Introducing iCoach: Our AI-Enabled Contact Center Training & Performance Solution
The contact center training and performance tool that reduces training time by 20% while driving a 30% improvement in customer satisfaction
Miami, FL – March 13, 2026 – Iterum Connections is proud to announce the launch of iCoach, our embedded, AI-enabled training, coaching, and performance enablement solution. From reduced hold time and cost per call to improved service consistency and agent performance, iCoach empowers superior human performance for complex, high-stakes customer interactions.
Growing Pressure on Contact Center Operations
The challenges faced by contact center leaders include pressure to improve service levels, manage seasonality, comply with regulations, and control costs, often with leaner teams and growing customer expectations. Traditional training and coaching models fall short under these demands, leading to fragmented knowledge, reactive management, inconsistent performance, and higher agent turnover.
“At its core, iCoach is a comprehensive system for ensuring proficiency, efficiency and continuous improvement of contact center agents. It works by making sure everyone has the tools and motivation they need to succeed.”
- Juan Lopez, COO and Senior VP of Operations
iCoach was designed to bring the power of AI to these challenges with an intuitive system of, visibility, accountability and continuous improvement embedded directly into Iterum’s service delivery model.
An Integrated Approach Makes iCoach Different
Unlike standalone software tools, iCoach is not sold as an add-on or used in isolation. It is embedded into how Iterum delivers outsourced contact center services, aligning training, assessment, coaching, and performance insights in one streamlined platform.
“Traditional approaches often rely on disconnected systems and delayed intervention,” said Joseph Fidanque Cohen, Vice President of Innovation at Iterum Connections. “iCoach allows agents to reach proficiency faster, supervisors to intervene earlier, and organizations to deliver more consistent, high-quality customer experiences without replacing the human element that complex interactions require,” Fidanque Cohen said. “Our AI is continuously shaped and augmented by our operational teams.”
How Agents, Trainers & Supervisors Benefit from iCoach Support
iCoach supports agents, trainers and supervisors from onboarding through long-term mastery, without accessing customer or member data. With three integrated modules, the platform provides realistic training scenarios with AI role-play, continuous knowledge validation, and AI-assisted coaching based on real performance trends.
Agents have access to timely guidance, learning materials, and workflow support, while supervisors have real-time visibility into proficiency gaps and performance risks. It’s an approach that improves forecasting and creates more consistent service levels during peak demand.
“The job of a contact center agent is very complex,” said Iterum Learning & Development Director Geraldine Trujillo. “iCoach simplifies that process and creates an accelerated learning path.”
Results You Can Measure Across Complex Programs
Among the benefits and improvements demonstrated in our early deployments:
- Faster time to proficiency for new hires
- Reduced handle times as confidence and accuracy improve
- Stronger quality assurance performance
- More consistent outcomes during seasonal volume spikes.
“Many organizations are investing in AI tools, but few embed them directly into service delivery,” Fidanque Cohen said. “Because iCoach is operated by the same teams responsible for training, quality, workforce management, and operations, AI is applied in a practical way that enhances human performance rather than replacing it.”
That is more than a differentiator, says Juan Lopez, COO and Senior Vice President of Operations at Iterum.
“At its core, iCoach is a comprehensive system for ensuring proficiency, efficiency and continuous improvement of contact center agents,” Lopez said. “It works by making sure everyone has the tools and motivation they need to succeed.”
A Solution for Regulated & High-Complexity Environments
iCoach was developed for environments where automation alone falls short, including healthcare, financial services, travel, and other industries with complex policies, regulatory requirements, and long training cycles. It delivers measurable performance improvements without requiring access to sensitive customer data. By focusing AI on enablement, Iterum aims to help clients deliver faster, more accurate, and more human customer experiences, especially when it matters most.
About Iterum Connections
Iterum Connections is a full-service contact center and business process outsourcing (BPO) provider with nearshore operations serving the U.S. Iterum delivers multilingual, omnichannel inbound and outbound contact center services. These include customer and patient support, collections, fraud prevention, and back-office support, particularly for complex customer interactions that require empathy. Iterum serves clients across healthcare providers, insurance payers, financial services, fintechs, travel, hospitality, retail, e-commerce, SaaS, telecom, and other service-intensive industries, leveraging AI to recruit, train, and coach top call center talent to reduce hold time and cost per call while increasing customer satisfaction. More: https://iterumconnections.com
