By combining immersive AI-powered practice, performance intelligence, and closed-loop coaching, enterprises gain consistent, measurable impact across complex, high-volume CX environments.
TTEC Holdings, Inc., a global CX (customer experience) technology and services innovator for AI-enhanced CX, has announced the expansion and growing enterprise adoption of its AI-driven frontline performance ecosystem, anchored by TTEC RealSkill and TTEC Perform.
Built to bridge the gap between AI investment and real business outcomes, the integrated ecosystem enables organisations to operationalise AI across the associate lifecycle—from onboarding and skill development to coaching and real-time performance execution.
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Currently, the solution supports 100+ enterprise clients and at least 25,000 frontline agents globally, helping organisations translate skills, behaviours, and data into sustained performance improvement at scale.
Unlike fragmented AI deployments limited to training or coaching, TTEC’s unified approach connects learning directly to frontline execution. By combining immersive AI-powered practice, performance intelligence, and closed-loop coaching, enterprises gain consistent, measurable impact across complex, high-volume CX 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 behaviours 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.”
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At the core of the ecosystem, TTEC RealSkill delivers immersive, AI-powered simulations that let associates practice real-world customer interactions in a safe, repeatable environment.
TTEC Perform extends that foundation into daily operations, delivering AI-driven coaching, performance analytics, and automated root-cause analysis tied directly to business outcomes.
Together, the platforms apply a single, consistent skills and behaviour framework from onboarding through ongoing performance optimisation—eliminating silos between learning, coaching, and execution.
By tagging AI-powered simulations to the same skills used in live coaching, the ecosystem creates a continuous feedback loop between learning and on-the-job performance, giving leaders a unified, real-time view of frontline effectiveness.
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