Dora by Gatestone
Dora Trainer
Help contact center teams build confidence through realistic AI practice, useful feedback, and clear readiness insight before live customer conversations.
Practice that builds confidence
What Dora delivers
Turn training from passive content into repeatable skill practice
Realistic AI role-play
Let agents practise voice and digital interactions with dynamic customer personas in a safe environment.
Configurable scenarios
Build simulations around products, policies, contact reasons, customer behaviours, and required service skills.
Immediate coaching insight
Provide structured feedback after each session and give leaders visibility into individual and team readiness.
Challenge to response
OPERATING SIGNALS
MONITORED
Challenge 01
Content completion and knowledge checks cannot show how an agent will respond during a complex interaction.
Gatestone Digital response
Use dynamic simulations that require agents to apply knowledge, communication, and judgment together.
Challenge 02
Trainer-led practice limits repetition, consistency, availability, and the range of scenarios each agent experiences.
Gatestone Digital response
Give every agent repeatable practice with consistent scenario setup and structured feedback.
Challenge 03
Managers often rely on observation and incomplete performance signals when deciding who is ready.
Gatestone Digital response
Track session history, defined skill performance, progress, and coaching priorities at individual and team level.
Enterprise perspective
Build readiness before the customer carries the risk
Dora delivery system
A repeatable system for faster, evidence-based readiness
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Define critical skills
Identify the behaviours, knowledge, judgment, and compliance requirements that drive performance in priority interaction types.
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Design scenarios
Create realistic customer contexts, personas, objectives, complexity levels, and expected resolution paths.
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Configure evaluation
Translate coaching standards and quality criteria into transparent post-session assessment.
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Pilot and calibrate
Validate realism, scoring, feedback quality, accessibility, and trainer confidence before broader use.
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Embed in learning
Assign practice within onboarding, nesting, cross-skilling, remediation, and change-readiness programs.
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Measure readiness
Compare simulation progress with live quality and operational outcomes to improve scenarios and coaching.
Agents reach live interactions with proven practice
Leaders gain clearer readiness evidence while agents build confidence through repetition, feedback, and targeted coaching.
Technology ecosystem
Trusted platforms. Thoughtful delivery. A faster path to value.
We combine leading cloud, data, AI, CRM, and CX platforms with Gatestone’s customer operations experience to move from strategy to production and keep improving after launch.
PLATFORMS WE WORK WITH
Fin
TCN
Aryza
Microsoft
Google Cloud
Claude
aws
Outcome architecture
Define the business decision, experience, and operating metric before choosing technology.
Governed integration
Connect identity, data, workflow, and permissions so AI can operate safely in context.
Adoption and optimization
Instrument performance, train teams, and improve continuously after launch.
How it works
Experiential learning designed for real contact center work
Voice and digital simulations
Practise the channel behaviours, pace, and communication skills agents need in production.
Customer personas and difficulty levels
Skills-based evaluation
Manager progress visibility
Enterprise control
Training governed by the standards agents face in production
Dora Trainer aligns scenarios, evaluation criteria, and feedback with approved workflows, service expectations, and coaching programs.
Scenarios based on real operating requirements
Configurable skills and evaluation criteria
Manager oversight of assignments and readiness
Enterprise control
GOVERNED
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