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Integrated solution launch. Partnership unifies SuccessKPI WEM with Webex Contact Center.
Hybrid workforce management. Enables governance and optimization of human and AI agents together.
Enterprise impact. Large contact center operators gain improved efficiency and actionable intelligence for evolving hybrid models.
SuccessKPI, an AI-powered Workforce Engagement Management (WEM) provider, on July 15 announced a partnership with Cisco to integrate its WEM platform with Webex Contact Center. The cloud-native integration combines workforce planning, quality management, coaching, speech analytics and performance intelligence across voice and digital channels.
The move targets the growing hybrid contact center model, where human agents and AI agents handle customer interactions together. According to SuccessKPI, the combined solution aims to improve agent productivity, elevate customer experience and drive measurable operational outcomes without disrupting existing Cisco investments.
The Fairfax, Va.-based company said the platform brings Workforce Management, Quality Management for humans and AI, Speech Analytics, Coaching, Performance Intelligence and Operational Analytics into a single environment. SuccessKPI was named a top provider in DMG Consulting's "Management in the Age of AI: 2026 CX Market Report" and has advanced among market leaders in Frost & Sullivan's WEM Frost Radar for three consecutive years.
"Utilizing AI-based WEM solutions, SuccessKPI provides the agentic governance layer that helps organizations optimize this hybrid model while maximizing the value of their Cisco foundation," said David Rennyson, CEO of SuccessKPI.
SuccessKPI Feature Breakdown
The integration delivers the following capabilities to Webex Contact Center customers, according to SuccessKPI:
Capability | Description |
|---|---|
Unified WEM platform | Consolidates workforce planning, quality and coaching in one environment |
Quality Management for humans & AI | Applies consistent evaluation across human and AI agent interactions |
Speech Analytics | Extracts conversational intelligence from voice and digital channels |
Deep Prompts | Enables AI governance at scale across hybrid workforces |
Performance Intelligence | Surfaces operational insights to accelerate decision-making |
Recent SuccessKPI News
SuccessKPI closed 2025 with more than 50% global revenue growth and has spent the first half of 2026 building out leadership, analyst credibility and geographic footprint to match. In January 2026, Frost & Sullivan named the vendor its 2025 Global Customer Value Leader in WEM, citing customer-reported gains of 20% in CSAT, 15% in attrition reduction and 40% in productivity. That recognition was followed by the appointment of a new CMO and CFO, Middle East expansion, new data centers across five countries and the addition of former Verint executive Elliott Smith as VP of Sales for North America.
On the product side, an October 2025 alliance with Alvaria pairs compliant outbound engagement with SuccessKPI's AI analytics, while a November 2025 Last-Mile Connectivity launch targets hybrid-work edge issues by monitoring agent desktop, softphone and network signals before they disrupt live interactions.
Hybrid Workforce Management: What the Data Shows
The contact center industry is racing to manage human and AI agents as one workforce, but the evidence base still draws from vendor platforms rather than a unified Webex stack.
AI adoption has reached 81% in contact centers, yet most oversight tools were built for human-only teams. That mismatch is fueling a wave of platform development aimed at unified visibility.
Despite platform advances, fragmented toolsets continue to undermine ROI. Only 7% of contact centers deliver consistent cross-channel transitions.
Organizations deploying autonomous AI systems reported a 28% improvement in issue resolution time and a 19% increase in first-contact resolution rates. Gartner predicted that by 2029, agentic AI will independently handle 80% of routine contact center inquiries, cutting operational costs by 30%.
SuccessKPI Background
SuccessKPI, founded in 2017 and based in Chantilly, Virginia, provides an AI-powered workforce engagement platform for contact center leaders in government, financial services and healthcare. The cloud-based suite consolidates customer experience and employee experience data across business intelligence, analytics, quality management, agent assist, workforce management and workflow automation. It serves mid-to-large operators, typically with 100 to more than 10,000 agents, and maintains compliance with PCI, SOC 2, HIPAA, GDPR and FedRAMP standards.
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