"The addition of Call Analyzer to our Call Simulator training provides us the complete integrated solution we need. Listen to calls, identify call skill strengths and weaknesses by agent, assign targeted stories, practice, and coach."
Live Agent Call Assessment and Ongoing Coaching for Continuous Development
Call Analyzer's AI-powered solution connects with Call Simulator to provide a comprehensive view of agent call skills, compliance, and insights that help you drive improvement across valuable KPIs.
Increase CSAT Scores
- Improve call resolution with ongoing AI Simulation Training
- Actionable measurement of empathy and soft skills through robust agent scorecards
- Great customer experiences stem from well trained, empathetic live agent interactions
Improve Agent Retention
- Continuity of Training, Assessment, and Coaching creates a better experience for agents
- Automated Development Plans recommend additional AI Simulation Training to improve skills
- Continuous development drives employee engagement
Drive Operational Efficiency
- No more manual call assessments of just a sample of calls. Call Analyzers analyzes all calls automatically.
- Save time with Automated Development plans that managers can customize
- View dashboards at individual, team, and site levels
Capture, Organize, and Score
Automate live call analysis and scoring at scale
Call Analyzer automatically ingests live call recordings, transcribes them, and scores them, keeping managers focused on delivering excellence.
- Recorded calls can be captured from any source at any volume
- Easily identify trends and patterns within the group
- Use filters to create custom views
Turn Call Data into Insights
Identify skill, empathy, and compliance gaps quickly
Leveraging the data from the call analysis, Call Analyzer identifies skill and compliance gaps so managers can manage progress and ensure high performance.
- Deep-dive into agent performance and compliance insights, enabling you to provide meaningful, context-based feedback
- Score 100% of calls against 40+ parameters established in Call Simulator
- Managers can listen for themselves to add further commentary right from the scorecard
From Insights to Action
Recommend additional call simulator coaching
Once skill, empathy, or compliance gaps are identified, Call Analyzer instantly creates a development plan that recommends additional AI Simulation training, all within the AI CoachTM platform.
- Go beyond scoring with individualized agent development plans
- Managers can review the suggested development plan, make adjustments and comments before sharing
- Assign the development plan to the agent with detailed trainings for them to further develop their skills within Call Simulator
Zenarate AI CoachTM has been excellent for our Team. We've deployed it across 4 contact centers. Being able to deploy it across multiple centers and departments at great speed is very helpful to our Team.
Thomas N.
Chief Operating Officer at American First Finance
Zenarate changed the face of our training. Being able to have our agents practice live call scenarios to gain confidence and speed to proficiency has been invaluable to our Training.
Robb G.
Director of Talent Development
Cutting edge coaching tool! The on-demand availability is a critical component for our call centers and training environment. Zenarate is building confidence in our learners and conversational fluency with customers.
Brooke C.
Business Change Director
