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Streamlined AI Assessment, Onboarding and Training for High-Performing Teams

From candidate screening and realistic job previews to AI-powered simulations, onboarding, training and quality assurance, Citrus 360 helps contact centres hire better people, accelerate time to competency and continuously improve performance all through one connected platform.

Citrus 360 is an advanced AI-powered platform designed specifically for contact centre environments. It provides managers and trainers with measurable insights, consistent evaluations and clear visibility of agent capability and progress

Key Features

  • AI Call Simulation & Quality Assurance – Realistic customer conversations designed to replicate the challenges of live calls.

  • Assess New Hires – Evaluate candidates using realistic, role-specific customer interactions.

  • Accelerate Onboarding – Help new recruits build confidence and reach competency faster.

  • Train & Develop – Continuously improve the skills and performance of existing agents.

  • Create Authentic Scenarios – Build and customise customer scenarios, personas and call types.

  • Measure Performance – Gain objective, data-driven insights into individual and team capability.

  • Understand Agent Behaviour – Identify strengths, gaps and opportunities to improve every customer conversation.

  • AI Role-Play – Customised simulations that assess and refine communication, problem-solving and customer service skills.

Hire

Hire with Confidence.

Citrus 360 provides contact centres with pre-hire assessment and a realistic job preview, helping both the candidate and employer understand whether the role is the right fit before an employment decision is made.

Know they can do the job before you hire.

Candidates experience the same types of customer interactions they will encounter in the contact centre, using AI-simulated calls to assess their communication, problem-solving and customer service capabilities.

Results can be scored and compared objectively, helping hiring managers make more informed decisions and reduce recruitment risk.

Scan. Activate. Complete. – Candidates can complete a realistic, scored customer conversation in as little as 15 minutes, anywhere, anytime.

Onboard

Increase Speed to Competency

Traditional onboarding can take weeks of classroom training, shadowing and supervised calls before a new recruit feels confident handling customers.

Citrus 360 changes this.

The platform creates lifelike AI customer conversations that allow new recruits to practise in a safe, controlled environment before they take real customer calls.

Agents can quickly become familiar with:

  • Real customer call types
  • Different customer personalities
  • Challenging enquiries
  • Difficult conversations
  • Objections and complaints
  • Emotional and high-pressure situations
  • Company-specific processes and information

By allowing recruits to practise repeatedly before going live, Citrus 360 can reduce training time, build confidence and accelerate time to competency.

It also provides an ongoing development environment for experienced agents, helping reduce the performance drop-off that can occur after initial training.

Train

Turn Your Content into an
AI-Powered Training Academy

Citrus 360 makes it faster and easier to create engaging contact centre training.

Upload your existing training content and build an AI-powered academy.

One upload can be transformed into:

  • Interactive lessons
  • Quizzes and knowledge checks
  • AI-generated voiceovers
  • Practice activities
  • AI presenter and avatar-led content
  • Live voice Q&A
  • Simulated customer conversations

Instead of spending hours creating and maintaining training content, AI automates much of the repetitive development work.

Practise Instead of Shadowing

New recruits can practise the conversations they may never get the opportunity to practise with a real customer.

They can repeat scenarios as many times as needed, receive immediate feedback and be scored against defined criteria.

Practise. Perform. Get scored. Improve.

Coach & Improve

Consistent Coaching Across
Every Agent

Citrus 360 helps standardise assessment, review and coaching across the contact centre.

Instead of relying solely on manual reviews, supervisors can use objective performance data and AI-generated insights to identify where each agent needs support.

This means trainees and agents receive more consistent feedback across shifts, teams and supervisors. Not just from the people who happen to review their calls.

From Call to Coaching

Citrus 360 can identify opportunities across areas such as:

  • Communication
  • Tone and empathy
  • Compliance
  • Accuracy
  • Information gathering
  • Customer handling
  • Process adherence
  • Problem-solving
  • Missed questions or critical information

Managers can then use these insights to deliver targeted coaching and development.

Why Citrus 360?

Train in Conditions that feel real

Realistic voices, conversations, customer behaviours and scenarios create an environment that feels much closer to a live customer interaction.

Any Call. On Demand.

Agents can practise any scenario, at any time, without waiting for a trainer or another person to role-play the customer.

AI customers can adapt to the agent’s responses, creating dynamic, non-scripted conversations.

Scenarios can include:

  • Language barriers
  • Background noise
  • Confused customers
  • Difficult customers
  • Emotional callers
  • Complaints
  • High-pressure situations