Xcelerated Learning has launched its ACES Simulation software on the Genesys AppFoundry, providing contact centers with an innovative training solution designed to rapidly enhance agent proficiency and performance. The platform enables organizations to create highly customized simulations that mirror real-world customer interactions, significantly reducing the time required for agents to master critical skills.
The ACES (Accelerated Cognitive Engagement System) simulation technology allows companies to develop tailored training experiences that directly embed their unique key performance indicators and quality assurance standards. By reverse engineering QA criteria into each simulation, agents can immediately understand and practice the precise interaction techniques expected in their production environment.
CEO Nancy Munro highlighted the platform's potential benefits, noting that the science-based design can help organizations lower handle times, reduce agent turnover, and improve overall agent satisfaction. The software integrates seamlessly with Genesys Cloud, an AI-powered experience orchestration platform, providing a comprehensive training solution for customer service teams.
The simulation platform goes beyond traditional training methods by offering robust student tracking and reporting systems that provide detailed metrics on skill readiness and knowledge transfer. This data-driven approach enables organizations to more effectively measure and improve their agent training programs.
For contact centers seeking to accelerate agent development and maintain high-quality customer interactions, Xcelerated Learning's ACES Simulation represents a significant advancement in training technology. By offering realistic, customizable simulations directly within the Genesys Cloud environment, the platform addresses critical challenges in agent onboarding and skill development.
