Simulating the real operating environment of employees provides the highest corollary to predicting performance. In any organization, it is almost impossible to disinter mediate applications and technology from the customer experience. Employees are most likely using applications and operating systems while supporting customers and colleagues. To create a truly immersed training experience, the interaction with the application and the voice simulation can be conducted in tandem. Interactive screens from your user applications are used in the simulations, including input fields. Trainees learn systems during simulated calls, where system knowledge is actually put to use.