Contact center training is set to transform with Xcelerated Learning's ACES Simulation software now available on the Genesys AppFoundry marketplace. The innovative platform promises to dramatically reduce agent onboarding time and improve performance by delivering highly customized, realistic training simulations.
The software enables Genesys customers to create comprehensive training scenarios that precisely mirror their specific quality assurance standards and interaction requirements. By embedding unique key performance indicators directly into each simulation, agents can learn precisely how to manage various customer interactions according to their organization's best practices.
CEO Nancy Munro highlighted the potential impact, noting that the science-based simulation design can help organizations lower handle times, reduce agent turnover, and improve overall agent satisfaction. The platform's ability to track and report on skill readiness provides organizations with detailed insights into training effectiveness.
Integrated with Genesys Cloud, an AI-powered experience orchestration platform, the ACES Simulation software offers organizations a seamless approach to training that can be directly implemented within their existing contact center infrastructure. The solution represents a significant advancement in professional training technology, leveraging immersive simulation to accelerate learning and skill mastery.
By transforming traditional training methods, Xcelerated Learning's ACES platform could potentially revolutionize how contact centers develop and support their customer-facing teams, offering a more efficient, data-driven approach to professional development.
