SuccessKPI

SuccessKPI operates a cloud-native workforce engagement management (WEM) and experience analytics platform for contact centers. The platform combines business intelligence, speech and text analytics, real-time agent and supervisor assist, quality monitoring, and workforce management in a single layer that sits on top of existing contact center infrastructure. It unifies customer- and employee-experience data across channels and tools into a common data foundation and then applies AI to surface insights, anomalies and sentiment signals from customer interactions, generate automated quality evaluations and scoring, forecast interaction volumes and build agent schedules, and deliver next-best-action guidance to agents and supervisors.

The company positions the platform as covering a hybrid workforce of human agents, AI agents, copilots and workflows, and markets a patented Playbook Builder for converting insights into automated actions. Marketed platform attributes include compatibility with most CCaaS environments, deployments ranging from 100 to more than 10,000 agents, and third-party certifications including PCI, SOC 2, HIPAA, GDPR and FedRAMP. Published customer examples include State Collection Service, BYL, Grupo Multi, and a Maximus deployment for the CDC cited as reducing quality-management costs by 30%.

Founding story

The founders, drawing on prior experience working together and decades of exposure to unresolved contact center problems, concluded that digital transformation of contact centers was inevitable and founded SuccessKPI to improve contact center outcomes from the front-line agent to the CEO, with a stated focus on both customer and employee experience. CEO Dave Rennyson had earlier co-authored a book, The Art of SaaS, published in 2015 with Ahmed Bouzid.

Business model

SuccessKPI sells a SaaS platform layered on top of customers' existing contact center systems, described by the company as pure SaaS, serverless and delivered without customer-facing data centers or on-premise hardware.

Software-as-a-service delivered to enterprise contact center operators; the company describes deployments sized by agent seats (from 100 to 10,000-plus agents).

Traction

The company reported 10x revenue growth ahead of its January 2022 investment announcement, deployments of up to 20,000 seats standing up within weeks by 2021, more than 180 integrations, and customers among government, BPO, financial, healthcare and technology contact centers.

Latest developments

Current company materials position the platform around agentic and human CX, covering AI agents, copilots and workflows alongside human agents, and cite recognition as a leader in Frost & Sullivan's 2024 and 2025 WEM Frost Radar and CRM Magazine's 2024 Industry Leader Awards.