This morning TMCnet received this announcement about a new product for training contact center agents:
SIVOX Ships Internet-Based Agent Training
The new product, RealCall Quick Start Internet Pilot, is an Internet-based version of SIVOX's RealCall CBT simulation application.
Here's how SIVOX describes what RealCall does:
"With SIVOX RealCall, Call Center agents learn by doing, not by watching. Dynamic training simulations created using SIVOX RealCall give trainees interactive experience with caller scenarios and contact center systems before taking that crucial, first live call .... simulations are based on the best practices from real organizations, not canned, generalized scripts ....
"Using sophisticated speech recognition, the system actually listens to trainee speech and through comparisons to ideal responses, reacts to and steers the trainee along the best path during dynamic training calls. Call Centers can construct their own scenarios, based on stressful situations and real-life events to provide the next best thing to taking a live emergency call. SIVOX RealCall provides instant feedback during simulated calls, allowing agents to retry segments immediately. SIVOX also replicates entire Call Center data systems using interactive screens from the contact center data systems, including input fields. Trainees learn systems during simulated calls, where system knowledge is actually put to use."
SIVOX says RealCall is in use at 50 call centers employing 60,000 agents. Here is a screen shot that gives an idea what the authoring interface is like for creating simulations:
AB -- 5/17/05
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