FAQ

What outcomes have organizations achieved with Call Simulator?

Documented client outcomes span cost savings, performance improvement, and learner confidence.

At a leading fintech company with over 500 new hires annually, Call Simulator replaced a $78K reverse-shadowing program — delivering unlimited, scored practice for every learner at $55K, while eliminating tenured staff hours consumed by traditional training, nesting, and reverse shadowing.

In a head-to-head cohort study at a Fortune 50 company (150 new hires trained with Call Simulator vs. 150 using traditional trainer-led role-play), the Call Simulator cohort outperformed across every metric once live calls began: a 97% reduction in escalations to supervisors, 50% reduction in transfers and hold times, and a 112% increase in learners rating themselves "most confident" before going live with customers. 100% of learners said Call Simulator provided a safe, effective training environment, and zero learners reported a decline in confidence after completing simulations.

A financial services company reported 80% of new hires hit their first-month KPIs after implementing Call Simulator.

Can Call Simulator be used for pre-hire screening or workforce qualification?

Yes. Call Simulator is increasingly used as a pre-hire screening and workforce qualification tool — allowing organizations to assess whether candidates can actually perform critical conversations before extending offers or completing onboarding.

How does Call Simulator measure communication performance?

Call Simulator's AI Coaching™ provides real-time feedback on tone, clarity, empathy, and accuracy. The platform captures objective performance data across every simulation attempt, with results accessible via an in-app dashboard. L&D leaders can identify skill gaps, track improvement over time, and report outcomes in business metrics — not just training completions.

What makes Call Simulator's AI personas realistic?

Call Simulator uses leading-edge Speech-To-Text (STT) vendors for natural, expressive AI voices and generative AI to power dynamic, open-ended persona responses. Personas can be configured with varying emotions, accents, ages, and communication styles — and multi-persona scenarios simulate complex situations involving more than one party.

What is Call Simulator used for?

Call Simulator is used to train employees on high-stakes conversations before those conversations happen with real customers, prospects, or colleagues. Organizations use it for new hire onboarding, ongoing skills and career development, compliance readiness, pre-hire screening, and leadership communication — across contact centers, sales teams, HR, and field operations.

How is Call Simulator different from traditional e-learning or LMS platforms?

Traditional e-learning is passive — employees watch or read. Call Simulator is active practice. Learners have real conversations with AI-powered personas that respond dynamically, the way an actual customer, prospect, or colleague would. This produces measurably higher retention, confidence, and real-world readiness than video-based or quiz-based training.

How does Call Simulator differ from competitors?

Call Simulator uses generative AI to produce open-ended, adaptive conversations. Many competing platforms rely on scripted decision trees, meaning learners navigate pre-set paths rather than practicing genuine conversation; or, alternatively, are selling thinly-veiled Voice Agents which are prone to hallucinations and significant downtime. Call Simulator's generative approach more accurately mirrors the unpredictability of real customer interactions, while giving complete control over scenario guardrails and framing to our clients' scenario authors.

Does Call Simulator support voice and text-based training?

Yes. Call Simulator supports both voice and chat (text-based) channels, including multi-chat. Organizations can train for phone, messaging, live chat, and in-person conversation scenarios within the same platform.

How many languages does Call Simulator support?

Call Simulator supports 15 languages: Arabic, Chinese (Mandarin), Dutch, English, French, German, Italian, Japanese, Korean, Polish, Portuguese, Russian, Spanish, Thai, and Turkish. This enables multinational organizations to deploy consistent training programs across global workforces.

How long does it take to build and launch a training scenario?

Call Simulator's Scenario Studio™ allows L&D teams to create, edit, and publish conversation flows in minutes leveraging Generative AI, without the need for external developers or vendor professional services. Teams can either prompt directly in-app, or import existing transcripts/audio and quickly convert them into live practice scenarios. Edits and updates are only a click away, making change management easy and dramatically reducing cost-of-ownership over time compared to competitive solutions.

Does Call Simulator integrate with existing LMS platforms?

Yes. Call Simulator integrates with major LMS platforms via SCORM and cmi5 (xAPI) standards, as well as CRM and HRIS systems. Each scenario may also be launched/embedded in any system via HTTPS Deep Links, enabling simulation practice from within or alongside any environment. It supports SAML-based SSO and includes both an in-app results dashboard and a Results API for custom reporting and dashboarding within existing enterprise ecosystems.

Is Call Simulator designed only for contact centers?

No. While Call Simulator was originally built for contact center training, it is now used enterprise-wide — across customer service, sales, compliance, HR, internal support, and leadership functions. Any role that requires consistent, high-quality communication is a fit.

What industries use Call Simulator?

Call Simulator serves enterprise clients in financial services, insurance, airlines, shipping and logistics, healthcare, BPO, technical support, and public safety. Because Call Simulator is fully-customizable and requires no subject matter expertise from the vendor, it is effectively industry-agnostic. L&D teams author their own scenarios using their own content, terminology, and personas, meaning any organization that relies on consistent, high-quality communication is a fit.

Who founded Call Simulator and when?

Call Simulator was co-founded by David Lawson, who also authored Big Good: Philanthropy in the Age of Big Data & Cognitive Computing (2017). The company spun out of NewSci (founded 2013), with roots in IBM Watson NLP work and a pivot to simulation training in 2018. Call Simulator was formally launched as a standalone platform in late 2021.

How many companies use Call Simulator?

Hundreds of companies across multiple industries use Call Simulator to accelerate training, reduce call handling times, and improve customer, prospect, and employee interactions.