Zenarate has introduced Call Analyzer, a feature that enables contact center leaders to seamlessly integrate new agent training into live agent assessment and ongoing coaching, all within a unified platform.
“Zenarate’s mission is to develop confident top-performing agents delivering superior customer experiences at scale. 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,” said Brian Tuite, CEO of Zenarate.
The AI Simulation Training solution enables the development of agents' brand-specific call skills and best practices through realistic roleplay in conversations, screen interactions, and chat simulations before they interact with actual customers. Call Analyzer will allow contact center leaders to swiftly assess all live agent calls against the established call skills, pinpoint skill gaps, and propose development plans for continuous agent improvement. This platform ensures a cohesive and efficient approach to agent training, assessment, and enhancement, contributing to the overall success of customer service teams.
This addition comes only a few months after Zenarate concluded a successful funding round, raising $15 million.
Assessing real-time agent calls
The newly introduced Call Analyzer solution leverages a client's existing call model within the AI Coach framework to assess real-time agent calls. It discerns the strengths and areas for improvement in each agent's call skills and generates an automated Agent Development Plan. This plan includes targeted call simulations designed to address performance gaps and enhance agent retention.
The automated nightly analysis of all live calls brings about a significant reduction in review time, leading to improved agent performance and compliance. Moreover, it positively impacts key performance indicators (KPIs) and customer satisfaction (CSAT). The AI engine employed by Call Analyzer transcribes, redacts, and scores each customer engagement based on expected call skill criteria and any specified call analysis requirements. This processing occurs nightly, ensuring that teams are well-prepared and informed for the challenges of the following day.
In other news, Zenarate has partnered with Foundever to revolutionize employee training in the customer experience industry by harnessing advanced technology.
