SuccessKPI Positioned as Top 4 WEM Provider and Leader in the SPARK MatrixTM by Independent Analyst Firm QKS Group

QKS Group named SuccessKPI as the emerging innovator and a leader in their 2026 Workforce Engagement Management (WEM) report, giving strong ratings across technology excellence and customer impact

FAIRFAX, Va., Oct. 29, 2026 (GLOBE NEWSWIRE) -- QKS Group announced today that it has named SuccessKPI as a leader in the SPARK Matrix™: Workforce Engagement Management (WEM), 2026. The matrix provides competitive analysis and ranking of the leading WEM vendors. The report scores WEM vendors across many categories, including: workforce management, quality management, maturity of AI and automation, integration architecture and interoperability, reporting, analytics and workforce insights, performance management, agent experience and productivity, customer service excellence, and more.

Amandeep Singh Khanuja, Principal Analyst & Practice Director at QKS Group, states:
“As organizations move towards more integrated workforce and service management, WEM is evolving from workforce administration toward a broader performance intelligence layer that connects workforce data, interaction insights, quality, and operational decision-making. SuccessKPI reflects this evolution by bringing workforce management, quality management, interaction analytics, performance management, and AI-enabled operational intelligence into a common platform, with particular relevance for enterprises seeking to improve performance visibility across complex, multi-system contact center environments.”

Strengths of SuccessKPI as identified in the report:

• Platform data architecture gives SuccessKPI a strong position in enterprises where contact center performance data is spread across CCaaS, CRM, HR, workforce, quality, and outsourcing environments.
• Ability to normalize these sources into a trusted operating layer is important for organizations that need one view of service quality, agent performance, adherence, and customer outcomes across complex contact center estates.
• Deep Prompts AI capability strengthens interaction analytics. The platform can analyze interactions to surface missed upsell opportunities, avoidable transfers, compliance exposure, repeat-contact drivers, and service friction.
• Allows organizations to determine which interactions, agents, queues, processes, or customer journeys require measurable business improvement.
• AI observability is a notable strength for regulated and business-critical environment, allowing organizations to monitor AI behavior at the prompt and interaction level, including signals such as accuracy, drift, delay, leakage, and hallucination risk.
• Last Mile capabilities provide useful visibility into factors that directly affect remote and distributed agent performance. The platform can help identify how device setup, network quality, audio conditions, browser usage, and endpoint compliance influence handle time, call quality, customer sentiment, and audit readiness.
  
  

The QKS Group SPARK Matrix™ includes a detailed analysis of the global market dynamics, major trends, vendor landscape, and competitive positioning. The study also provides a competitive analysis and ranking of the Workforce Engagement Management (WEM) providers in the form of the SPARK Matrix™. The study also provides strategic information for users to evaluate different vendor capabilities, competitive differentiation, and market positions.

As summarized in the QKS Group SPARK Matrix:
SuccessKPI represents a different WEM proposition because it approaches the category from performance intelligence rather than workforce administration alone. In a market where many platforms still separate workforce planning, quality, analytics, coaching, and agent guidance into distinct operating motions, SuccessKPI’s relevance comes from its ability to connect performance signals with the decisions and actions required to improve contact center outcomes. This makes the platform particularly meaningful for enterprises where the challenge is not the absence of tools, but the inability to translate workforce, interaction, and quality data into a consistent improvement model.

The company’s direction is well aligned with the next phase of WEM, where enterprises will need to manage both human and AI-driven service capacity. Its roadmap around AI observability, natural-language analytics, autonomous workflows, and AI-human workforce planning reflects a clear move toward governing performance across agents, supervisors, bots, and AI-assisted workflows. To strengthen its market position further, SuccessKPI should continue building depth in advanced WFM, mobile employee experience, international execution, and market education so buyers understand it not only as an analytics-led platform, but as a broader operating layer for complex workforce engagement environments.

“There’s a reason partners like Cisco and Alvaria chose us to be a core WEM partner, and the QKS report reiterates that,” said Dave Rennyson, CEO of SuccessKPI. “The features and functionality have to be there; they have to be strong and broad. But beyond that, as reviewed by QKS, we have a proven record of enterprise deployments, have built a platform that is easy to deploy and easy to use, and pride ourselves on customer service excellence.”

The SPARK Matrix™: Workforce Engagement Management (WEM), 2026 is available now for download at successkpi.com/qks-2026.

About SuccessKPI

SuccessKPI is the performance platform for agentic and human customer experience, enabling an AI governance layer and independent observability for contact centers. The company’s cloud-native platform unifies Workforce Engagement Management, analytics, quality management, automation, and operational intelligence to help organizations optimize performance, improve customer outcomes, reduce risk, and accelerate business results. 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 multiple analyst reports as well as CRM Magazine’s Industry Leader Awards, SuccessKPI continues to set the standard for AI-driven contact center optimization solutions.

Contact: press@successkpi.com

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About QKS Group

QKS Group is a global analyst and advisory firm helping enterprises, technology vendors, and investors make trusted, data-driven decisions. Our portfolio spans the flagship SPARK Matrix™ evaluation framework, SPARK Plus™ analyst advisory platform, QKS Intelligence™ for market and competitive tracking, and QKS Community™ for CXO leaders and practitioners. All offerings are powered by a Human-Intelligence-driven framework and QKS’s closed-loop research methodology - integrating expert-led insights, quantitative modeling, and continuous validation to deliver credible, outcome-focused intelligence.

For more available research, please visit Research

Media Contacts:

Shraddha Roy 
PR & Media Relations
QKS Group

5^th Floor, Wing 2, Cluster C, 
EON Free Zone, Kharadi,
Pune, India
Email: shraddha.r@qksgroup.com

Photos accompanying this announcement are available at:

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Contact: press@successkpi.com

Media Contacts:


Shraddha Roy 
PR & Media Relations
QKS Group 


5th Floor, Wing 2, Cluster C, 
EON Free Zone, Kharadi,
Pune, India
Email: shraddha.r@qksgroup.com 

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