Xcelerated Learning has announced the availability of its ACES Simulation software on the Genesys AppFoundry, marking a significant advancement in agent training technologies. This platform is designed to offer highly realistic and customizable simulations that integrate seamlessly within the Genesys Cloud ecosystem, aiming to enhance the quality of customer service interactions from the outset.
The ACES (Accelerated Cognitive Engagement System) simulation technology stands out by allowing organizations to craft detailed training scenarios that mirror real-world customer interactions. A key feature of this technology is the embedding of specific key performance indicators (KPIs) into each simulation, ensuring that agents are trained to meet exact quality assurance standards from their very first day on the job.
Nancy Munro, CEO of Xcelerated Learning, emphasized the scientific foundation of the platform, pointing to its potential to significantly reduce handle times, decrease agent turnover, and boost agent satisfaction levels. The software utilizes advanced design principles to enable agents of all experience levels to quickly become proficient in handling complex interaction scenarios.
Genesys Cloud serves as the technological backbone for this innovative training solution, offering an AI-powered experience orchestration platform that facilitates comprehensive omnichannel customer interactions and leverages native artificial intelligence capabilities. The integration of ACES into this ecosystem represents a leap forward in training methodologies for contact centers.
Moreover, the ACES platform is equipped with sophisticated student tracking and reporting systems, providing organizations with in-depth metrics on skill readiness and the effectiveness of knowledge transfer. By delivering tailored, immersive training experiences, Xcelerated Learning is setting a new standard for preparing contact center agents to meet the diverse challenges of customer engagement head-on.
For more information on how the ACES Simulation software can transform agent training, visit https://www.genesys.com.
