Xcelerated Learning has unveiled its ACES Simulation software on the Genesys AppFoundry, providing contact centers with an innovative training solution designed to dramatically reduce agent onboarding time and improve performance metrics. The new platform enables organizations to create highly customized, realistic agent training simulations directly within the Genesys Cloud environment.
The ACES (Accelerated Cognitive Engagement System) simulation technology offers contact centers a comprehensive approach to agent training that goes beyond traditional methods. By embedding specific key performance indicators and quality assurance standards into each simulation, the platform ensures agents are trained precisely to the organization's unique expectations from their first day.
CEO Nancy Munro emphasized the scientific approach behind the simulation technology, highlighting its potential to address critical workforce challenges. The platform aims to reduce handle times, decrease agent turnover, and enhance overall agent satisfaction by providing immersive, targeted training experiences.
For contact center managers, the software represents a significant advancement in training methodology. Traditional training often requires substantial time and resources, with uncertain outcomes. By contrast, ACES Simulations offer a data-driven, repeatable approach to skill development that can be consistently measured and refined.
The integration with Genesys Cloud, an AI-powered experience orchestration platform, allows organizations to seamlessly incorporate these advanced training simulations into their existing workflow. This compatibility means companies can quickly adopt the technology without significant infrastructure changes.
Key features of the ACES platform include a robust student tracking and reporting system that provides detailed metrics on skill readiness and knowledge transfer. By offering granular insights into agent performance, organizations can more effectively identify training needs and measure the effectiveness of their preparation strategies.
As contact centers increasingly seek technological solutions to enhance workforce performance, Xcelerated Learning's ACES Simulation software represents a sophisticated approach to addressing long-standing training challenges. The platform's ability to create tailored, scientifically designed simulations could potentially transform how organizations approach agent preparation and skill development.
