RealPlay™: Award-winning AI-powered contact center training

Leverage artificial intelligence to accelerate learning

Training new staff, upskilling teams in new products, or supporting seasonal ramps is typically costs organizations hundreds of thousands of dollars per year in resource costs and yet, employees still deliver a subpar customer experience. TTEC's role-playing RealPlay™ Bot leverages the latest Artificial Intelligence (AI) and machine learning technology to simulate real-world customer scenarios so employees learn by completing the job and getting real-time feedback and coaching. RealPlay was also named "Disruptive Technology of Year" by Customer Contact Week as part of its 2020 CCW Excellence Awards.

Train employees faster
and at lower costs

Traditional onboarding programs are dry and unengaging, which frustrates new employees before they even start. Our AI-powered training reduces onboarding time and upskills new employees quickly and effectively. Our bot is also easy to implement and launch, and requires minimal upkeep.

58% attrition rate improvement, and 6% efficiency improvement

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Improve employee
engagement

Today’s employees are tech savvy and operate at their own pace on their preferred device. Our AI customer service training is completely digital, on-demand and asynchronous, enhancing the learner experience while saving companies time, money and improving customer satisfaction. Our RealPlay bot provides more opportunities to practice, as learners self-pace their training, during breaks or at home, so they can be more productive during working hours.

100% immersive, virtual training providing asynchronous, self-paced programs

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Real-time feedback,
coaching, and gamification

Enhance employee engagement through real-time feedback and coaching and use dashboards to promote healthy competition between learners. You can also drive real-world behavior change using gamification techniques like points, badges, rewards, and status upgrades. Together, this helps associate confidience, which improves speed-to-proficiency and shortens contact center nesting.

20% higher eNPS results and 6% higher first contact resolution score

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We are proud to be recognized
as a market leader in employee
engagement and remote jobs

Harness
the
full
potential
of AI

Deliver next-level experiences.

TRENDS REPORT

Top 3 trends for elevating
CX with automation in 2023

The power of AI and intelligent automation is undeniable – if brands know how to harness it. As automation tools continue to evolve, so must the way we think about them. In this report, learn which trends are shaping the future of automation and how to make the human-automation partnership as powerful as possible.

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