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SuccessKPI, a prominent provider of AI-powered workforce engagement management (WEM) solutions, has once again been positioned as a Leader in the 2025 Frost Radar™: Workforce Engagement Management report by Frost & Sullivan. This recognition highlights the company's continued advancements in AI-driven contact center technologies and its expanding market presence.
Frost & Sullivan's latest report underscores SuccessKPI's strengths in delivering a comprehensive WEM platform that enables real-time data access and seamless insights for contact center operations. The serverless, SaaS-based architecture supports workforce management, conversation analytics, quality monitoring, and real-time agent and supervisor assistance, empowering users to coach agents and drive actions efficiently in contact center environments.
The report praises SuccessKPI's high generative AI adoption rate and the introduction of its Last-Mile Connectivity solution, which enhances monitoring of agent desktops, headsets, bandwidth, and connectivity issues. Notable product categories highlighted include GenAI Deep Prompts, Topic Miner, and Automated Quality Monitoring (Auto-QM). These tools enable analysis of up to 100% of customer interactions across languages, identification of compliance risks, dynamic agent coaching, and detection of emerging intents and operational patterns in contact centers.
"SuccessKPI's seamless AI integration, intuitive usability, affordability, data-first approach, GenAI security policies, and investment in customer education make it a market leader and vendor to watch in 2025 and beyond," said Ankita Singh, Industry Principal, Frost & Sullivan.
SuccessKPI demonstrated impressive 50% global growth in 2024, including 75% in North America, with expectations for continued expansion in 2025. This performance is attributed to advanced generative AI capabilities and a focus on customer value in workforce engagement management solutions.
"In the contact center environment, employee experience and customer experience are deeply interconnected," said Dave Rennyson, CEO of SuccessKPI. "Our AI-driven WEM tools give busy agents real-time insight, feedback and guidance, boosting agent performance and, most importantly, the customer experience."
SuccessKPI continues to solidify its position as a top provider of AI-powered workforce engagement management platforms, delivering measurable value through innovation and scalability for contact centers worldwide.
About Frost & Sullivan
Frost & Sullivan is a global research and consulting firm that identifies growth opportunities and disruptive technologies for businesses, governments and investors. Its Frost Radar™ reports showcase the most innovative and high-performing companies in a variety of markets.
About SuccessKPI
SuccessKPI is a cloud-native, workforce engagement management (WEM) platform that is revolutionizing how contact centers can utilize artificial intelligence and data automation to improve business outcomes and transform customer experiences. SuccessKPI is trusted by some of the world's largest government, BPO, financial, healthcare and technology contact centers in the United States, Europe and Latin America. With over 180 integrations and recognition as a leader in Frost & Sullivan's 2024 and 2025 WEM Frost Radar™ and CRM Magazine's 2024 Industry Leader Awards, SuccessKPI continues to set the standard for AI-driven contact center optimization solutions.
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