SuccessKPI Recognized Among Top Workforce Management Providers in New DMG Consulting Report
SuccessKPI, a leading cloud-native performance platform for agentic and human customer experience, has been recognized as a featured vendor in the new "Workforce Management in the Age of AI: 2026 CX Market Report" from DMG Consulting, LLC — a comprehensive analysis of the contact center WFM landscape and the AI-driven innovations reshaping it.
The DMG report examines the rapidly evolving contact center workforce management landscape and offers enterprises insight into the trends, technologies, and innovations reshaping AI-enabled customer experience organizations. According to the report, today's CX platforms must orchestrate a dynamic blend of human agents, AI agents, bots, and automated workflows to ensure every interaction is handled by the right resource at the right time. SuccessKPI was recognized for its cloud-native platform that unifies workforce management, analytics, quality management, and "invisible AI" automation into a single operational intelligence environment — built on a shared data model that enables organizations to align staffing decisions with real-time CX signals across voice, digital, and asynchronous channels.
"This report validates SuccessKPI's vision of delivering practical, AI-enabled workforce optimization that helps organizations improve agility, operational responsiveness and customer outcomes while leapfrogging the complexity of legacy systems that may be built on an architecture that's 20 or more years old."
— Dave Rennyson, CEO, SuccessKPIKey Platform Strengths Highlighted by DMG
The DMG report called out several specific capabilities that set SuccessKPI apart in the WFM market. Its AI-assisted forecasting supports both long- and short-term planning through configurable forecast periods, curated historical data, and automated outlier detection. Intelligent scheduling aligns staffing coverage with inbound and outbound interaction requirements, while real-time intraday management tools provide visibility into coverage, service-level risk, and operational performance across queues, campaigns, and channels.
Beyond core WFM capabilities, the report highlighted SuccessKPI's integrated reporting and analytics — connecting WFM metrics with evaluations, playbooks, automation insights, and broader business intelligence data. The platform's streamlined, browser-based interface and role-based user experience were additionally recognized for reducing complexity and improving usability for frontline teams and operational leaders alike.
"Customer experience organizations are entering a new era where workforce management must operate as part of a larger, intelligent CX ecosystem."
— Dave Rennyson, CEO, SuccessKPIInvisible AI and a Balanced Innovation Strategy
One of the more distinctive aspects of SuccessKPI's recognition was DMG's acknowledgment of its balanced innovation strategy — one that combines practical WFM enhancements with broader AI-driven platform innovation. The report specifically noted the platform's approach to "invisibly integrated AI that elevates quality, coaching and operational intelligence across the contact center stack." Rather than bolting AI onto legacy infrastructure, SuccessKPI's cloud-native architecture enables organizations to unify workforce optimization with CX analytics and automation, helping enterprises adapt more effectively to the growing demands of AI-enabled customer engagement.
SuccessKPI's inclusion in the 2026 DMG report adds to a growing list of industry recognitions, including being named a leader in Frost & Sullivan's 2024 and 2025 WEM Frost Radar and earning a spot in CRM Magazine's 2024 Industry Leader Awards. The company serves some of the world's largest government, BPO, financial, healthcare, and technology contact centers across the United States, Europe, and Latin America — supported by over 180 integrations.
Industry recognition. SuccessKPI has been named a featured vendor in DMG Consulting's "Workforce Management in the Age of AI: 2026 CX Market Report," validating its unified, AI-powered approach to WFM.
Unified platform advantage. SuccessKPI's cloud-native platform combines workforce management, analytics, quality management, and invisible AI automation into a single operational intelligence environment on a shared data model.
AI-powered forecasting and scheduling. The platform's standout capabilities include AI-assisted long- and short-term forecasting, intelligent staffing alignment, and real-time intraday management across all queues and channels.
Invisible AI philosophy. DMG recognized SuccessKPI's balanced innovation approach — embedding AI seamlessly into quality, coaching, and operational intelligence rather than overlaying it on outdated legacy architecture.
Growing industry validation. The DMG recognition extends a strong track record that includes Frost & Sullivan's WEM Frost Radar leadership in 2024 and 2025, and CRM Magazine's 2024 Industry Leader Award for workforce engagement management.