SuccessKPI and Carahsoft Partner to Provide Modernization Solutions for Citizen Engagement Centers to the Public Sector

SuccessKPI, Inc., a cloud-native, contact center customer experience insight and action provider, and Carahsoft Technology Corp., The Trusted Government IT Solutions Provider®, today announced a partnership. Under the agreement, Carahsoft will serve as SuccessKPI’s Master Government Aggregator® to make the company’s FedRAMP-compliant citizen experience solutions available to the Public Sector through Carahsoft’s reseller partners, NASA Solutions for Enterprise-Wide Procurement (SEWP) V, National Association of State Procurement Officials (NASPO) ValuePoint, National Cooperative Purchasing Alliance (NCPA), ITES-SW2, E&I Carahsoft Cloud Solutions & Services Distributor Contract, OMNIA Partners and The Quilt contracts.

SuccessKPI’s all-in-one modern citizen experience platform delivers a cloud analytics solution purpose-built for Government and civilian agencies to achieve mission success with their modernization efforts within their citizen engagement center(s). As agency missions continue to require increased levels of service for citizens, faster decision making and decisive action on the front lines, the SuccessKPI platform brings a full suite of tools to meet these challenges, which include:

• Full Citizen Journey Visibility: Get a complete view of a citizen’s journey by unifying real-time and historical contact center data with interactions from communication channels including SMS, email and virtual assistants.
• Rapid Deployment: With built-in integrations to top contact center platforms, create a pixel-perfect replication of existing reporting needs within 24 hours of deployment and scale quickly with custom metrics.
• Security Modernization: Take advantage of top security features including automatic PII redactions on a platform with multiple third-party certifications, including FedRAMP, ISO 27001, HIPAA, SOC2, and more.
• Modern Citizen Experience: Deepen understanding of the citizen experience by decoding and visualizing conversations, powered by AI/ML engines, supported by 90+% accurate transcription and keyword spotting in 30+ languages.
• Audit-Ready Operations: Simplify compliance reporting and streamline operations by unifying agent location data with timesheets and actual login time to provide a unified view of actual and reported performance.
• Emergency Readiness: Mitigate risk by activating Playbook Builder™ to filter crisis calls and automatically trigger supervisory attention when AI/ML detects keywords and topics that indicate threat or emergency.

About SuccessKPI