SuccessKPI integrates seamlessly with Webex Contact Center to bring advanced Workforce Engagement Management (WEM), AI-powered analytics, and performance intelligence into a single cloud-native platform—helping organizations improve agent productivity, elevate customer experience, and drive measurable operational outcomes.
Built for enterprise-scale contact centers, this integration enables Webex customers to unify workforce planning, quality, coaching, performance insights, and conversational intelligence across voice and digital channels — without disrupting existing Cisco investments.
A decision layer for Cisco Webex contact centers
Organizations running Cisco Webex often need more than routing and telephony — they need a decision layer that turns interactions into action. SuccessKPI adds that layer.
AI-Powered Workforce Management
Forecast, schedule, and staff to live customer demand.
Automated Quality Management
Evaluate interactions at scale with AI, not random samples.
Deep-Prompt Speech Analytics
Topics, sentiment, and playbooks across every conversation.
Coaching & Performance Intelligence
Turn insight into individualized, measurable improvement.
Unified Reporting
One view across your entire contact center ecosystem.
Operational Playbooks
Automate action from insight to drive business outcomes.
The result is a single operational control plane where leaders move from monitoring activity to driving performance.
Everything you need to run an AI-led operation
AI-Driven Quality Management
Move beyond manual scorecards. SuccessKPI evaluates interactions using AI models that surface:
- Compliance gaps
- Auto scoring of questions vs. manual scores
- Coaching opportunities
- Objection handling from agents
- Escalation management
- Behavioral patterns & automatic call selection
Supervisors prioritize the interactions that matter most instead of reviewing random samples.
Speech & Text Analytics
Bring together Webex recordings and digital conversations to analyze topics, sentiment, and deeper insight with Deep Prompt — and act on business rules:
- Voice + digital conversation
- Manual & automatic topic discovery
- Deep Prompt insight from conversations using AI
- Sentiment at channel, sentence & quarter level
- Playbook actions
- Redaction of PII data
Understand trends across the contact center and take automated action.
Coaching That Drives Measurable Improvement
SuccessKPI transforms insight into action through:
- Automated coaching recommendations
- Performance alerts
- Team leader scorecards
- Individualized improvement plans
Managers spend less time gathering data and more time improving agent effectiveness.
Workforce Management for Real-Time Operations
SuccessKPI synchronizes with Webex interaction and agent activity data to power:
- Forecasting across queues and channels
- Schedule generation
- Intraday staffing optimization
- Shrinkage planning
- Real-time adherence monitoring
Align staffing decisions with live customer demand.
AI that becomes operationally actionable
SuccessKPI is especially powerful for organizations adopting AI inside Webex environments because the platform connects every layer — so AI is never isolated, it becomes operationally actionable.
Prerequisites to enable integration
- Active Webex Contact Center tenant
- SuccessKPI WEM subscription (sales@successkpi.com)
- Administrative access to Webex environment
- API authorization between platforms
Deployment approach
Deployment is cloud-native and designed for rapid activation. SuccessKPI onboarding teams support:
What customers can expect
Better forecasting and adherence reduce overstaffing and under-coverage.
AI enables broader interaction review at scale.
Pinpoint behaviors that create unnecessary effort.
Better coaching and fairer performance visibility improve employee experience.
Move from static reports to live operational intelligence.
