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Learning as a service that accelerates brand-ready performance

Consultative, brand-immersive agent learning and development

Liveops’ learning as a service (LaaS) is a consultative service that turns your learning and development program into a modern self-paced learning experience that delivers performance-based and brand-aligned agents. We blend AI simulations, client-specific curriculum design, and continuous enablement so that agents are prepared to handle real scenarios, navigate systems confidently, and perform to client SLAs from day one. 

This is where the difference lives: AI simulation for repetition and feedback, live virtual facilitation for reinforcement and calibration, and a 100% gig-based talent model that can ramp certification efficiently without compromising consistency. Programs are client-branded, data-driven, and built to fit your organization’s workflows, with 24/7 LMS access (SAP Litmos) and live online facilitation via Zoom. 

Explore learning as a service

Performance outcomes that matter

With Liveops learning as a service, your teams get a turnkey enablement engine—client-branded curriculum, AI simulations, and coaching—that plugs into your workflows.

Up to 50%

faster time to proficiency

46%

reduction in early attrition

Higher

QA and CSAT

What’s included in Liveops LaaS

From fundamentals to complex scenarios, Liveops designs and delivers a complete, measurable certification journey.

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Custom curriculum development from your source materials

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Systems navigation with interactive AI simulations

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Product and policy mastery

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De-escalation, empathy, and conversation skills

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Sales conversations and objection handling

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Sales discovery, objections, and on-brand offers

From onboarding to outstanding service

 

 

  • Liveops rostering icon representing efficient agent scheduling and customer service training solutions. Self-paced certification

    Client-branded eLearning and AI simulations provide 24/7 access. Agents progress at their own pace, complete quizzes and readiness assessments, and have their progress tracked in the LMS. Live virtual classrooms can be added to reinforce skills before go-live.

    Explore our approach to quality talent
  • Icon representing collaborative learning and training for customer service agents, emphasizing Liveops' tailored approach to agent performance and brand alignment. 1:1 Role plays and coaching

    Individual practice sessions reinforce brand standards and system fluency. Coaches provide targeted feedback tied to readiness criteria, and progress is tracked through assessments in the LMS. Sessions are delivered virtually with live facilitation as needed.

    See a role-play success story
  • Liveops certification icon representing award-winning training programs for customer experience professionals. Award-recognized certification

    Our exceptional learning and development team (75+ combined years’ experience) builds to industry standards and has earned three Gold Stevie Awards and the Innovator of the Year award.

    See our award-winning approach
  • Secure integrated module icon representing Liveops' Learning as a Service and agent training solutions. Ownership and hosting options

    Engage us to build-and-transfer content that you fully own, or have Liveops host and maintain it. Delivery can be on your LMS or ours, with updates scheduled to match your release cycles.

    Explore how AI accelerates learning
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Case study | Insurance, learning as a service

Reimagining Agent Certification with AI Simulation

A leading insurance provider partnered with Liveops to strengthen readiness across a high-volume inbound support program. By embedding AI simulation into the certification experience, Liveops helped agents within its network practice realistic customer scenarios before live interactions, resulting in 57% higher 30-day sales conversion, 165% higher 30-day interaction volume, and a 97% improvement in 60-day reliability metrics.

Read the case study

 

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AI-powered certification for faster agent readiness 

LiveNexus by Liveops, our AI-orchestration platform, strengthens learning as a service by helping teams create, deliver, and optimize learning experiences with more speed, consistency, and visibility. 

Using AI-enabled content support, simulations, certification tracking, and performance insights, Liveops can help brands prepare agents within our network for program-specific needs while supporting stronger readiness across customer service programs. 

Faster learning content development

Create and update learning materials more efficiently, including videos, guides, job aids, and program-specific resources that help agents within the network prepare faster.

Scenario-based practice and interaction readiness

Use realistic customer scenarios to help agents practice common situations, build confidence, and prepare for live interactions before supporting a program.

Program-specific certification tracking

Monitor progress across each client program to help ensure agents complete the right certification steps and meet readiness expectations before going live.

Microlearning, refreshers, and compliance explainers

Deliver short, focused learning moments that reinforce key workflows, policy updates, compliance requirements, and service expectations.

Ongoing learning updates based on QA and performance insights

Use quality and performance data to identify knowledge gaps, update learning content, and continuously improve readiness over time.

 

Learn more about LiveNexus by Liveops

 

 

AI simulation for certification readiness 

AI simulation adds a repeatable, measurable layer to certification by combining realistic conversations with click-by-click system practice. Instead of one-and-done role play, learners practice until performance stabilizes, with feedback that strengthens both individual interactions and the overall program over time. 

Structured, Guided Practice

  • Certification-aligned scenarios
    Structured practice maps directly to existing certification content, so learners build the exact skills required for go-live. 
  • Systems and process reinforcement
    Practice emphasizes correct workflows and tool usage, helping reduce errors and hesitation in live production. 
  • Immediate feedback and redirection
    Learners receive real-time guidance that corrects missteps early and reinforces the right behaviors consistently. 

Generative AI Conversations

  • Adaptive conversation flow
    Conversational AI responds to learner inputs in real time, creating realistic practice beyond static scripts. 
  • Dynamic paths and outcomes
    Scenarios shift based on decisions, language, and approach, allowing learners to see how choices impact resolution. 
  • Tone and interaction trend insights
    Feedback highlights tone, recurring patterns, and overall interaction trends to strengthen consistency and soft skills. 

Comprehensive Practice Environment

  • Safe experimentation in a controlled setting
    Learners can practice complex or high-stakes situations without the risk of live customer impact. 
  • Micro-level and macro-level feedback
    Get feedback on specific moments within an interaction, plus broader trends that help improve the overall program. 
  • Guardrails for accuracy and compliance
    AI simulations reinforce process adherence, accuracy expectations, and compliance behaviors so performance stays consistent. 

Performance Impact at Scale

  • Immersive engagement that drives participation
    Realistic, responsive AI simulations make learning more interactive, increasing focus, retention, and completion. 
  • Confidence through repeatable practice
    Learners can repeat challenging or emotional scenarios until performance stabilizes and confidence increases. 
  • Scalable consistency across rosters and locations
    AI simulations scale easily for large groups, supporting consistent certification outcomes across distributed teams. 
Quote icon representing client testimonials for Liveops' nearshore customer service solutions in Mexico. What OUR clients say
The Liveops learning and development team has been able to create a virtual learning environment that allows part-time agents to gain the knowledge in a short amount of time to be able to take care of our customers in the best possible way.
Keith Gindoff, Director of Vendor Management at Duke Energy
Quote icon representing client testimonials for Liveops' nearshore customer service solutions in Mexico. What OUR clients say
Liveops’ distance learning and certification prepare professionals to deliver with confidence. We can say ‘yes’ to customers more often because we trust the workforce that Liveops puts forward.
CX Program Leader, Retail Client
Quote icon representing client testimonials for Liveops' nearshore customer service solutions in Mexico. What OUR clients say
The Liveops L&D team collaborated well, providing a clear framework to architect the ideal learning solution for our partner, one the world's largest supply chain and logistics company. Whenever challenges arose or questions came up, their team responded quickly and thoughtfully, offering consultative guidance that helped us navigate obstacles effectively.
Technology Client
Quote icon representing client testimonials for Liveops' nearshore customer service solutions in Mexico. What OUR clients say
Liveops has remained flexible to meet our needs, whether supporting a group of 15 trainees or over 300. They have proven to be a responsive, flexible, and quality business partner
Manager of Claims Learning Delivery, Insurance Client
Quote icon representing client testimonials for Liveops' nearshore customer service solutions in Mexico. What OUR clients say
The Liveops teams are not only performing at program-to-date ‘highs’ but the insights and analytics being provided by the team are the best they have ever been (and are setting the bar with our other partners).
Director of CX, Healthcare Client

Peek inside the system that outsmarts traditional outsourcing

Stop outsourcing, start outsmarting

Join the brands redefining customer experience with Liveops. Empathetic agents, tech-powered delivery, and the flexibility to meet every moment. Let’s talk.

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