Latest news with #TalentDevelopmentSolutions
Techday NZ
2 days ago
- Business
- Techday NZ
Skillsoft & Salesforce launch AI learning for support teams
Skillsoft has announced a partnership with Salesforce to provide AI-powered learning solutions designed to improve the capabilities of customer support teams using the Salesforce platform. The collaboration introduces Skillsoft's CAISY offerings to the Salesforce ecosystem in response to persistent skill gaps in customer support. Research cited by the companies highlights that while 59% of service decision-makers consider upskilling customer-facing staff a priority, 70% still report service challenges due to underskilled teams. AI-driven coaching Skillsoft's CAISY platform delivers interactive, AI-powered coaching environments within Salesforce, enabling support personnel to practise high-stakes customer conversations and receive real-time feedback. These features are intended to strengthen essential skills such as communication, empathy, and problem-solving without interrupting regular workflows. According to Salesforce data, customer expectations are changing rapidly, with 80% of customers valuing the quality of their experience as highly as the company's products and services. Skillsoft and Salesforce aim to address these evolving demands by making targeted training accessible directly within the tools customer-facing teams already use. "Exceptional customer service does not happen by chance – it is the result of consistent practice, feedback, and development. Too often, support teams lack access to the kind of training that effectively prepares them for the real-world conversations they face every day," said Apratim Purakayastha, General Manager, Talent Development Solutions, Skillsoft. "Our work with Salesforce will bring the transformative learning experience of CAISYTM directly into the tools customer-facing teams use every day, helping organisations strengthen relationships, improve performance, and turn their support function into a competitive advantage." Skillsoft's integration with Salesforce will allow support teams to simulate varied customer scenarios, such as managing difficult issues with upset customers or handling refund requests. These scenarios are customisable and include instant feedback aligned with each organisation's unique requirements. Integration details The first of the new applications, Skillsoft CAISY for Agentforce on AgentExchange, is embedded in Agentforce, Salesforce's digital labour platform. This tool uses custom conversation rubrics developed by Skillsoft to evaluate real customer support interactions. Agents get actionable performance scores and coaching recommendations, while managers can spot skills gaps and identify development opportunities for their teams. The aim is to create faster feedback cycles and more consistent service performance. For continuous learning during work, Skillsoft CAISY for AppExchange offers another route for support teams. This application provides access to interactive practice modules - such as dealing with irate customers—directly within Salesforce. The modules are intended to build confidence and competence in handling typical customer service cases through targeted skills practice. Tyler Carlson, Senior Vice President and Head of Product, AppExchange and Ecosystem at Salesforce, highlighted the immediate and scalable value of the partnership: "We are excited for Skillsoft to bring its industry-leading enterprise learning solutions to Salesforce, delivering real-time AI training for organisations and their customer service teams exactly when they need it. Having Skillsoft CAISYTM within Salesforce will unlock the next evolution of how humans and AI agents, together, deliver quality training and great customer experiences at scale." Focus on measurable outcomes Both companies cite the need for measurable improvements in service quality and customer satisfaction. Through deeper integration with daily operations, organisations are expected to benefit from enhanced visibility into team capabilities and more efficient ways to address performance issues. The partnership targets organisations seeking to accelerate workforce upskilling and reskilling by embedding coaching and development tools within the platforms their support teams regularly use. The approach is designed to mitigate the ongoing challenges that have been widely reported within customer service environments. Skillsoft's offerings will be available to the broad Salesforce user base, enabling practical, in-the-moment learning opportunities that reflect the diverse and evolving demands of customer support roles. Follow us on: Share on:
Yahoo
15-04-2025
- Business
- Yahoo
Skillsoft Corp (SKIL) Q4 2025 Earnings Call Highlights: Navigating Challenges and Seizing ...
Total Revenue: $133.8 million in Q4, down 2.8% year over year; $531 million for the full year, down 4% year over year. Talent Development Solutions (TDS) Revenue: $102.8 million in Q4, up 1% year over year; $405.5 million for the full year, flat compared to FY24. Global Knowledge Revenue: $30.9 million in Q4, down 13% year over year; $125.4 million for the full year, down 15% year over year. Adjusted EBITDA: $29.9 million in Q4, 22% of revenue; $109.1 million for the full year, 21% of revenue. GAAP Net Loss: $31.1 million in Q4; $121.9 million for the full year. Adjusted Net Income: $17 million in Q4; $35 million for the full year. Free Cash Flow: $13.2 million in Q4; $11.6 million for the full year. Dollar Retention Rate (DRR): 105% in Q4; 100% for the full year FY25. Cost of Revenue: $33.3 million in Q4, 25% of revenue; $133.8 million for the full year, 25% of revenue. Cash and Cash Equivalents: $103 million at the end of Q4. Total Gross Debt: $581 million at the end of Q4. FY26 Revenue Guidance: $530 million to $545 million. FY26 Adjusted EBITDA Guidance: $112 million to $118 million. FY26 Free Cash Flow Guidance: $13 million to $18 million. Warning! GuruFocus has detected 4 Warning Signs with SKIL. Release Date: April 14, 2025 For the complete transcript of the earnings call, please refer to the full earnings call transcript. Skillsoft Corp (NYSE:SKIL) delivered solid fourth-quarter and fiscal-year results, with revenue exceeding the high end of guidance and adjusted EBITDA at the upper end of the range. The company achieved a dollar retention rate (DRR) of 105% in the fourth quarter, bringing the last 12 months DRR to 100%, meeting expectations. Skillsoft Corp (NYSE:SKIL) is focusing on transforming its go-to-market strategy and product offerings, targeting the enterprise market segment for growth. The company has made significant progress in its transformation strategy, achieving $45 million in annualized expense reduction, with a portion reinvested into the business. Skillsoft Corp (NYSE:SKIL) is well-positioned in a large and growing market, estimated at over $400 billion, with differentiated offerings in global skills development and AI-powered learning experiences. Global Knowledge revenue declined by 13% year over year in the fourth quarter and 15% for the full year, indicating challenges in this business unit. Total revenue for the fourth quarter was down approximately 2.8% year over year, and full-year revenue was down 4%, reflecting ongoing revenue challenges. The company faces macroeconomic uncertainties, including potential impacts from evolving government policies, which could affect future performance. Despite improvements, the Global Knowledge business unit still faces margin challenges due to varying margins between tech partners and the mix of trainers used. Skillsoft Corp (NYSE:SKIL) is in the early stages of its transformation journey, with ongoing efforts needed to fully realize the benefits of its strategic initiatives. Q: Can you provide insights into how the recent tariff news is impacting Skillsoft's business, particularly in terms of customer reactions and market segments? A: Ronald Hovsepian, CEO, explained that as a federal contractor, Skillsoft is directly involved with the federal government and has not seen any material impact from the tariffs. Customers are reacting in three ways: some want to continue receiving materials, others are complying with regulations even if not directly affected, and some are adopting a wait-and-see approach. Skillsoft is well-prepared to handle these scenarios, but the overall uncertainty could affect decision-making over time. Q: How does the FY26 growth outlook account for potential impacts from the current uncertain environment? A: Richard Walker, CFO, stated that the FY26 outlook reflects the current business environment without assuming any significant impact from uncertainties. The company acknowledges the fluid situation and will adjust if necessary, but the current guidance is based on the business as it stands. Q: Why does the EBITDA guidance for FY26 not show significant margin expansion despite revenue growth? A: Richard Walker explained that while there is modest margin expansion, the focus is on reinvesting in growth. The company is prioritizing strategic investments to drive future growth rather than immediate margin expansion. The reinvestment is expected to yield better profitability in the latter half of FY26. Q: Can you elaborate on the progress and impact of the go-to-market transformation and large deal activity? A: Ronald Hovsepian highlighted that the company is seeing positive results from its go-to-market transformation, with significant large deal activity, including $22 million in total contract value from the top 10 deals in the Talent Development Solutions segment. The focus is on enhancing enterprise sales capabilities and leveraging subject matter expertise to drive growth. Q: What is the engagement level and potential monetization of the CAISY AI simulator among test customers? A: Ronald Hovsepian noted strong engagement from the 100 test customers, with many using the simulator for customer-facing revenue activities. About a third of these customers engaged Skillsoft's professional services, indicating high interest and potential for monetization through cross-sell and upsell opportunities. The company is working on packaging and pricing strategies for broader rollout. For the complete transcript of the earnings call, please refer to the full earnings call transcript. This article first appeared on GuruFocus.
