With integrated simulation training and call
analysis, customer care leaders can connect immersive learning and
agent assessment to foster continuous skills improvement
PALO
ALTO, Calif. and DENVER, Dec. 12,
2023 /PRNewswire/ -- Zenarate, the leader in AI
Simulation Training for customer-facing agents, today announced the
expansion of its AI Coach platform with the launch of Call
Analyzer. For the first time, contact center leaders can seamlessly
connect new agent training with live agent assessment and ongoing
coaching on one comprehensive platform.
Zenarate AI Coach is trusted by hundreds of global enterprises
for developing top performing customer service agents. The AI
Simulation Training solution develops agents on brand-specific call
skills and best practices through roleplay in life-like
conversation, screen, and chat simulations before they engage with
live customers. With the addition of Call Analyzer, contact center
leaders can quickly analyze all live agent calls against those same
call skills, identify skill gaps and recommend development plans
for continuous agent development.
"Zenarate's mission is to develop confident top-performing
agents delivering superior customer experiences at scale," said
Brian Tuite, CEO of Zenarate.
"Adding Call Analyzer to our AI Coach Platform is a major step
toward offering the industry's only single platform for developing
new hire agent call skills through simulation training, scoring
agents against the same call skills they were trained on, and
closing tenured agent call skill gaps through targeted simulation
coaching – driving significant KPI lift while unifying the agent
learning and development journey."
For customer care leaders, Call Analyzer utilizes a client's
existing call model within AI Coach to evaluate real-time agent
calls. It identifies each agent's call skill strengths and
opportunities and provides an automated Agent Development Plan with
targeted call simulations to resolve performance gaps and improve
agent retention.
Now, the automated nightly analysis of all live calls
dramatically reduces time in review, improves agent performance and
compliance, and drives KPI metrics and customer satisfaction
(CSAT). Its AI engine transcribes, redacts and scores each customer
engagement based on call skill expectations and any additional call
analysis requirements. Processing is done nightly, making teams
ready and informed the next day.
Zenarate's continuous innovation has made it the contact center
learning and performance industry leader. With Call Analyzer,
Zenarate continues its mission to transform how agents learn and
perform.
About Zenarate
Zenarate is a leader in AI Simulation Training and Agent
Development focused on creating and supporting top-performing
contact center agents to deliver superior customer experiences. Its
AI Coach platform is purpose-built to develop outstanding customer
service agents with perfect call outcomes. It trains, certifies,
assesses and continuously coaches millions of agents in 79
languages worldwide, ensuring they're prepared before going live
with customers and constantly developing them once they do.
Zenarate has improved agent Speed to Proficiency, First Call
Resolution, and Agent Retention for leading enterprises worldwide
in financial services, healthcare, insurance, telecommunications,
technology, retail, and travel industries. For more information,
visit www.zenarate.com.
Media Contact:
Jacob Harvey
Catapult PR-IR
jharvey@catapultpr-ir.com
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SOURCE Zenarate