Company: Zenarate, Palo Alto, CA
Nomination Submitted by: Catapult IR
Company Description: Zenarate AI Coach is the “flight simulator” for customer and prospect engagement where agents in training are immersed in life-like Voice, Screen, and Chat Simulations to master high-impact topics they will face with live customers and prospects.
Nomination Category: Solution Provider Awards Categories
Nomination Sub Category: Customer Service or Call Center Training Practice of the Year
 Nomination Title: Zenarate AI Coach
- Which will you submit for your nomination in this category, a video of up to five (5) minutes, explaining the achievements since July 1, 2020 of the nominated organization, OR written answers to the questions? (Choose one):
Written answers to the questions
- If you are submitting a video of up to five (5) minutes in length, provide the URL of the video here, OR attach it to your entry via the "Add Attachments, Videos, or Links to This Entry" link above, through which you may also upload a copy of your video. If you are submitting written answers to the questions for this category, provide them in the spaces below.
- Outline the organization's achievements since July 1 2020 that you wish to bring to the judges' attention (up to 250 words):
Total 249 words used.
Zenarate has hit several company milestones and received accolades in the contact center industry that demonstrate its strength as customer service or call center training practice of the year. Achievements Include:
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Acquiring leading brands as customers in financial services, healthcare, insurance, telecommunications, technology, and travel industries.
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Launching new features in the Zenarate AI Coach platform, including:
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Recognition by G2 as a High Performer For 'Contact Center Quality Assurance Software' and 'Sales Training and Onboarding Software' with seven badges, including:
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High Performer - Contact Center Quality Assurance
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High Performer - Sales Training and Onboarding
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Best Support - Sales Training and Onboarding
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Easiest To Do Business With - Contact Center Quality Assurance
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Easiest To Do Business With - Sales Training and Onboarding
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Easiest Setup - Contact Center Quality Assurance
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Users Love Us Award - based on positive reviews by actual customers
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Award recognition from premier organizations, such as CCW Excellence, Banking Tech, Finovate, Tech Trailblazers, Technology Excellence Awards (Gold), the American Business Awards (Bronze), and the Frost & Sullivan Customer Value Leadership Award. The recognitions covered a variety of categories, including FinTech Trailblazer, Automation Solution of the Year, Artificial Intelligence/Machine Learning Solution of the Year, Best Advance in Unique Learning Technology, and Tech of the Future - Data, AI, ML and RPA.
Zenarate AI Coach also saw a 150% increase in ARR in 2021 beating its goal/expectation of 100% ARR growth. Zenarate also grew its employee count by 50% in 2022.
- Briefly describe the nominated organization: its history and past performance (up to 200 words):
Total 196 words used.
Founded in 2016, Zenarate Inc. developed Zenarate AI Coach– the “flight simulator” for customer and prospect engagement, where agents in training are immersed in life-like Voice, Screen, and Chat Simulations to master high-impact topics they will face with live customers and prospects.
Premier brands in Banking such as: Bank of America, American Express, and Discover; in Healthcare such as: Anthem, United Healthcare, and BioGen; and in travel technology, and services industries such as: United Airlines, GooglePay, and ADP are transforming their NPS, CSAT, and First Call Resolution Scores through Zenarate AI Coach. Zenarate is used globally in over a dozen countries in 13 languages developing confident top-performing agents.
Zenarate focuses on developing confident top-performing new hires before their first live customer interaction, and closing tenured agent skill gaps, allowing agents to return to the floor confident and proficient on high-impact call types and soft skills they previously struggled with. Today, AI Coach provides agents tone, soft skills, best and required practice feedback throughout their simulation training, and the option to share their best training sessions with their supervisor for human feedback. Zenarate is using AI to power human connections forward rather than to replace human jobs!
- Explain why the achievements you have highlighted are unique or significant. If possible compare the achievements to the performance of other players in your industry and/or to the organization's past performance (up to 250 words):
Total 247 words used.
Zenarate’s recent achievements represent support from CX Leaders and their value for agent performance. Especially, in an industry that has largely embraced automation and bots for self-service channels. As digital self-service handles most simple customer inquiries, contact center agents are increasingly left with the toughest customer problems to solve. Contact center agents are often the only human interaction for many customers and prospects. Zenarate’s growth and recognition supports the powerful customer experience data that consumers prefer human channels to solve their complex problems.
With 67% of consumers using the phone to engage with a brand’s customer care department, leading brands must ensure that the human touch is optimized to deliver the best brand experience possible. What’s the solution? Leaders must invest in the scalable training solution that develops top-performing agents before live calls and close tenured agent skill gaps.
The fast adoption of Zenarate AI Coach for agent training is improving major organizations’ customer and prospect experience and performance. Zenarate has proven this with measurable customer results. Zenarate's AI Coach develops top-performing customer-facing teams that deliver:
The practice/experimentation stage of an agent learning journey has been supercharged with Zenarate AI Coach. The blended learning ratio shifts favorably for agents and trainers, allowing agents to practice by doing! AI Coach enables agents to practice call flows 24/7 and enables trainers to provide faster feedback and certification for agents to hit the floor as top performers.
- Reference any attachments of supporting materials throughout this nomination and how they provide evidence of the claims you have made in this nomination (up to 250 words):
Total 165 words used.
- April 1, 2021 Complete revamp of UX/UI for Zearate AI Coach with new critical capabilities of Concurrent Chat Simulation and Tone Analysis. This is a demo of new UI/UX https://internal.zenarate.com/index.php
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