Insight & Action for Amazon Connect
Turn your Amazon Connect data into real-time insights and automated actions. SuccessKPI unifies your CX data, empowers business users with intuitive analytics, and drives measurable improvements in performance, efficiency, and customer experience.
New Insights, Automatic Actions.
Take your Amazon Connect performance to the next level.
Activate
Activate SuccessKPI in minutes with pre-built Amazon Connect integration.
Connect
Get a single source of truth on CX data by bringing rich datasets together with 180+ out-of-the-box connectors.
Unlock
Leverage powerful business intelligence designed for business users and turn it to insights.
Automate
Send automated actions in real-time during a conversation, after the conversation, or based on call sentiment, keywords, themes, or metrics.
Get Results
Drive operational efficiencies, improve customer experience and agent satisfaction.
Real-time + Historical Insights
No technical upskilling, no IT queues
Keep your business users focused on business with our easy-to-use business intelligence platform. Combine, slice and dice your data any way you need to create the visualizations and insights needed to power your business.
Industry-leading infrastructure
SuccessKPI is powered by data lakehouse architecture that combines the scalability and efficiency of data lakes with the transactional powers needed in the data warehouse to enable business intelligence. Go ahead, bring all your third-party data in, use Rest APIs, and combine structured and unstructured data in the only platform purpose-built for the specific complexities of contact center data.
Advanced Analytics for Amazon Contact Lens
Get deep understanding
Understand every attribute of conversations including reasons for call, sentiment, loudness score, overtalk time, silence time, intent detected and sentiment.
Identify experience gaps
Open ended search and discovery of keywords, topics, sentiment and any combination of call related metrics enable targeted conversation discovery based on your criteria.
Drive action and boost performance
Put that discovery into action for better customer and agent experience by leveraging SuccessKPI’s Playbook BuilderTM to automate actions that improve the metrics that matter to your business like FCR, AHT, and more.
Advanced Insight with Connect Cases
Augment Amazon Connect Cases with consolidated views with new dimensions to your various data sources.
Leverage advanced reporting to understand and take action on case management performance.
Quickly identify optimization opportunities with full journey visibility.
Keep tabs on time to resolution, case interactions and updates, current case durations, and other key metrics to help identify opportunities for improvements
Accelerate Migration. Improve Outcomes.
When enterprises change toolsets — as part of a cloud migration or toolset upgrade — there’s no time to stop business as usual while you implement something new. Functionality must be replicated to keep business moving forward.
Some platforms help you maintain data access while migrating. SuccessKPI is the only platform purpose-built to replicate your existing report so you don’t miss a beat.
Quickly Replicate Reports from CISCO, Genesys, Avaya and more. Leverage 50+ out-of-the-box reports designed to accelerate migration, combined with pixel-perfect reporting replication.
Analyze Lex Conversations
Leverage AI to monitor and improve conversation outcomes.
Get insights into the performance of your Amazon Lex conversations.
Identify where to optimize your conversations to achieve better results such as higher rates of containment, reduced agent transfers or agent assisted calls.
Understand and Improve Contact Flow
Contact flow analytics give insights into your customers journey within a contact flow/IVR application.
See how customers transition through and perform in contact flows. Identify where IVR causes drop-offs or friction.
Optimize flows and routing to improve experience and outcomes.
Pinpoint and Optimize Campaigns
Determine campaign success criteria based on data sets. Discover the best times to proactively engage with customers. Find out which channels brings the most ROI.
Connect Data with Pre-Built Data Pipes
Immediately integrate with all your CX data
Setup your data to flow from business applications that matter to you such as Salesforce featured here, and 180+ more.
Security you can trust
Enterprise-Grade Compliance & Security
SuccessKPI makes the privacy and protection of the data on our network and platform our #1 priority. In addition to platform security features such as automated PII redactions, SuccessKPI has established a full framework of policies and procedures to protect data in transit and at rest in our SaaS platform. These policies and procedures meet the highest industry standard and are audited and certified regularly in accordance with leading security and operational performance standards, including PCI, SOC2, HIPAA, ISO 27001, GDPR, CCPA, LGPD, FedRAMP and more.
Get Started Today.
Do more with your data. New insights, automatic actions. Take your Amazon Connect performance to the next level.
Activate SuccessKPI in minutes with pre-built Amazon Connect integration. Leverage powerful business intelligence designed for business users and turn it into insights. Drive operational efficiencies, and improve customer experience and agent satisfaction. Get a single source of truth on CX data by bringing rich datasets together with 180+ out-of-the-box connectors. Send automated actions in real-time during a conversation, after the conversation, or based on call sentiment, keywords, themes, or metrics. Do more with your data!
