Awaken Intelligence

Score8 out of 10

2 Reviews and Ratings

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.

Categories & Use Cases

Conversation Intelligence

Media

1 / 6

Verified User

Employee in Customer Service (11-50 employees employees)

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

Monitoring the agent's call performance
Simplify the agent's delivery of KPI by guiding them
Empowering company-level compliance of client's expectations

Cons

Maybe working of multiple paths and agent can follow based on client specificities (cultural, language barrier, etc)

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