workforce decisions with real-time customer demand. SuccessKPI was named a top provider in Workforce DMG Consulting's "Management in the Age of AI: 2026 CX Market Report" and continues to advance among the market leaders of Frost & Sullivan's Frost Radar: Workforce Engagement Management (WEM) for the third straight year. Frost & Sullivan also named SuccessKPI as a Global Customer Value Award Leader winner based on their competitive workforce management, conversation analytics, automated quality monitoring, and agent assistance combined into a single SaaS-based solution.
SuccessKPI powers next generation hybrid contact centers with WEM for Webex cloud. New Cisco integration combines Webex Contact Center with SuccessKPI's AI-native WEM platform to optimize performance across human and AI agents Fairfax County | July 15, 2026 SuccessKPI, a leading AI-powered Workforce Engagement Management (WEM) provider, today announced its partnership with Cisco to deliver new solutions for Webex Contact Center by integrating advanced Workforce Engagement Management (WEM) and workforce intelligence with Webex Contact Center into a single cloud-native platform. The integration will help organizations improve human agent and agentic productivity, elevate customer experience, and drive measurable operational outcomes. Built for enterprise-scale contact centers, this integration enables Webex customers to unify and automate workforce planning, quality, coaching, performance insights, and conversational intelligence across voice and digital channels without disrupting existing Cisco investments. As customer service organizations rapidly adopt AI agents, virtual assistants, automation, and agentic AI capabilities, the traditional contact center is evolving into a hybrid contact center - an environment where human agents and AI agents work together to deliver customer experiences. This shift requires a new operational model capable of governing, managing, measuring, coaching, and optimizing both human and digital workforces as a unified system. "Enterprises are looking for a cloud-native platform to help improve agent productivity, elevate customer experience, and drive measurable operational outcomes, especially when building hybrid workforces where AI agents handle routine interactions, humans focus on higher-value engagements, and automated workflows orchestrate outcomes across both," said David Rennyson, CEO of SuccessKPI. "Utilizing AI-based WEM solutions, SuccessKPI provides the agentic governance layer that helps organizations optimize this hybrid model while maximizing the value of their Cisco foundation." The combined solution brings Workforce Management, Quality Management, Speech Analytics, Agentic Quality Management, Coaching, Performance Intelligence, and Operational Analytics into a single cloud-native platform. By integrating with Webex Contact Center, organizations gain a unified operational control center that transforms interactions into actionable business intelligence. Built for the Era of Agentic AI While many organizations have deployed AI capabilities, few have established the operational framework required to manage AI agents alongside human employees and capabilities such as Deep Prompts which enable governance at scale. SuccessKPI addresses this challenge by connecting conversation intelligence, operational signals, quality management, and business outcomes into a single ecosystem. The SuccessKPI solution is designed to: * improve service levels while reducing labor costs * increase quality assurance coverage without expanding QA teams * manage human + agentic CX resolution, quality and customer experience * reduce average handle time through targeted coaching * improve employee engagement and retention * accelerate operational decision-making with real-time intelligence * optimize workforce performance across human and AI resources. The platform enables organizations to optimize staffing across both human and AI-assisted workflows while consistently measuring the effectiveness of AI and human interactions, monitoring customer sentiment, and surfacing emerging trends across voice and digital channels. In addition, it can automate operational responses through business rules and playbooks and align workforce decisions with real-time customer demand.
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About SuccessKPI
Industries
Data & Analytics
Enterprise Software
AI & Machine Learning
Company Size
51-200
Company Stage
Growth Equity (Venture Capital)
Total Funding
$33M
Headquarters
Chantilly, Virginia
Founded
2017
There are no jobs for SuccessKPI right now.
Find jobs on Simplify and start your career today