Use Case
Your Agents Are Handling Harder Calls Than Ever. Are They Ready?
AI is handling the easy calls. What's left for your human agents is more complex, more emotional, and higher stakes — customers who've already tried self-service, who are frustrated before they say hello, and who need resolution on the first attempt. The skill bar has risen. Training hasn't kept pace.
At the same time, AI isn't leaving the picture — it's moving inside it. 72% of contact centers plan to deploy in-call AI assistance within two years. That means your agents won't just be handling harder conversations; they'll be doing it alongside an AI co-pilot, making real-time judgment calls on every interaction. Call Simulator prepares them for both realities — the complexity of the call, and the new way they'll work through it.
8%
of contact centers rate their agent performance as Excellent
75%
agree new agents struggle to learn systems, leading to errors and low morale
55%
of decision-makers rank empathy and active listening as the #1 agent attribute
72%
of contact centers plan to deploy in-call AI assistance within two years
Source: ContactBabel, US Contact Center Decision-Makers' Guide 2026 (18th ed., n=207)
How It Works
Built for the Contact Center That Can't Afford Underprepared Agents
Scenario Building
Practice Built From Your Actual Call Types
Scenario Studio™ lets your team build dynamic, voice-based simulations from real transcripts, existing materials, or scratch — no developers required. Scenarios cover the full range of interactions your agents face: complex escalations, emotionally charged service calls, and high-stakes resolutions. Every scenario adapts to how the learner responds, creating practice that mirrors live call pressure before it's real.
Performance Coaching
Objective Data on the Skills That Drive First-Contact Resolution
Conversational skills can't be measured by a quiz. AI Coaching™ scores every practice session to your organization's standards, giving learners immediate feedback on the behaviors that drive resolution and giving managers objective readiness data before any agent handles a live interaction.
Scale & Integration
Consistent Readiness Across Every Team, Every Site
22% of contact centers lose more than a quarter of new agents within their first three months. Call Simulator scales onboarding to any volume without adding L&D headcount, integrates with your LMS via SCORM, cmi5, and xAPI, and delivers consistent practice quality across every location and every shift — so readiness doesn't depend on which manager a new hire happens to get.
See What Your Team Is Capable Of
Schedule a demo and see how Call Simulator prepares contact center teams for the complex, high-stakes calls that define customer experience — before they’re ever live.
