Zenarate, the leading AI simulation training solution for contact centers, today announced it has won Frost & Sullivan’s 2023 Customer Value Leadership Award for excellence in performance management in the contact center industry. Zenarate will be highlighting and demonstrating its winning solution, AI Coach, during Frost & Sullivan’s annual Customer Contact East event, April 23-26, 2023 in booth #3055
Zenarate AI Coach is the customer and prospect engagement “flight simulator” that immerses agent trainees in lifelike conversational, screen, and chat simulations to master impactful topics they will encounter with real customers and prospects. Today, contact center agents are often the only human interaction a company has with its customers and prospects. As these interactions become more valuable, organizations need more effective ways to develop confident, high-performing agents that deliver superior experiences and performance.
“We are honored that Frost & Sullivan has recognized Zenarate AI Coach as a leading driver of customer value in the contact center industry,” said Brian Tuite, CEO and founder of Zenarate. “With digital self-service and chatbots that meet basic customer needs, Zenarate remains focused on nurturing the human connection brands have with their customers and prospects – by helping agents solve complex problems and delivering personalized empathetic experiences. Simulation training by AI Coach ensures each agent is equipped with proven and required conversational and screen navigation practices to feel confident in their role and deliver superior KPIs.”
Zenarate AI Coach uses advanced natural language processing and natural language understanding so agents can role-play with their personal unbiased AI coach from home or the office in their own words without scripting. Deployed globally in over a dozen countries and 15 languages, Zenarate AI Coach helps leading brands accelerate agent speed by 56%, improve customer satisfaction scores by 33%, and reduce agent churn by 32%. Zenarate customers experience a 20-40% reduction in operational costs by developing confidence and preparing new agents before their first live call, and by filling gaps in the call type and skills of permanent agents.
“Interactive AI roleplay and coaching sets Zenarate apart from other contact center performance management solutions,” said Nancy Jamison, senior industry director, at Frost & Sullivan. “With AI Coach, agents can practice and build confidence without requiring expensive and inefficient resources to support them. In addition, agents are able to master important soft skills like empathy or speak more clearly with their AI coach.”
Frost & Sullivan Best Practices Awards recognize companies in various regional and global markets for excellence and excellence in leadership, technology innovation, customer service, and strategic product development. Industry analysts compare market participants and measure performance through in-depth interviews, analysis, and extensive secondary research to identify industry best practices.
The Customer Value Leadership Award is based on Frost & Sullivan’s rigorous analysis process to evaluate multiple nominees for the award before selecting the final winner. The winner demonstrates best practices in two dimensions – customer impact and business impact. Zenarate was selected because it excels in many contact center performance management criteria.
The 19th annual MindXchange event, Customer Contact East: A Frost & Sullivan Executive MindXchange, will be held April 23-26, 2023 in Orlando, Florida. The event provides tools, insights and connections to implement a successful customer contact strategy; Improving customer satisfaction rates, reducing customer churn and increasing sales.
Zenarate will be exhibiting and demonstrating AI Coach at booth #3055. Stop by the booth or join Zenarate’s Casey Denby in the Concurrent Collaboration Zone on April 25 where he will talk about scaling to meet your customer service needs.
