SuccessKPI
Procurement partnerAbout
SuccessKPI is an AI-powered workforce intelligence and performance platform designed for enterprise contact centers staffed by both human and AI agents. The platform combines workforce management, quality management, conversation analytics, real-time agent assistance, and BI reporting into a single cloud platform. It serves regulated industries including healthcare, insurance, financial services, and government, providing independent measurement and governance above existing CCaaS platforms.
Details
VenSearch Intelligence
Ideal Customer
- SuccessKPI's platform is designed to scale from 50 to 5,000 agents, making it suitable for contact centers ranging from small to large enterprise.
- The strongest growth and primary value delivery is directed at large enterprises and government agencies with complex operations requiring AI-driven automation, quality management, and customer experience optimization.
Key Differentiators
- SuccessKPI differentiates on a unified, cloud-native, serverless SaaS architecture that combines BI/reporting, conversation analytics, quality management, real-time agent assist, and workforce management on a single data platform — avoiding the siloed tools common among competitors.
- The company was the first CX vendor to publicly publish its AI strategy and roadmap, and emphasizes a 'data-first, AI-native' approach with GenAI embedded across all modules.
Industries Served
- SuccessKPI serves a broad range of industries including government (federal, state, and local agencies), business process outsourcing (BPO), financial services, healthcare, technology, retail, e-commerce, travel, hospitality, and logistics.
- The company has a dedicated government vertical with FedRAMP-authorized solutions sold through Carahsoft's public sector contract vehicles, and its fastest-growing verticals in recent years have included finance, travel, healthcare, BPO, and federal and state government sectors.
Service Coverage
- SuccessKPI operates globally, with its primary market in North America and growing presence in Europe and Latin America.
- The company has established data centers in the United States, Canada, the United Kingdom, Germany, and Singapore, with plans to extend into the Middle East and Australia to support rising demand in emerging markets.
Partnerships
- SuccessKPI has deep technology partnerships with Amazon Web Services (holding Amazon Connect Ready, Machine Learning ISV Competency, and AI Software Competency designations and listing on AWS Marketplace), Genesys, Cisco/Webex (integrated WEM platform for Webex Contact Center announced July 2026), Zoom (preferred Zoom Contact Center solution partner and part of Zoom's ISV Exchange Program), Twilio, Talkdesk, Five9, Avaya, LiveVox, Salesforce, Maximus, UJet, and SurveyDynamics, with over 180 integrations in total.
- For the government channel, SuccessKPI partnered with Carahsoft Technology Corp. as its Master Government Aggregator, making its FedRAMP-compliant solutions available through SEWP V, NASPO ValuePoint, NCPA, ITES-SW2, and other public sector contract vehicles.
Company Size & Ownership
- SuccessKPI was founded in 2017 (some sources cite 2015) by Dave Rennyson and Piyush Patel, and is headquartered in Fairfax County/Chantilly, Virginia.
- The company has approximately 51–200 employees (approximately 169 per PitchBook), with estimated annual revenue of around $29 million.
Compliance & Certifications
- SuccessKPI holds a comprehensive set of security certifications and compliance attestations, including SOC 2 Type II, HIPAA, PCI DSS Level 1, ISO 27001, GDPR, CCPA, and LGPD.
- The company achieved FedRAMP authorization at a moderate impact level through the Joint Authorization Board (JAB) in December 2022, making it suitable for federal agency deployments.
Compiled from public sources by VenSearch · Last researched October 14, 2026
Offerings
9 offeringsAgent Observability
An observability capability that shows what an agent's desktop, network, and headset were doing during a call. It gives contact center managers visibility into the technical environment of agents at the time of each interaction.
BI & Reporting
A business intelligence and reporting capability that turns interactions, evaluations, forecasts, and telemetry into queryable dashboards. It provides out-of-the-box reports as well as a professional-grade toolkit for building custom reports.
Contact Center Builder
A solution that sets up a full-featured Amazon Connect contact center instance in minutes using an easy setup wizard that gathers requirements including hours of operation, queues, phone numbers, and agent details. It includes smart call routing with IVR and IVA functionality, seamless CRM integration with systems like Salesforce, impactful out-of-the-box reporting, and 40 hours of included professional services for customization.
Conversation Analytics
A conversation analytics capability that transcribes voice and digital conversations and detects topics, themes, and sentiment. It is described as Speech and Text Analytics and provides insight into customer interactions across channels.
Last-Mile Connectivity
A connectivity offering listed as a distinct solution type on the SuccessKPI platform navigation. Specific details about the service are referenced by name but not further described on the pages provided.
Playbook Builder™
A named product feature listed as part of the SuccessKPI platform. It is listed alongside Quality Management, Agent Assist, and Workforce Management as a distinct component of the platform offering.
Quality Management
A quality management solution that runs human QA alongside AI auto-scoring of 100% of interactions using the same evaluation forms. It uses GenAI-powered analysis to automatically evaluate agent performance, customer sentiment, compliance, and resolution quality at scale.
Real-Time Assistance
A real-time agent assistance capability that puts the right script and next step in front of the agent live during a call, then automatically writes the wrap-up for them after the interaction. It is designed to guide agents and reduce post-call work.
Workforce Management
A workforce management capability covering forecasting, scheduling, intraday management, adherence, and time-off, built on the same data platform as all other SuccessKPI capabilities. It is designed for contact centers managing both human and AI agents within a single cloud platform.
Considering SuccessKPI?
Our team will work with you to determine if SuccessKPI is the right fit for your organization. From research and assessment through procurement negotiation and ongoing vendor management — we handle the entire process at no cost to you.