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Awaken Intelligence

Awaken Intelligence

Overview

What is Awaken Intelligence?

Awaken Intelligence offer software to help the user see the complete picture for a contact centre. Its voice analytics, speech analytics, actionable insights, dynamic call scripting and agent guidance products are presented as flexible, easy to work with and adaptable as a…

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Learn from top reviewers

Simplify delivery of agent's calls by real-time guidance and follow-ups

Rating: 9 out of 10
December 9, 2022
IncentivizedVetted ReviewVerified User
Our e-learning product relies heavily on telephone student advisor services and this includes a substantial amount of details to help the user enjoy our product fully and acco...
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Verified user
Employee
Awaken Intelligence1 year of experience
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Pricing

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Awaken Intelligence

Awaken Intelligence

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What is Awaken Intelligence?

Awaken Intelligence offer software to help the user see the complete picture for a contact centre. Its voice analytics, speech analytics, actionable insights, dynamic call scripting and agent guidance products are presented as flexible, easy to work with and adaptable as a call centre evolves…

Entry-level set up fee?

  • Setup fee optional
For the latest information on pricing, visithttps://www.awaken.io/contact#contact_s…

Offerings

  • Free Trial
  • Free/Freemium Version
  • Premium Consulting/Integration Services

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Product Details

What is Awaken Intelligence?

Awaken Intelligence offer software to help the user see the complete picture for a contact centre. Its voice analytics, speech analytics, actionable insights, dynamic call scripting and agent guidance products are presented as flexible, easy to work with and adaptable as a call centre evolves and grows. The Awaken Intelligence team boast over 35 years combined experience operating outsourced contact centres and providing software solutions, meaning their products are designed by contact centre people for contact centre people.

Awaken Conversations

Awaken Conversations combines both voice analytics and speech analytics to enable contact centres around the world to perform deep analysis of calls between their agents and customers. Awaken Conversations helps the user understand the context behind customer call metrics, to reduce unnecessary calls, monitor compliance and manage quality assurance. This is to increase the opportunity to make a great impression on customers on every call.

Awaken Conversations is available without an up-front commitment. A free trial is customised to the size of the contact centre, analysing agents’ calls and providing actionable information based on the user's own data.

Awaken Intelligence Features

Awaken Intelligence Screenshots

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Awaken Intelligence Integrations

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Awaken Intelligence Technical Details

Deployment TypesSoftware as a Service (SaaS), Cloud, or Web-Based
Operating SystemsUnspecified
Mobile ApplicationNo
Supported CountriesGlobally
Supported LanguagesGerman, English, French, Italian, Spanish

Awaken Intelligence Customer Size Distribution

Consumers0%
Small Businesses (1-50 employees)25%
Mid-Size Companies (51-500 employees)50%
Enterprises (more than 500 employees)25%
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Comparisons

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Reviews and Ratings

(2)

Reviews

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Simplify delivery of agent's calls by real-time guidance and follow-ups

Rating: 9 out of 10
Incentivized
December 09, 2022
Verified User
Vetted Review
Verified User
Awaken Intelligence
1 year of experience
Use Cases and Deployment Scope
Our e-learning product relies heavily on telephone student advisor services and this includes a substantial amount of details to help the user enjoy our product fully and according to client expectations. Systems like Awaken Intelligence offer the opportunity to simplify the rehearsal/training of these calls across our community of diverse (geographically and culturally) agents. It helps in the monitoring of quality of such calls and it helps in the flow of work of the agents themselves
Pros and Cons
  • Monitoring the agent's call performance
  • Simplify the agent's delivery of KPI by guiding them
  • Empowering company-level compliance of client's expectations
Likelihood to Recommend
With a diverse or complex use of calls to guide or promote our product to end user, the need to share best practices / promote them, and to guide the agent towards the conversation (stress-free) is important. That's where Awaken Intelligence can help most. Cost-effectiveness of this solution may come into question with businesses that outsource or simplify too much their customer center roles
Most Important Features
  • Guide agents in the role of delivering the details needed (from the point of view of the business) with the right level of empathy expected (and making it easier for the agent)
  • Help the training of agents to be done faster/more hands on
Return on Investment
  • Increasing the desire of agents to deliver the conversation is a soft return on investment
  • Improving the way of delivering information/steps by the agent by proactively offering guidance is another one
  • Helping managers to have a more cohesive product delivery across their agents
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