--- title: "SuccessKPI Software Pricing, Alternatives & More 2026 | Capterra" description: "With the help of Capterra, learn about SuccessKPI Software - reviews, pricing plans, popular comparisons to other Contact Center Quality Assurance products and more." source_url: "https://www.capterra.com/p/10034411/SuccessKPI/" page_type: "product" language: "en" --- # SuccessKPI Software Review 2026: Features, Reviews, Integrations, Pros & Cons Last updated on September 16, 2026 Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. [Description](#description)[Use cases](#use-cases)[Alternatives](#alternatives)[FAQs](#faqs)[Features](#features)[Pricing](#pricing)[Integrations](#integrations)[Support](#support) SuccessKPI ## What is SuccessKPI? SuccessKPI is the performance platform for human + agentic CX. It measures, manages, and governs the work of both human agents and AI agents in the contact center, holding both to the same standards. Most quality programs evaluate 1% to 3% of interactions and report weeks later. SuccessKPI scores up to 100% of interactions, human and AI agents, against evaluation forms the customer defines. A human reviewer confirms, adjusts, or overrides every AI-assigned score, and the reasoning behind each score is visible. Contact centers use SuccessKPI to put evidence behind compliance on every interaction. ## What is SuccessKPI used for? [Call Center Workforce Management](https://www.capterra.com/call-center-workforce-management-software/)[Speech Analytics](https://www.capterra.com/speech-analytics-software/)[Contact Center Quality Assurance](https://www.capterra.com/contact-center-quality-assurance-software/) Top alternative Featured Overall rating Based on 0 user reviews Reviews sentiment Positive \- Neutral \- Negative \- Starting price $15 Per User, Per Month Free trial not available Free version not included Capterra Shortlist charts the highest-rated and most popular products... Our "Best of" badge program showcases products with the highest ratings... Our "Best of" badge program showcases products with the highest ratings... Do you work for SuccessKPI?[Manage this product listing](https://www.g2.com/products/successkpi/claim_requests/new?auto=true) ## Compare with a popular alternative Capterra selects software alternatives based on relevant features, verified user reviews and user interactions. Placement may be influenced by client status. ### SuccessKPI 0.0 VS. [4.8 (253)](https://www.capterra.com/p/142813/Insightful/reviews/) Starting Price $15 Per User, Per Month Starting Price $8 Per User, Per Month Free Trial Free Version Pricing Options Free Trial Free Version Ease Of Use 0.0 (0) Ease Of Use 4.8 (263) Value For Money 0.0 (0) Value For Money 4.7 (201) Customer Service 0.0 (0) Customer Service 4.8 (209) ## SuccessKPI alternatives [4.5 (830)](https://www.capterra.com/p/136189/Salesforce/reviews/) Starting price $25.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 91% of reviewers rated it above 4 stars [Calabrio ONE](https://www.capterra.com/p/110588/Calabrio-One-Suite/) [4.5 (263)](https://www.capterra.com/p/110588/Calabrio-One-Suite/reviews/) Starting price $295.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 91% of reviewers rated it above 4 stars [Learn More](https://www.capterra.com/p/110588/Calabrio-One-Suite/) [NiCE CXone](https://www.capterra.com/p/134775/inContact-Call-Center-Software/) [4.2 (581)](https://www.capterra.com/p/134775/inContact-Call-Center-Software/reviews/) Starting price $110.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 82% of reviewers rated it above 4 stars [Learn More](https://www.capterra.com/p/134775/inContact-Call-Center-Software/) [Qfiniti](https://www.capterra.com/p/172345/Qfiniti/) [4.5 (2)](https://www.capterra.com/p/172345/Qfiniti/#reviews) Starting price Contact vendor for pricing Pricing Options Free Trial Free Version User Rating 100% of reviewers rated it above 4 stars [Learn More](https://www.capterra.com/p/172345/Qfiniti/) ## FAQs about SuccessKPI Overview ### What company size and specific industries is SuccessKPI built for? SuccessKPI is designed for contact centers and organizations in government, financial services, retail and ecommerce, healthcare, travel and hospitality, software and technology, and BPO services. The description does not specify a company size, but the listed sectors suggest it is built for a range of operational teams in those industries. Features and Usability ### What are the key features of SuccessKPI? SuccessKPI offers AI Copilot, AI/Machine Learning, and Generative AI for analysis and recommendations, plus Activity Dashboard, KPI Monitoring, and Reporting/Analytics for performance tracking. It also includes Call Monitoring, Call Recording, Speech-to-Text Analysis, Sentiment Analysis, Quality Management, Workflow Automation, Workforce Management, and Third-Party Integrations. Pricing ### How much does it cost and what fees or limitations are included? SuccessKPI starts at $15 per user/month for the BI & Analytics plan, plus $0.006 per agent/minute for certain features. Speech & Text + QM costs $30, Power costs $45, and Empower costs $60, each with added per-agent-minute and transcription charges. No free plan or trial is listed. Integrations ### Which third-party tools and platforms does SuccessKPI integrate with? SuccessKPI connects natively to AWS Lambda, Five9, Genesys Cloud CX, and Zoom Contact Center. These integrations cover cloud services and contact center platforms, giving SuccessKPI links to common operational systems used for routing, analytics, and workflow connections. Getting Started and Support ### What training and onboarding options does SuccessKPI offer? SuccessKPI provides in-person training, live online sessions, webinars, documentation, and videos to help teams get started. In-person and live online options support guided instruction, webinars offer group learning, documentation gives written reference material, and videos provide self-paced viewing. Getting Started and Support ### What customer support options does SuccessKPI offer? SuccessKPI provides email/help desk, a knowledge base, phone support, and chat. These channels give users multiple ways to get help, though no reviewer feedback is available here to describe response times, helpfulness, or common support frustrations. ## Features AI summary Based on 219 Contact Center Quality Assurance reviews Capterra reviewers highlight these as the features buyers value most when choosing contact center quality assurance software: - **Call Recording** (**65%** of reviewers rated this feature as critical) - **Quality Management** (**52%**) - **Call Routing** (**70%**) SuccessKPI supports **Call Recording** and **Quality Management**, giving teams the tools to review customer interactions and track service standards more consistently. However, it does not offer **Call Routing**. Instead, it provides other highly rated capabilities, including **Reporting/Analytics** (**50%**), **Feedback Management** (**56%**), and **Call Monitoring** (**45%**), which help businesses measure performance trends, collect input from customers and agents, and oversee live or recorded interactions, allowing teams to improve coaching and maintain service quality. Activity Dashboard Dashboard to view the status of ongoing processes, identify current incidents and track past activities Activity Monitoring Track and report on everything that happens within the system or network Activity Tracking Track and document all activities across devices, networks, and other systems Agent Availability Offers complete visibility into agent availability to efficiently create and manage schedules. Agent Interface Agents can view and manage all customer requests and interactions. Agent Self-Service Allows agents to set their own preferences, request time off, and trade shifts. SuccessKPI 121 features ### All Features - Activity Dashboard: Dashboard to view the status of ongoing processes, identify current incidents and track past activities - Activity Monitoring: Track and report on everything that happens within the system or network - Activity Tracking: Track and document all activities across devices, networks, and other systems - Agent Availability: Offers complete visibility into agent availability to efficiently create and manage schedules. - Agent Interface: Agents can view and manage all customer requests and interactions. - Agent Self-Service: Allows agents to set their own preferences, request time off, and trade shifts. - AI Copilot: A virtual assistant that uses AI to pursue goals and complete tasks on behalf of users - AI Text Generation: Allows users to generate text based on a text prompt. - AI Text Summarization: Condenses long documents or text into a brief summary. - AI/Machine Learning: Software program that continuously adjusts its behavior based on observed data - Alerts/Notifications: Alerts or notifications of various types such as pop-up messages, sounds, banners, or badges - API: Application programming interface that allows for integration with other systems/databases - Approval Process Control: Manage the process of evaluating documents or requests submitted for approval - Archiving & Retention: Moving and separately storing data that is not actively used or continuous storage of data for compliance purposes - Attendance Management: Manage attendance for classes, shifts, meetings, or events - Audio Capture: Record audio or import/upload audio files - Auto-Dialer: System that automatically dials calls - Automatic Call Distribution: Distribute/route/connect calls - Automatic Transcription: Use AI to convert voice into text automatically - Automation: Automates manual tasks such as visitor arrival and departure notifications, guest badge printing and contact information autofilling. - Calibration: Offers features for maintaining fair and consistent scoring - Call Center Management: Manage all call center activities including call monitoring, call recording, call answering, call transfer, etc. - Call Disposition: Track and report on call outcomes - Call List Management: Manage and track all past and future calls. - Call Monitoring: Listen to live phone conversations for the purpose of training and assessing agent performance - Call Recording: Record the audio of phone conversations for quality assurance purposes - Call Reporting: Track and report on all incoming and outgoing calls - Call Routing: Sends voice calls to a specific queue based on predetermined criteria - Call Scripting: Provide agents with a typical response for common call subject matter - Call Tagging: Highlight specific time marks for annotation and review purposes - Call Tracking: Process to identify source of incoming calls, date, time, duration or caller type using a unique phone number - Call Transcription: Voice conversion to text - Call Transfer: Transfers live calls to other agents - Caller ID: Identify the number and contact information of a caller before answering the phone - Campaign Management: Create a collection of marketing actions to complete specific goals and plan and analyze campaign results - Categorization/Grouping: Organize and group data or items based on various criteria - Chat/Messaging: Communicate using direct chat or messages within the system - Collaboration Tools: Provides a channel for team members to share AI models, media files, communicate, and work together - Communication Management: Manage and track all internal and external communication conducted via calls, email, text, or chat - Compliance: Implements policies and controls to help the organization meet various compliance certifications and standards, such as SOC 1, SOC 2, SSAE 18, ISO 27001, HIPAA and PCI DSS. - Compliance Management: Track and manage adherence to policies for any service, product, process, or supplier - Computer Telephony Integration: Computer-telephony integration is the use of computers to manage telephone calls - Contact Management: Manage, organize, and store contact information - CRM: Built-in customer relationship management (CRM) capabilities or integration with a third-party CRM system - Customer Experience Management: Track and understand a customer's overall satisfaction with a product or service to identify areas of improvement. - Customer Journey Mapping: Visualize and analyze customer experience across all touchpoints and channels - Customer Surveys: Tool to send questionnaires to customers to gauge feedback - Customizable Reports: Alter the layout and content of reports - Dashboards: An easy to read, often single page, real-time user interface, showing a graphical presentation of the current status and historical trends of an organization's Key Performance Indicators (KPIs) to enable instantaneous and informed decisions to be made at a glance. - Data Security: Protect sensitive data for digital privacy - Email Alerts: Receive and/or send email notifications for urgent updates, requests, or other information - Employee Coaching Tools: Conduct & deliver coaching sessions to improve employee performance or facilitate development - Employee Database: Electronic storage of staff/employee contact information and job status in a centralized repository - Employee Management: Track employee schedules, availability, and performance across projects and tasks - Employee Reward Programs: Builds a system of recognition and rewards to encourage employee performance and link outcomes to business needs - Employee Scheduling: Assign working shifts or tasks to employees based on their availability - Employee Time Tracking: Track and measure time worked for employees - Evaluation: Provide criteria to evaluate carriers such as on-time delivery or quality of service. - Event Triggered Actions: Predefined actions automatically performed on the occurance of specific events - Feedback: Provides thorough, actionable feedback regarding security vulnerabilities, or allows collaborators to do the same. - Feedback Management: Collecting, analyzing, and utilizing feedback from users or customers to improve a product or service - File Transfer: Move files across different systems or networks - For Call Centers: Designed for call centers - Generative AI: Use AI to generate content in the form of text, images, videos, etc. - HIPAA Compliant: Compliant with HIPAA, which sets standards for sensitive patient data protection - Interaction Tracking: Track interaction history by documenting conversations for contacts - Intraday Management: Monitoring current trends & demands to identify and resolve staffing gaps - IVR: Read and accept a combination of touch tone keypad selections and voice inputs and provide the appropriate prerecorded voice response - Knowledge Base Management: Manage a repository of information that includes articles, FAQs, or tutorials used for self-service support - KPI Monitoring: Tracking the status of previously identified performance measurements - Labor Forecasting: Predict labor requirements based on past and present data/trends - Language Detection: Identify different languages - Leaderboards: Boards that use custom metrics to show how leading performers compare to other individuals/teams - Leave Tracking: Manage and track employee attendance - Live Chat: Ability to chat online in real time - Mobile Access: Access software remotely via mobile devices - Multi-Channel Communication: Allows communication with customers or users via multiple channels such as phone, email, live chat, etc. - Multi-Channel Management: Manage inventory, communication, marketing, orders & more across warehouses, stores and online channels - Multi-Language: Manage and support multiple languages - Multiple Scoring Models: Create multiple models or equations for generating scores - Natural Language Processing: Process and analyze human language in text or audio form - On-Demand Recording: Record the audio of phone conversations for quality assurance purposes - Online Time Clock: Track/log the amount of time employees worked per job using a timer - Performance Management: Organize and manage the accomplishments and development of employees or performance of applications or systems - Performance Metrics: A set of indicators that tracks the performance of networks, applications, systems, teams, etc. - Predictive Analytics: Predict future data based on historical data sets - Predictive Dialer: System calls multiple numbers at once and connects the agent to the first number that answers - Productivity Analysis: Statistical data that helps identify improvement areas, delays or interruptions, and output of an employee - Quality Assurance: Systematic evaluation of various aspects of a project or service to prevent defects or issues - Quality Management: Focuses on improving processes by collecting data and spotting bottlenecks or other challenges. - Queue Management: Monitor wait time and abandonment for incoming requests that have not been routed - Real-Time Analytics: Analyze and gain insights into data in real-time - Real-Time Data: Receive data and information in real time - Real-Time Monitoring: Active monitoring of systems, applications, or networks - Real-Time Updates: Receive system updates as soon as any changes are made - Recording: Record live video calls to play later - Reporting & Statistics: Collection, analysis, and representation of numerical data and generation of reports to understand various patterns - Reporting/Analytics: View and track pertinent metrics to find patterns and gain insights from data - Reports: Delivers insights into charger performance, energy consumption, revenue, and usage trends to optimize operations and maximize utilization. - Sales Trend Analysis: Analyze the current state of sales data to accurately understand trends and forecast future sales numbers. - Scheduled Recording: Automatically record calls at predetermined times - Screen Recording: Record and save a video file of what is happening on a computer screen - Search/Filter: Search and filter data across systems to locate required information by entering keywords or certain criteria - Self Service Portal: Online portal through which end users can access the system, manage tasks, or obtain information - Self-Service Search: Enables users to search, access, and retrieve information from the system's database without needing technical assistance or support - Sentiment Analysis: Categorize emotions expressed and identify if they are positive, negative or neutral - Service Level Agreement (SLA) Management: Set and monitor service level agreements to ensure timely response and resolution - Skills Management: Organize, sort, and view employees based on skills and qualifications in order to make smarter workforce decisions. - Skills Tracking: Track employee skills, competencies, training & qualifications - Speech-to-Text Analysis: Analyze, correct, and monitor speech for transcriptions or recordings - Surveys & Feedback: Gauge satisfaction and receive information for improvement and success - Tagging: Attach digital tags to documents and assets for identification, search, or monitoring purposes - Third-Party Integrations: Set up connections to third-party platforms to improve business processes - Time Off Management: Track and manage employee time-off, vacation, and sick leave requests - Training: Provided training to users/administrators to ensure ongoing success after consultanting engagement was complete - Variable Workforce: Utilize third party services to cover unforeseen labor needs - Video Conferencing: Connect with meeting participants remotely over video - Visual Analytics: Interact with data visualization elements, such as charts and graphs, to drill down into data - Voice Mail: Computer-based system that allows users to send and receive voice messages - Workflow Automation: Streamlining repetitive tasks and activities through automated and predefined workflows - Workforce Management: A set of processes to optimize the productivity of its employees --- Get Advice We can help you find the software with the features you need. ## Pricing [View pricing plan details](https://www.capterra.com/p/10034411/SuccessKPI/pricing/) BI & Analytics $15.00 Per User,Per Month It includes: - Realtime Reports - Historical Reports - Data Connectors - Data Discovery - BI Platform Speech & Text + QM $30.00 Per User,Per Month It includes: - Data Connectors - Speech & Text Analytics - Playbook Builder - Quality Monitoring Power $45.00 Per User,Per Month It includes: - Realtime Reports - Historical Reports Empower $60.00 Per User,Per Month It includes: - Agent Assist - Agent Level Access - Task Automation - GenAI Package ## Integrations [ Salesforce Sales Cloud](https://www.capterra.com/p/61368/Salesforce/)[ Talkdesk](https://www.capterra.com/p/132852/Talkdesk/)[ Five9](https://www.capterra.com/p/132405/Five9/)[ Genesys Cloud CX](https://www.capterra.com/p/179417/Genesys-Cloud/)[ Amazon Connect](https://www.capterra.com/p/234575/Amazon-Connect/)[ Alvaria CXP](https://www.capterra.com/p/224221/Alvaria/)[ NICE Workforce Management](https://www.capterra.com/p/211852/NICE-Workforce-Management/)[ Zoom Contact Center](https://www.capterra.com/p/10016220/Zoom-Contact-Center/) Connect with a Capterra advisor for a free 15-minute consultation Get a personalized software list aligned to your business needs with guidance from our expert advisors. 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