SuccessKPI Wins a Stevie® in the 2025 American Business Awards® for Improving Contact Center Operations with "Invisible GenAI"

FAIRFAX COUNTY, Va., May 6, 2025 /PRNewswire/ -- SuccessKPI has won a 2025 Stevie® for its "invisible GenAI" capabilities for the contact center market, spanning its AI-powered workforce engagement management (WEM) platform.

The judges credited SuccessKPI with revolutionizing contact center operations with AI-powered features like Topic Miner, GenAI playbooks, Deep Prompts, Auto QM and Evaluation Co-Pilot. These innovations have led to significant improvements in business outcomes, customer experiences and operational efficiency.

Key features include Topic Miner, which uncovers hidden topics and tags content dynamically, and GenAI Playbooks, which automate actions and provide real-time agent assistance. Deep Prompts allow teams to gain deeper insights from customer interactions, such as analyzing CSAT scores and identifying coaching opportunities. The Auto QM and Evaluation Co-Pilot enable 100% coverage and consistent evaluations with AI-driven autoscoring, while Task Automation streamlines workflows by automatically generating tailored call summaries. These innovations drive operational improvements and empower customer service teams with smarter, AI-driven tools.

"Our philosophy on AI is that customer service and contact center agents, supervisors and analysts shouldn't have to summon for help, it should just make their work easier," said Dave Rennyson, CEO of SuccessKPI.  "GenAI is integrated in SuccessKPI WEM's platform to automatically and invisibly assist team members in improving contact center performance."

The American Business Award analysis also points out SuccessKPI's "prestigious industry analyst recognition (Frost & Sullivan Leader) and relevant awards for validation."

That recognition includes being named a leader in the 2024 Frost & Sullivan Workforce Engagement Management Radar and the 2023 Frost & Sullivan Workforce Optimization Radar.  In addition, CRM Magazine listed SuccessKPI among its top five leaders in the 2024 CRM Industry Leader Awards, representing the best in WEM.

The American Business Awards are the world's premier business awards honoring the achievements and positive contributions of organizations and working professionals worldwide.

All organizations operating in the USA — large and small, public and private, for-profit and non-profit — are eligible to submit nominations to the American Business Awards in a wide range of categories, honoring achievement in every aspect of work life, from customer service and management to public relations and product development.

More than 3,600 nominations were considered in the judging process this year by more than 250 professionals worldwide, whose average scores determined the winners.

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 WEM Frost Radar™ and CRM Magazine's 2024 Industry Leader Awards, SuccessKPI continues to set the standard for AI-driven contact center solutions. 

SOURCE SuccessKPI