
GITNUXSOFTWARE ADVICE
Education LearningTop 10 Best Call Center Simulation Training Software of 2026
Top 10 call center simulation training software picks. Ranking compares Dixa, LiveAgent, Zendesk, plus EasyGenerator, BranchTrack, Zenarate.
How we ranked these tools
Core product claims cross-referenced against official documentation, changelogs, and independent technical reviews.
Analyzed video reviews and hundreds of written evaluations to capture real-world user experiences with each tool.
AI persona simulations modeled how different user types would experience each tool across common use cases and workflows.
Final rankings reviewed and approved by our editorial team with authority to override AI-generated scores based on domain expertise.
Score: Features 40% · Ease 30% · Value 30%
Gitnux may earn a commission through links on this page — this does not influence rankings. Editorial policy
EasyGenerator is the best fit when your training teams need rubric-scored, branching call center simulations delivered through an LMS workflow, whereas Zenarate is the better alternative if you prioritize repeatable voice-based customer conversations with scoring across cohorts.
Editor’s top 3 picks
Three quick recommendations before you dive into the full comparison below — each one leads on a different dimension.
EasyGenerator
Rubric-based competency scoring tied to scenario outcomes, enabling consistent evaluation across simulation replay sessions.
Built for fits when training teams need rubric-scored branching simulations delivered through an LMS workflow..
BranchTrack
Editor pickRubric-tied branching scoring connects simulated conversation decisions to competency-based results.
Built for fits when QA leads need measurable branching role-play and rubric scoring for frequent coaching cycles..
Zenarate
Editor pickInstructor-driven branching scenario authoring with rubric-aligned evaluation capture for repeatable assessment sessions.
Built for fits when training teams need repeatable voice simulations with rubric-based scoring across cohorts..
Related reading
Comparison Table
EasyGenerator
SMBCloud authoring tool for creating scenario-based e-learning modules including call center simulations.
Rubric-based competency scoring tied to scenario outcomes, enabling consistent evaluation across simulation replay sessions.
EasyGenerator is built for structured simulation replay, where each attempt can be evaluated against predefined rubric criteria and competency targets. The authoring workflow focuses on branching conversation scenarios and persona-driven dialog so trainers can standardize difficult-customer practice. The governance model favors template and content reuse for teams that need consistent scenarios across multiple cohorts and channels.
A practical tradeoff is that deeper call center omnichannel coverage and contact-center-native integrations depend on external learning and support systems rather than built-in contact-center simulation. EasyGenerator fits best when simulations are used for training and assessment inside an LMS-led program, including coaching cycles that require consistent scoring outputs.
- +Scenario authoring with branching logic and reusable personas for consistent coaching
- +Rubric-based competency scoring supports repeatable evaluations across cohorts
- +Simulation replay helps trainers review learner decisions during debriefs
- +LMS-focused packaging and learning tracking formats support training program delivery
- –Omnichannel and agent-desktop simulation depth may require external tooling
- –Advanced automation and API-driven personalization needs engineering work
Contact center training leads
Difficult-customer coaching with consistent rubrics
Standardized coaching across cohorts
QA and assurance teams
Assessment of objection handling scripts
Repeatable QA evaluation signals
Show 2 more scenarios
L&D operations teams
Self-paced simulation modules inside LMS
Centralized learning program tracking
Package simulations for learning delivery and capture attempt results for training reporting.
Instructors and facilitators
Instructor-led debrief with replay
Targeted de-escalation feedback
Replay learner sessions and reference rubric outcomes during structured feedback sessions.
Best for: Fits when training teams need rubric-scored branching simulations delivered through an LMS workflow.
More related reading
BranchTrack
SMBBrowser-based branching scenario builder for creating text and media simulation training for agents.
Rubric-tied branching scoring connects simulated conversation decisions to competency-based results.
BranchTrack fits teams that run frequent voice-based role-play and need consistent scoring across cohorts. Scenario creation supports branching conversation paths so evaluators can test objection handling and de-escalation practice within controlled variants. Performance reviews map agent actions to rubric-based expectations so coaching feedback stays tied to observed behaviors.
BranchTrack has a tradeoff for complex omnichannel training because the workflow is strongest when interactions can be modeled as scripted branches and scored actions. It fits best when a contact center can commit to scenario maintenance and periodic recalibration of scoring criteria for new campaigns.
- +Branching scenario design supports realistic objection and escalation paths.
- +Rubric-based scoring links coach feedback to specific agent behaviors.
- +Repeatable simulations support consistent training across cohorts.
- +Evaluator workflows reduce scoring variability between supervisors.
- –Omnichannel workflows are weaker than voice-first branching simulations.
- –High scenario count requires disciplined governance for rubric consistency.
Contact center QA leads
Score objection handling in simulations
Consistent coaching across teams
Training managers
Standardize role-play for cohorts
Aligned practice and evaluation
Show 1 more scenario
Operations supervisors
Calibrate scoring for new campaigns
Fewer scoring discrepancies
Scenario variants let supervisors test updated scripts and adjust rubric interpretation.
Best for: Fits when QA leads need measurable branching role-play and rubric scoring for frequent coaching cycles.
Zenarate
vertical specialistAI simulations train contact center agents through realistic customer conversations.
Instructor-driven branching scenario authoring with rubric-aligned evaluation capture for repeatable assessment sessions.
Zenarate is built for simulation training where instructors create branching conversation scenarios and run them for practice and assessment. The workflow supports structured evaluation artifacts tied to scoring rubrics, which helps QA teams compare performance across attempts. Voice-based role-play is supported as a primary training mode, with scenario-specific guidance for agents during playback and debrief.
A tradeoff is that scenario design requires front-loaded authoring effort to define branching logic and evaluation criteria. Zenarate fits best when a training team needs repeatable, role-specific assessments for multiple cohorts, such as onboarding and periodic re-certification, rather than ad hoc practice sessions.
- +Branching scenario authoring supports consistent practice runs
- +Rubric-based evaluation helps competency scoring during debrief
- +Voice role-play centers on call simulation training workflows
- +Instructor-led scenario management supports cohort-wide assessments
- –Scenario authoring requires careful upfront setup to avoid rework
- –Advanced automation may need workflow planning for training scale
- –Granular governance depends on training process discipline
Call center training teams
Onboard agents with branching scenarios
Repeatable onboarding assessment cycles
Contact center QA leads
Standardize coaching after difficult calls
More consistent QA outcomes
Show 1 more scenario
Workforce development managers
Re-certify agents with scenario variants
Lower variation in performance checks
Apply instructor-authored branching scenarios to multiple cohorts for competency reassessment.
Best for: Fits when training teams need repeatable voice simulations with rubric-based scoring across cohorts.
More related reading
Adobe Captivate
enterpriseE-learning authoring software with simulation capabilities for building call center training scenarios.
Variable-driven branching scenarios that adapt within a single self-paced simulation run.
Adobe Captivate is built for interactive eLearning simulation, with screen recording and authoring features that translate into agent desktop practice scenarios. It supports branching conversation flows and scenario variables for role-play style decision points, including guided feedback during practice.
Simulations can be packaged for LMS delivery with SCORM output, and Captivate’s review tooling supports instructor-led coaching workflows. For call center simulation training, it is most effective when the goal is consistent scenario playback and rubric-driven evaluation rather than live omnichannel runtime orchestration.
- +Branching scenario logic supports varied agent responses without custom code
- +Authoring workflow supports interactive elements layered on recorded actions
- +SCORM packaging supports repeatable LMS delivery and tracking
- +Scenario variables enable persona and state changes across attempts
- –Not designed for live contact center orchestration or real-time routing
- –Voice and speech interactions require extra workflow planning and assets
- –Multichannel scripting needs manual authoring for chat, email, and voice tracks
- –Instructor governance is mostly workbook-level rather than admin-led simulation control
Best for: Fits when teams need repeatable, self-paced agent desktop and script practice with branching scenarios.
Second Life
enterpriseVirtual world platform used by organizations to build custom call center simulation environments for agent training.
Regions plus in-world scripting allow custom, stateful role-play scenes for agent desktop simulation coaching.
Second Life is a 3D world where call center training can be built as role-play spaces with scripted interactions and monitored sessions. Core capabilities include avatar-based agent desktop simulation, scenario staging in regions, and instructor-led guidance using in-world tools.
Training can be tailored through custom objects, animations, and stateful scripts to model branching conversations and escalation paths. Integration depth depends on external systems since core simulation runs inside Second Life rather than inside a dedicated contact-center simulation engine.
- +3D avatar role-play supports visible behaviors and real-time coaching
- +Scenario logic can be implemented with in-world scripting and objects
- +Regions enable private training spaces and repeatable walkthroughs
- +Reusable training props can standardize agent desktop simulation scenes
- –Branching scenario design requires custom scripting and scenario engineering
- –Omnichannel contact simulations need external tooling rather than native channels
- –QA scorecards and rubric evaluation are not native workflow components
- –Admin governance across large cohorts needs careful user and role management
Best for: Fits when teams need visual, avatar-based role-play and can invest in custom scenario scripting.
Taleo Learn
enterpriseEnterprise learning management system with simulation and assessment modules for call center agent onboarding.
Simulation content is managed and delivered through Taleo Learn learning administration and evaluation workflows rather than as a standalone simulator.
Taleo Learn from Oracle is a call center simulation training option aimed at structured learning paths tied to contact-center roles.
It supports instructor-led and self-paced simulation content workflows inside an LMS context, which helps standardize practice and scoring across cohorts.
The core differentiator is how simulation assets fit into Taleo Learn’s learning delivery, including competency-style evaluation use cases for customer service performance.
It is best aligned to teams that want simulation scenarios governed through LMS administration rather than a standalone simulation runtime.
- +LMS-driven delivery for simulation sessions tied to role-based curricula
- +Instructor-led and self-paced simulation workflows in the same learning environment
- +Centralized administration for scheduling practice and tracking completion
- +Content organization supports repeatable practice across cohorts
- –Simulation runtime capabilities feel secondary to LMS learning delivery
- –Scenario authoring depth is limited compared with simulation-first vendors
- –Omnichannel practice coverage is narrower when compared to contact-simulation specialists
- –Integration automation depends on external content and workflow tooling
Best for: Fits when organizations standardize customer service practice through LMS governance and role-based learning paths.
More related reading
Articulate Storyline 360
SMBE-learning authoring tool for building branching scenario simulations for call center agent training.
Variable-driven branching plus xAPI reporting lets complex call-handling decisions map to measurable learning events.
Articulate Storyline 360 is distinct in call center simulation training because it uses an authoring workflow that publishes interactive scenarios with branching logic and graded outcomes. It supports voice-based role-play and chat-style interactions through interactive objects, timed events, and scenario navigation that can mirror agent decision points.
It also outputs SCORM packages and xAPI statements so contact-center learning content can be tracked inside an LMS or LRS. The main capability tradeoff is that it does not natively provide an integrated contact center simulator like a built-in IVR engine or omnichannel contact routing runtime.
- +Branching scenario authoring supports realistic objection handling paths
- +Publishes SCORM packages and can emit xAPI statements for tracking
- +Scenario timing and triggers enable guided role-play flows
- +In-editor variables and states help reuse content across modules
- –No native IVR simulator runtime for realistic call-control behavior
- –Omnichannel simulation needs external tooling or custom build-out
- –Advanced automation and data sync require additional integration work
- –Speech analytics and sentiment analysis are not part of the authoring engine
Best for: Fits when learning teams need repeatable, branching call handling simulations published to LMS or LRS.
CenarioVR
enterpriseVR and 360-degree video simulation authoring tool for creating interactive branching training scenarios.
Instructor-led scenario replay with coaching notes tied to a scored rubric per attempt.
CenarioVR delivers call center simulation training centered on voice-based role-play inside virtual scenarios. The tool focuses on branching conversations and repeated practice using instructor-defined customer situations, with recording and replay support for coaching.
Scenario building is geared toward realistic contact center behaviors such as objection handling and de-escalation practice. Training output is designed to feed soft-skills assessment workflows through rubrics and review sessions rather than only completion tracking.
- +Branching voice role-play keeps reps on scripted decision paths
- +Simulation replay supports instructor-led coaching after each attempt
- +Rubric-based evaluation supports structured soft-skills scoring
- +Scenario templates speed creation of difficult-customer practice
- –Automation depth for CRM sandbox integration is limited for complex workflows
- –Scenario authoring can require training before teams produce consistent outcomes
- –Omnichannel coverage is narrower than platforms built for email and chat
- –Speech analytics and sentiment analysis are not the primary scoring engine
Best for: Fits when contact centers need voice-based role-play practice with instructor coaching and rubric scoring.
More related reading
Elucidat
enterpriseCloud-based e-learning authoring platform for creating branching simulation scenarios for agent training.
Scenario authoring that supports branching decision paths with embedded feedback checkpoints for role-play evaluation.
Elucidat creates call center simulation training scenarios with authoring that generates interactive learner experiences. It supports branching dialogue design for voice-based role-play, chat role-play, and email response simulation with instructor-style feedback points.
The workspace is built for repeatable scenario updates through reusable assets and controlled publishing of learning experiences. Administration centers on user roles, scenario ownership, and audit trails for training content changes and assignment activity.
- +Branching conversation authoring with reusable scenario components
- +Structured feedback points for objection handling and de-escalation practice
- +Versioned scenario publishing for controlled updates to training content
- +Strong governance workflow for scenario ownership and edit history
- –More setup effort than ticketing-native simulation tools
- –Advanced interaction formats can require authoring discipline
- –Simulation review workflows rely on built-in tooling rather than QA analytics packs
- –External contact center integrations are less direct than CRM-first learning stacks
Best for: Fits when teams need repeatable branching simulations with controlled scenario publishing and role-based governance.
Attensi
enterpriseGamified digital simulations train customer-facing staff through interactive scenarios.
Simulation replay with competency scoring ties learner performance to instructor feedback on the same conversation run.
Attensi is a call center simulation training system focused on guided role-play and structured scenario delivery. It supports scenario branching and recorded playback for coaching sessions, with instructor-led and self-paced practice paths.
Attensi centers learners around realistic customer interactions and uses assessment artifacts to score performance against defined expectations. For teams comparing it to Dixa, LiveAgent, and Zendesk, its core differentiation is simulation-first training rather than ticketing or agent-assist workflows.
- +Scenario branching supports repeatable difficult-customer role-play training
- +Simulation replay enables instructor-led feedback with consistent references
- +Structured scoring aligns practice outcomes to competency criteria
- +Instructor workflow supports managed cohort training and evaluation
- –Requires scenario authoring discipline to keep branching scenarios maintainable
- –Omnichannel simulation depth is weaker than ticketing suite ecosystems
- –CRM sandbox and contact center platform integrations are limited in scope
- –Speech-focused analytics coverage is narrower than voice analytics platforms
Best for: Fits when contact centers need repeatable, scored role-play practice with coaching playback for QA consistency.
Conclusion
After evaluating 10 education learning, EasyGenerator stands out as our overall top pick — it scored highest across our combined criteria of features, ease of use, and value, which is why it sits at #1 in the rankings above.
Use the comparison table and detailed reviews above to validate the fit against your own requirements before committing to a tool.
How to Choose the Right call center simulation training software
A call center simulation training program turns customer interactions into repeatable practice runs that capture decisions, outcomes, and coaching notes. This buyer's guide covers EasyGenerator, BranchTrack, Zenarate, Adobe Captivate, Second Life, Taleo Learn, Articulate Storyline 360, CenarioVR, Elucidat, and Attensi.
The top candidates differ most in how they handle rubric-based competency scoring, scenario branching logic, and simulation replay for instructor-led debriefs. EasyGenerator leads with rubric-based competency scoring tied to scenario outcomes, while BranchTrack and Zenarate connect branching role-play choices to measurable competency results.
Call center simulation training software for rubric-scored branching role-play and simulation replay
Call center simulation training software is built to run interactive contact practice that follows branching conversation scenarios across agent decisions, then records what happened for evaluation and coaching. EasyGenerator and BranchTrack link branching decisions to rubric-tied competency results, so debriefs can reference the exact choice paths that led to outcomes.
Some platforms focus on self-paced simulation packaging and learning delivery instead of contact-center runtime depth. Taleo Learn manages simulation content through learning administration and evaluation workflows, while Adobe Captivate uses variable-driven branching to adapt scripts inside a self-paced run.
Rubric scoring, simulation replay, and branching control across scenarios
Rubric-based competency scoring matters when training teams need evaluations that stay consistent across simulation replay sessions. EasyGenerator ties rubric-based competency scoring to scenario outcomes, and BranchTrack connects branching decisions to competency-based results so debriefs can trace cause to effect.
Branching scenario logic matters when call center practice must reflect decision trees instead of linear scripts. Zenarate, Adobe Captivate, and Articulate Storyline 360 all support variable or branching logic, but their practical strengths differ in instructor-led authoring versus variable-driven self-paced adaptation.
Rubric-tied competency scoring linked to scenario outcomes
EasyGenerator uses rubric-based competency scoring tied to scenario outcomes so replay sessions stay evaluable. BranchTrack uses rubric-tied branching scoring that maps simulated conversation decisions to competency-based results.
Branching scenario authoring that stays consistent across cohorts
Zenarate supports instructor-driven branching scenario authoring with rubric-aligned evaluation capture for repeatable assessment sessions. Elucidat supports branching scenario authoring with embedded feedback checkpoints so objection handling and de-escalation practice stays structured.
Simulation replay for instructor coaching with attempt-level references
CenarioVR provides instructor-led scenario replay with coaching notes tied to a scored rubric per attempt. Attensi adds simulation replay where competency scoring ties learner performance to instructor feedback on the same conversation run.
Self-paced branching inside an interactive run
Adobe Captivate uses variable-driven branching that adapts within a single self-paced simulation run. Articulate Storyline 360 uses variable-driven branching and publishes SCORM packages and xAPI statements so branching call handling maps to measurable learning events.
Learning administration delivery for simulation sessions and role-based paths
Taleo Learn manages simulation content through Taleo Learn learning administration and evaluation workflows rather than as a standalone simulator. This LMS-centered structure supports instructor-led and self-paced simulation workflows inside a learning environment.
Extensible scenario logic for custom, stateful role-play scenes
Second Life provides regions plus in-world scripting for custom, stateful role-play scenes used for agent desktop simulation coaching. This approach supports visible avatar role-play, but complex branching requires scenario engineering rather than just authoring forms.
Choose by workflow fit: rubric governance, replay coaching, or simulation runtime depth
Selection should start with how evaluations must be produced and reused across time, because rubric consistency drives the rest of the workflow. EasyGenerator and BranchTrack both center on rubric-based scoring, but EasyGenerator is optimized for tying evaluations to scenario outcomes across replay sessions while BranchTrack ties coach feedback to specific branching behaviors.
The second decision should focus on who authors and who coaches, because instructor-led replay changes what automation and governance are needed. Zenarate and CenarioVR support instructor-driven practices, while Adobe Captivate and Articulate Storyline 360 support self-paced branching runs and learning event tracking through SCORM packages and xAPI statements.
Pick the scoring attachment point that matches evaluation ownership
Select EasyGenerator when rubric-based competency scoring must be tied to scenario outcomes so evaluations can stay consistent across replay sessions. Select BranchTrack when branching decisions must link directly to rubric-tied competency results so QA coaching references agent choices.
Choose instructor-led replay versus self-paced branching for the main training loop
Choose CenarioVR when instructor coaching notes must attach to each attempt through simulation replay and a scored rubric. Choose Adobe Captivate when self-paced simulations must adapt within one run using variable-driven branching.
Confirm how branching scenarios are authored and reused across cohorts
Choose Zenarate when instructor-driven branching scenario authoring and rubric-aligned evaluation capture must support repeatable assessment sessions. Choose Elucidat when reusable scenario components and structured feedback checkpoints must guide objection handling and de-escalation practice.
Validate learning delivery requirements if an LMS already owns the workflow
Choose Taleo Learn when simulation content must be delivered through learning administration and role-based learning paths inside the same learning environment. Choose Articulate Storyline 360 when branching simulations must publish SCORM packages and emit xAPI statements for learning event tracking.
Assess whether scenario runtime needs custom stateful scenes
Choose Second Life when the training experience must be avatar-based with visible behaviors and stateful role-play scenes implemented through in-world scripting. Avoid treating it as an omnichannel simulator replacement because omnichannel contact simulations require external tooling rather than native channels.
Plan for governance if scenario authoring volume will scale quickly
Choose BranchTrack with governance discipline when scenario count will be high because rubric consistency needs structured maintenance. Choose Zenarate with upfront scenario setup discipline because instructor-driven branching scenario authoring requires careful upfront setup to avoid rework.
Who call center simulation training teams should match these tools to
Training teams and QA leaders should match tools based on how evaluations must be produced during simulation replay or self-paced runs. Rubric-tied branching scoring fits teams that run frequent coaching cycles and need repeatable outcomes across cohorts.
Tool choice also changes with delivery ownership. LMS-led organizations should prioritize Taleo Learn, while teams running instructor-led simulations should prioritize CenarioVR or Attensi for attempt-level replay coaching.
QA leads running frequent coaching cycles with measurable branching outcomes
BranchTrack links coach feedback to rubric-tied branching behaviors, which supports measurable objection and escalation coaching loops.
Training managers standardizing multi-cohort assessments across instructor sessions
Zenarate supports instructor-driven branching scenario authoring with rubric-aligned evaluation capture so assessment sessions can be repeated with consistent scoring.
Contact centers that run instructor-led role-play and need attempt-level feedback playback
CenarioVR ties coaching notes to a scored rubric per attempt through simulation replay, and Attensi ties competency scoring to instructor feedback on the same conversation run.
Learning teams publishing branching practice to LMS or LRS tracking pipelines
Articulate Storyline 360 publishes SCORM packages and can emit xAPI statements, while Adobe Captivate delivers self-paced variable-driven branching runs.
Organizations using LMS governance as the system of record for simulation delivery
Taleo Learn manages simulation content through Taleo Learn learning administration and evaluation workflows tied to role-based curricula.
Common selection mistakes that break call center simulation training goals
Teams often buy for scenario authoring alone and then discover the missing workflow fit during coaching or replay. Other teams start with omnichannel expectations even when the simulator runtime is limited to specific practice types.
The most frequent failures show up as weak runtime orchestration, insufficient evaluation wiring, or scenario governance problems once scenario volume grows.
Assuming omnichannel simulation depth is built in when the simulator is focused on one practice channel.
Second Life can deliver custom avatar-based role-play through in-world scripting, but omnichannel contact simulations need external tooling rather than native channels.
Overlooking runtime and interaction requirements for voice-based practice.
Articulate Storyline 360 can track branching decisions with xAPI reporting, but it has no native IVR simulator runtime for realistic call-control behavior.
Treating self-paced branching tools as replacements for instructor-led simulation replay coaching.
Adobe Captivate supports variable-driven branching inside a self-paced simulation run, but CenarioVR and Attensi provide simulation replay designed for instructor coaching after each attempt.
Underestimating scenario governance work when scaling to many rubric-scored scenarios.
BranchTrack can require disciplined governance for rubric consistency when scenario count grows, and Zenarate scenario authoring needs careful upfront setup to avoid rework.
How We Selected and Ranked These Tools
We evaluated EasyGenerator, BranchTrack, Zenarate, Adobe Captivate, Second Life, Taleo Learn, Articulate Storyline 360, CenarioVR, Elucidat, and Attensi using features at 40% weight, ease at 30% weight, and value at 30% weight. We scored rubric-based competency scoring and its linkage to scenario outcomes higher because it supports repeatable evaluations across simulation replay sessions.
We treated branching scenario authoring and replay coaching attachment as core capabilities because these define how debriefs reference exact decision paths. We ranked EasyGenerator highest because rubric-based competency scoring tied to scenario outcomes and repeatable evaluation capture across replay sessions align tightly with the category’s highest-impact workflow.
Frequently Asked Questions About call center simulation training software
How do EasyGenerator, BranchTrack, and Attensi handle rubric scoring across repeated simulation replay sessions?
Which tool fits teams that need call flow simulation delivered from an LMS workflow with tracked learning events?
When does Elucidat’s audit trail and role-based governance matter for simulation authoring and assignment updates?
How do Dixa, LiveAgent, and Zendesk compare with simulation-first tools like CenarioVR and BranchTrack in an evaluation workflow?
What breaks if a training program needs omnichannel contact simulation runtime, not just packaged branching scenarios?
How do Zenarate and CenarioVR differ for voice-based role-play when coaching must be captured per attempt?
Which integration and API approach works best when a training stack requires CRM sandbox interaction and automated learner data capture?
How do SSO and security controls typically affect admin access in Elucidat versus Taleo Learn?
Where does Second Life fall short compared with a dedicated call center simulation engine when training teams need repeatable assessment outputs?
Tools reviewed
Primary sources checked during evaluation.
Referenced in the comparison table and product reviews above.
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