SIVOX Partners - Using RealCall

Course offered via an on-demand Internet marketplace: marketplace.sivox.net

Solution teaches, analyzes and grades what your agents need to know as well as how they say it. Agents interact with simulated customers and system screens as if they were handling real calls.

SIVOX Partners and Call Center Learning Solutions (CCLS) have developed the next generation of Call Center Training. "This is a highly cost effective approach for coaching and training agents to handle live calls with limited impact on dedicated resources,” said Ellen Greene, President of Call Center Learning Solutions.

The new interactive Contact Handling Skills Course takes advantage of the latest Internet and Network technologies and can be deployed through an on-demand, Software as a Service (SaaS) solution. "SIVOX RealCall™ is a real-time coaching and training solution that uses speech analytics to provide interactive feedback to agents who handle practice calls in a simulated environment. Contact centers can see a dramatic improvement in the efficiency and effectiveness of their agents using our solutions," said Jeff White, Chief Executive Officer for SIVOX Partners.

SIVOX Partners are offering an exclusive “sneak peak” online of the Customer Care and Contact Handling Skills Course.

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Using RealCall

When using the dynamic simulations you have created, the trainee is immersed in an interactive call session-complete with back-and-forth customer dialog and software system use. The SIVOX RealCall voice recognition engine compares the trainee voice responses during these simulations to the expected best practices you have identified-if the trainee does not respond to a customer as your criteria demands, the SIVOX RealCoach offers real-time feedback and hints, steering the trainee to the best response. Trainees can stop and restart simulations, building their confidence one call segment at a time. You decide the appropriate scores for competency, and trainees can repeat simulations as often as you allow.

RealCall Training Flow

And because SIVOX RealCall™ is Java and Web-based, there is little system overhead-the entire light-weight simulation is downloaded to trainee workstations, replicating real-world, real-time performance.

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