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By using the ACES simulator, we were able to see a reduction in time to proficiency with our contact center agents.

Microsoft CSS DepartmentSpeed to market

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ACES eliminated the need to remove top-performing agents from production for mock calls, chats, and emails and allowed for individualized training programs. The impact was significant: a 20% reduction in training time to reach the same performance levels. Agents also appreciate the flexibility to choose training times, boosting show rates by 20%

Mid-Sized BPOImproved Performance

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When we rolled out the simulator in our Vietnam call center, it helped us to realize that not all of our agents had the proper level of English Proficiency. The simulator helps us to automate the measurement of English Proficiency in our off-shore call centers.

Microsoft CSS DepartmentAutomated English Proficiency