A. There are several key differences. One is the advanced speech recognition engine. It allows SIVOX RealCall™ to listen to agent responses during the simulation and provide immediate, automatic feedback and remediation when important points are missed via the Real-Time Coach. Learning takes place throughout the simulation, and agents are given the ability to re-try and make corrections before continuing, thereby reinforcing the desired responses. Other simulation products use silence detection that simply waits for the agent's speech to pause before continuing with the script, with no regard for the content of the response. In addition, with other products agents may not know they have made a mistake until they compare their responses to the appropriate ones after the simulation has been completed.

Another difference is that SIVOX RealCall is able to create a simulated replica of the organization's live data systems, allowing agents to practice skills such as data entry and information lookup without putting customer data at risk. Together with SIVOX RealCall's advanced speech recognition engine, it totally immerses the agent in an interactive simulation that closely mirrors the actual contact center floor

Unlike other simulation products, SIVOX RealCall doesn't require any programming skills to create or update simulations. Our intuitive SimGen™ tools allow anyone who has a firm understanding of the business issues, a creative mind, and the ability to use a mouse and a keyboard to create complete voice and system simulations. Subject matter experts no longer have to involve the IT department for development and changes, saving time and resources

The Knowledge Center provides an online resource that includes best practices, quizzes, and other study aids to promote deeper learning.

Finally, the reporting suite measures more than 110 metrics to provide detailed reports on everything from the agent level to the enterprise level.

 

Q. What is the value of simulations over other training methods?

A. While learning can take place in a number of ways, simulations are the best method because they totally immerse agents in the environment in which they are expected to perform. They provide the type of experience normally gained on the job, but without risking live customers or data.

Research by the National Training Laboratory (NTL) bears out the effectiveness of simulations. According to their studies, 90 percent of all learning comes from the ability to simulate a real experience - practice, with coaching.

Another study by the Harvard Business School states, "The experts in learning gathered at the (Adult Learning Workshop) were clear that no matter what the medium through which the educational materials are delivered, students must have time and opportunity to practice what they are learning. Simulations obviously offer the kind of almost real-world experience combined with the potential for rapid feedback that motivates learning.* "

Simulations simply offer a level of learning not achievable through other training methods.