Customer service & contact centre
Practise inbound customer calls before they become escalations.
Oliver is contact centre and call center training software that turns difficult inbound calls into realistic AI practice — with transcripts, QA-style scorecards, and manager-ready coaching evidence.
Last verified: June 2026
Pilot offer
Give us your top 5 difficult call types and your QA scorecard.
We will turn them into AI practice calls and show where agents need coaching before they take live volume.
First lead magnet
Inbound Call Readiness Scorecard
Start with deterministic inbound scenarios.
V1 focuses on controlled practice calls with clear coaching criteria. Random queues and variants can come later once every run is snapshotted before the call starts.
Angry customer de-escalation
Delayed response or service failure
Billing/refund complaint
Policy-bound request where the agent must say no well
Escalation/handoff with clear ownership and next steps
Train the moments QA teams already care about.
Oliver is not live agent assist or workforce management. It is the practice layer before agents take real customer volume. For broader CX conversation practice beyond inbound calls, see AI customer service training software. Comparing options? Our guide to the best customer service training software covers the whole category.
Frequently asked questions
What is contact centre training software?
Contact centre training software helps call centres and inbound service teams prepare agents for difficult customer calls — complaints, billing disputes, escalations, and policy-bound requests. Oliver focuses on the practice layer: agents rehearse those conversations out loud with an AI customer and get a QA-style transcript and scorecard on every run.
How is this different from your customer service training page?
The contact-centre page is narrower and call-centre-specific: inbound phone scenarios with QA-style scorecards scored against call-handling categories like opening, empathy, verification, diagnosis, resolution, and escalation. The customer service training page covers the broader CX picture across channels and onboarding. If you run a phone-first call centre, this is the right page.
Does Oliver replace our existing QA tool?
No. Oliver is the practice layer that sits before agents take live volume. Your QA tool scores real calls after they happen. Oliver lets agents rehearse the difficult call types before they take them — so QA failures decrease because the skill was built first.
Can we pilot with our own call types?
Yes. The pilot offer is built around your own difficult call types and QA scorecard. Share your top five inbound scenarios and we will turn them into AI practice calls scored against your existing criteria.
Do I need a long-term contract to get started?
No. The pilot is a fixed, low-commitment engagement to show where agents need coaching before they take live volume. You can evaluate the results before deciding on a broader rollout.
Inbound by default
Agents answer the practice call first. Oliver waits, then the customer explains the reason for calling.
QA-style scorecards
Every run creates a transcript and coaching evidence across service-specific behaviours.
Pilot from your real calls
Use your top difficult call types and QA scorecard instead of generic call-centre scripts.
Contact-centre pilot