Insight & Action for Amazon Connect

Leverage powerful business intelligence—designed for business users—to unlock data and turn it to insights
Activate SuccessKPI in minutes with pre-built Amazon Connect integration
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.
Drive operational efficiencies, improve customer experience and agent satisfaction

White Paper: Insight & Action for Amazon Connect

See how you can take your Amazon Connect performance to the next level.

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Unlock Capabilities

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

Get better insights into outbound campaigns with journey events and attempt details
Optimize your outbound engagement strategy with motions that resonate
Leverage insight on event types, attempt status, journey results, channel type, opt out status, device detail and geography to improve touchpoint effectiveness and customer experience

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

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.

Trusted by Leading Companies

“Bringing SuccessKPI on board was one of the easiest implementations I have experienced. On day 1, we were able to start listening and scoring calls. It was as if someone turned the data lights on for Edcor.”
— Terry Lang, Director of CX at Edcor

“At Maximus, we are constantly looking for new ways to innovate and improve the Citizen Journey and contact center experience. SuccessKPI allowed us to deliver increased capacity, automated quality review, and agent compliance and performance improvements for government agencies.”

Secure

Automatic PII Redactions, Built-in Risk-Mitigation Features

Compliant

Third party certified PCI, SOC2, HIPAA, GDPR, CCPA, LGPD compliant

Reliable

100% Uptime

Fast

Set-up in minutes

Scalable

1000, 10,000 or 100,000+ agents

Do More With Your Data.

Insight & Action for Amazon Connect

White Paper: Insight & Action for Amazon Connect