Every store, call and van ready on launch day.
The problemLaunch briefings reach stores and dealers after customers have seen the advert.
Watch the films
Sample · Made with Coursento AI · People and places are fictional
What this film shows
At dusk in a contact centre, an agent takes a call from a man who says he is boarding in twenty minutes and needs his SIM moved. He sits in a bare room, nowhere near an airport. A trainer slides a thick folder back onto a full shelf. On her break she watches a lesson on her phone, with a real decision in it. Back at her desk she calmly verifies first.
Sample · Made with Coursento AI · People and places are fictional
What this film shows
A verification procedure and one sentence become a plan of three lessons, which is approved before anything is made. The crew writes and reviews, a filmed lesson appears, then a practice decision and an AI tutor that cites the scene. The course is published in two languages, exported, and tracked by team, shown with sample data.
Sample · AI presenter · People and places are fictional
What this film shows
An AI presenter speaks from a contact centre, a phone store and beside a fibre van about getting a launch and a fraud update to the floor at once, with the FCC fines figure on screen, a lesson frame, and who is ready on launch day: stores and dealers, contact centres, field crews with the offline app, and who finished by team.
The industry today
Three workforces, one launch date
An operator is three workforces under one brand: stores, contact centres and field crews, many of them run by dealers and outsourcing partners. A new plan, a roaming bundle or a handset launch has to reach all of them on the morning the advert goes out. Customers arrive quoting the offer, and the agent who takes the call may have started last month, because attrition on the floor never really stops.
The front line now holds the keys as well. A phone number guards banking codes and email resets, so one persuaded agent can hand over someone's digital life through a SIM swap or a port-out. Fraud scripts change by the week, while the verification rule sits in a knowledge base of thousands of articles. Privacy rules expect staff to be trained on customer data, fibre and tower crews need their safety briefings, and nobody can take the floor off the phones for a classroom.
- Nearly $200 million
- in FCC fines on four US carriers in April 2024, for sharing customers' location data without consent.Federal Communications Commission, 2024
Where training breaks
What makes this hard, and what changes
The problem
Launch briefings reach stores and dealers after customers have seen the advert.
With Coursento
Turn the launch pack into a short filmed course, assign it with due dates and reminders, and invite dealers with a code or a share link.
The problem
Fraud scripts change faster than the knowledge base.
With Coursento
Start from the new fraud bulletin. Change one scene and keep the rest, without rebuilding the course.
The problem
Induction never stops, and classrooms take agents off the phones.
With Coursento
Short lessons fit a break, each one ends in a decision, and an AI tutor in Coursento answers from the course and cites the scene.
The problem
A regulator asks who was trained on customer data, and when.
With Coursento
See progress, scores and certificates in Coursento, or send completions to your LMS through SCORM or cmi5.
How it works
From your document to a course
Turn plans, devices, network services and fraud procedures into filmed, interactive training for retail, care and field teams, in English and Arabic, with knowledge checks, certificates and SCORM or cmi5 export.
What you bring
- Launch packs and plan sheets
- Device and network service briefs
- Verification and fraud procedures
- Customer data and privacy policies
- Field safety procedures
Build from procedures and product sheets, never customer records or call recordings. Keep subscriber data out of your sources. Safety courses support your programme and never replace hands-on authorisation or competency sign-off by a competent person.
Start from one of these
Courses to start from
Take a brief as it is, or change it to fit. It goes with you into your workspace, where nothing is made until you approve the plan.
Stores and contact centres
Launch Day: The New 5G Plans
Two short lessons for store and contact-centre staff, from the launch pack, with a plan-matching decision and a five-question check. English and Arabic.
Care agents
SIM-Swap Fraud: Verify First
Three short lessons for care agents, with a decision on an urgent caller and a five-question check. English and Arabic.
All customer-facing staff
Customer Data Basics
Two short lessons for all customer-facing staff on what may be shared and with whom, with a decision at each request and a five-question check.
Field crews
Safe Work at Height
Three short lessons for tower and fibre crews, from our safety procedure, with a pre-climb decision and a five-question check, to support our safety programme.
B2B sales
Selling Managed Security to SMEs
Two short lessons for business sales staff, with a practice conversation and a three-question check.
New agents
First 30 Days in the Contact Centre
Five short lessons for new agents, with a practice conversation in each and a ten-question check.
Who this is for
Head of the sales and service academy
Gets one launch briefing to every store, call and van in two languages.
Contact-centre training lead
Keeps induction running without pulling agents off the queue.
Field operations manager
Puts briefings on the phone a crew already carries, with an offline app.
Privacy and fraud lead
Approves the plan first, then sees who finished what.
What to measure
Coursento tracks completion, scores, time and certificates. You bring the outcome data.
- Launch readiness
- First-contact resolution
- Average handle time
- Fraud losses
- Completion before go-live
- Days from a new fraud script to trained agents
Supports your obligations under
- United States
- FCC CPNI rules, 47 CFR 64.2009(b)
- European Union
- EECC · GDPR · NIS2
- Gulf
- CST consumer rules (KSA) · TDRA consumer rules (UAE) · NCA ECC-2:2024 · Saudi PDPL
Coursento helps you deliver and evidence training. It doesn't replace your compliance programme or legal advice, and it holds no certification.
Questions
Can we reach the floor without a classroom?
Yes. Lessons are short and work on a phone. Assign them with due dates and reminders, and field crews can use the offline app. The AI tutor answers in Coursento, not in packages or offline copies.
Does this replace our CPNI or privacy programme?
No. Coursento helps you deliver and evidence training. What the training must say, and whether it meets your obligations, stays with your privacy and compliance teams.
Will it work with our LMS, and do dealers need a Coursento account?
Courses export as SCORM or cmi5, and as MP4. Validation against real LMSs is in progress, so test a package in yours before you commit. SCORM or cmi5 packages in your LMS, or MP4 files, need no Coursento account.
More use cases
All use cases
Your first course is one sentence away.
Describe the course you need, and approve its plan before any lesson is written.