SuccessKPI Called “Vendor to Watch in 2025” for AI-Powered Workforce Engagement Management by Frost & Sullivan
FAIRFAX COUNTY, Va., Feb. 12, 2025 // — SuccessKPI was spotlighted by IT research firm Frost & Sullivan as a “vendor to watch in 2025 and beyond” in workforce engagement management (WEM) for its seamless artificial intelligence (AI)-integration, intuitive usability, affordability, data-first approach, GenAI security policies and investment in customer education.
In the analysis by Senior Industry Analyst, Ankita Singh, Frost & Sullivan asserted that AI- powered WEM is now a mandatory solution for contact centers to manage and improve the employee experience (EX), which in turn raises the customer experience (CX).
Singh’s piece highlights SuccessKPI solutions such as its:
- Patented Playbook Builder™ to automate real-time customer interactions
- AI-powered Quantile Forecasting (weather forecasting for workforce planning)
- Business Intelligence GenAI co-pilot to create dashboards and reports using natural language
- Speech and text analytics (GenAI-powered deep sense, topic mining and phrase recommendation)
- QM GenAI evaluator co-pilot for real-time recommendations, feedback and agent recommendations
- Agent Assist GenAI-powered knowledge search across customer relationship managers and real-time call summarization
Commenting on the research, SuccessKPI CEO Dave Rennyson said, “Current insights and informed analysis all point to AI as key to delivering the successful customer journey of the future. SuccessKPI sees AI as foundational to solving enterprise problems for our enterprise customers.”
The analysis cites business case studies in which SuccessKPI dramatically transformed the contact center performance for one of the world’s leading logistics companies to achieve a unified WEM across their global customer service operations, and for a Fortune 500 healthcare company to create a unified command center for their global WEM operations from dozens of disconnected systems and technologies.
SuccessKPI’s customers have attested to the success of the platform,
wrote Singh. “The pure SaaS platform has been appraised as easy-to-use and seamless AI integration drives frictionless product adoption. The fact that incremental AI capabilities are also offered at no additional cost continues to offer high value for customers.”
With AI and automation implementation in WEM, contact centers can expect to boost agent well-being by reducing and managing agent and supervisor workloads and offering them the technology to work from anywhere, wrote Singh.
Frost & Sullivan’s 2024 Global WEM Customer Perspectives survey found that two-thirds of organizations will be investing in WEM solutions over the next five years, with AI-powered forecasting and scheduling and advanced analytics cited as the top priorities over the next two years.
Frost & Sullivan’s 2024 WEM Frost Radar research recommends that business customers invest in WEM vendors offering consultative and strategic support along with WEM technology. Optimizing human expertise and technological capabilities will result in a higher return on investment for customers, according to the research.
About SuccessKPI
SuccessKPI is a revolutionary enterprise AI, Analytics & Automation company enabling contact centers to utilize artificial intelligence and automation to improve business outcomes and transform customer experiences. SuccessKPI’s workforce engagement management (WEM) platform removes the obstacles that agents, managers and executives encounter in delivering exceptional customer service. We are trusted by some of the world’s largest government, business process outsourcing (BPO), financial, healthcare and technology contact centers in the United States, Europe and Latin America. Learn more at www.successkpi.com.
SuccessKPI Called “Vendor to Watch in 2025” for AI-Powered Workforce Engagement Management by Frost & Sullivan, source.
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