SuccessKPI and ConnectGen Partner for CCaaS Accelerator Solution

Cloud-based contact center and customer experience (CX) platform provider SuccessKPI, Inc. has announced that it is partnering with fellow Amazon Web Services (AWS) partner ConnectGen to launch Contact Center Builder, a new solution designed to accelerate small contact center-as-a-service (CCaaS) deployments from months to mere days. This will allow companies to quickly take advantage of the business benefits of CCaaS. SuccessKPI’s platform was created to enable contact centers to use artificial intelligence and automation to improve business outcomes and transform CX.

The new solution, according to the company, "is ideal for startups launching their business, and small to medium-sized businesses pursuing digital transformation with lean resources." It will also bring benefits to large enterprises aiming to capitalize on market demand with swift product launches. Contact centers can use Contact Center Builder to rapidly deploy CCaaS solutions with no technical requirements and reduced cost while providing the analytics and insights companies need today to perfect their CX journey.

SuccessKPI's Contact Center Builder guides the user through a simple setup wizard in their web browser. It then completes the setup of an interactive voice response system (IVR) and interactive virtual agent (IVA) chat bot for prompting callers and assessing intent. It also provides an automatic call distribution (ACD) feature for directing calls to the right agent queue and a complete instance of Amazon Connect for handling calls and comprehensive reporting as well as dashboards to track the calls and measure agent performance. The solution can also connect the contact center to major customer relationship management (CRM) systems such as Salesforce.com.

"SuccessKPI's mission is to enable improved business outcomes," explained Dave Rennyson, CEO of SuccessKPI, in a statement. "Contact Center Builder delivers on that by making what was once a complex setup now possible in minutes, democratizing access to sophisticated contact center technology."