SuccessKPI, a cloud-native, workforce engagement management (WEM) provider, reported over 100% revenue growth in 2024, driven by 90% year-to-year average increases on sales of its AI-powered WEM platform for contact centers since 2021.
Comparatively, the global call and contact center outsourcing market size was estimated at USD $92.93 billion in 2023 and is expected to grow at a compound annual growth rate (CAGR) of 9.1% from 2024 to 2030, according to Grand View Research. A CAGR in sales of 5-12% is suitable for large-cap companies. Similarly, for small businesses, a CAGR of 15% to 30% is satisfactory, assesses ICICI Direct. This makes SuccessKPI’s rapid ascent all the more astonishing.
While SuccessKPI revenue rose in all geographies, user growth in Latin America has tripled primarily due to adoption of AI-based scoring and automated quality management (QM). The fastest growth by verticals were finance, travel, healthcare, business process outsourcing, and federal and state sectors.
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The company’s data ecosystem grew with Cisco and Zoom expansions on top of its established partnerships with Genesys, Amazon Connect, Maximus, Talkdesk, Twilio, LiveVox, Five9, Avaya, SurveyDynamics, Salesforce and UJet among others, with more than 180+ integrations.
SuccessKPI is listed among the leaders of Frost & Sullivan’s Frost Radar: Workforce Engagement Management (WEM) 2024 for the second consecutive year. CRM Magazine also named SuccessKPI a leader in the 2024 CRM Industry Leader Awards, representing the best in WEM. WEM tools, powered by artificial intelligence (AI), have become crucial investments as contact center agent/supervisor retention and upskilling surge as priorities, according to the Frost & Sullivan report.
SuccessKPI was the first CX company to publish its AI strategy and roadmap and has developed GenAI for use cases including:
- Business intelligence and reporting (a GenAI co-pilot to create dashboards and reports using natural language)
- Speech and text analytics (GenAI-powered deep sense, topic mining and phrase recommendation)
- Quality Management/”QM” (a GenAI evaluator co-pilot for real-time feedback and agent recommendations)
- Agent Assist (a GenAI powered knowledge search across customer relationship management systems and real-time call summarization)
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“SuccessKPI’s exponential growth shows that improving customer experience is a strategic imperative,” said Dave Rennyson, CEO of SuccessKPI. “SuccessKPI is a force multiplier for customer service agents and supervisors, increasing their effectiveness and morale, which in turn, raises every customer’s experience and ensures the success of customer service operations.”
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Source: PR Newswire
