What is it?

Call Simulator is an immersive Conversation Training as a Service platform, leveraging Conversational AI and Generative AI to help users master customer service interaction skills.

How does it work?

Call Simulator, combined with Verint Platform, allows trainers and instructional designers to rapidly create and publish training simulations. With Call Simulator’s proprietary Scenario Studio, customers can create, edit, and deploy their own training scenarios rapidly, instead of waiting for simulations to be produced or edited offline by an external vendor.

New hires can practice key skills with call simulations scored by Verint Quality Bots, ensuring they are ready for live interactions. Simulations can be scored with the same criteria as live calls, helping to ensure correct agent behaviors and optimal call outcomes.

After user onboarding, if quality or compliance issues are detected, training can be automatically assigned and delivered, including targeted call simulation. Those call simulations can be scored in Verint to assess if the agent has corrected and improved the required call behaviors. If Verint Quality Bots are used, the entire loop can be done without human intervention, while still providing visibility into agent performance throughout the process.

What are the benefits of using it?

• Immersive, realistic customer interaction training
• Scales easily compared to human to human role play
• Provides ability to run assessments and training at any time through Verint Workforce Optimization and eLearning
• Improved call outcomes
• Reduced handle times
• Higher CSAT