TTEC Holdings, Inc. has also announced the broadened enterprise adoption of its AI-powered frontline performance ecosystem, solidifying its commitment to helping enterprises unlock business value from artificial intelligence investments in global contact centers. The ecosystem is built around two foundational platforms: TTEC RealSkill™ and TTEC Perform™, which are intended to help frontline workers across the entire associate lifecycle.
The comprehensive solution integrates onboarding, development, coaching, and real-time execution into a seamless operating model. TTEC explained that the strategy remedies a typical shortcoming in enterprise AI investments, in which valuable knowledge is not typically translated into sustained, day-to-day performance gains.
The ecosystem presently serves more than 100 enterprise clients and at least 25,000 frontline associates globally. Enterprises employing the platforms have reportedly achieved specific results, including a 12% boost in associate retention, a 6-8% reduction in average handle time, complete compliance accuracy in 60 days, a 23% improvement in Net Promoter Score, and a 10% increase in sales conversion rates.
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Unlike point solutions focused solely on training or post-call coaching, TTEC’s model links learning directly with execution. AI-powered simulations, performance analytics, and closed-loop coaching work together to create sustained impact in complex, high-volume customer experience environments.
“AI doesn’t change performance on its own — people do,” said Julie Stone, Group Vice President and Chief Learning Officer at TTEC. “What’s been missing in the market is a way to turn AI insights into everyday behaviors that drive results. When associates can practice in realistic environments, receive timely coaching, and see how their actions connect to business outcomes, that’s when transformation becomes real and repeatable.”
TTEC RealSkill™ offers immersive, AI-driven simulations. Associates can practice real customer interactions in a safe environment. TTEC Perform™ enhances this with continuous coaching, performance insights, and automated root-cause analysis linked to business metrics.
TTEC uses a consistent skills and behavior framework on both platforms. This creates a continuous feedback loop between training and live performance. Leaders gain real-time insights into how well the frontline performs. This approach allows for scalable and repeatable improvements.
