TrustRadius Insights
Awaken Scripting is a versatile tool for businesses looking to streamline their processes and increase efficiency. Its user-friendly …
Overview
What is Awaken Scripting?
Awaken Intelligence offer software to help show users the complete picture of contact centre. Their 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…
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What is Awaken Scripting?
Awaken Intelligence offer software to help show users the complete picture of contact centre. Their 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…
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Product Details
- About
- Competitors
- Tech Details
What is Awaken Scripting?
Awaken Intelligence offer software to help show users the complete picture of contact centre. Their 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 boasts over 35 years combined experience operating outsourced contact centres and providing software solutions, meaning products are designed by contact centre people for contact centre people.
Awaken Scripting
Awaken Scripting provides dynamic call scripting and intelligent agent guidance to manage and influence the customer journey. This contact centre software supports each agent by providing them with the right information at the right time. Awaken Scripting links multiple systems together meaning agents can handle all their interactions in one unified, customisable desktop, reducing call lengths. It is designed to help agents build a relationship with customers while offering an exceptional service, raising the overall quality and consistency of their teams.
Awaken Scripting Competitors
- Zingtree
- Easy Script
Awaken Scripting Technical Details
| Deployment Types | On-premise, Software as a Service (SaaS), Cloud, or Web-Based |
|---|---|
| Operating Systems | Windows, Linux, Mac |
| Mobile Application | No |
| Supported Countries | Globally |
| Supported Languages | Globally |
Awaken Scripting Customer Size Distribution
| Consumers | 0% |
|---|---|
| Small Businesses (1-50 employees) | 25% |
| Mid-Size Companies (51-500 employees) | 50% |
| Enterprises (more than 500 employees) | 25% |
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Reviews
Community Insights
TrustRadius Insights are summaries of user sentiment data from TrustRadius reviews and, when necessary, 3rd-party data sources. Have feedback on this content? Let us know!
- Business Problems Solved
- Pros
- Cons
Awaken Scripting is a versatile tool for businesses looking to streamline their processes and increase efficiency. Its user-friendly interface has helped reduce training time, minimize errors, and improve employee productivity. Over 20,000 users across multiple suppliers have successfully used the product for outbound calling with the same call lists—this has resulted in unprecedented efficiency and rapid script changes.
According to user experiences, the inbound script provided by Awaken Scripting has greatly facilitated onboarding new recruits. The product’s advanced capabilities have met the requirements of complex customers in niche businesses, resulting in increased accuracy and ease-of-use. Furthermore, Awaken Scripting has been utilized as a major component in building a Common Operating Experience for a blended public safety and traditional contact center serving various services. The system allows for all agent data points to be viewed in one functional interface, providing businesses with a comprehensive view of their operations. Ultimately, Awaken Scripting has solved myriad business problems faced by companies looking to streamline their operations and boost efficiency.
Helpful Support Team: Users have found the Awaken support team to be highly knowledgeable and responsive, providing extensive assistance with complex flows and additional customization. Many reviewers have appreciated this feature.
User-Friendly Interface: The interface of the Awaken Scripting system is very easy-to-use, making it simple to manage internally once set up. Reviewers have found the speed and ease of agent scripting set-up and updates helped them save time and resources. Several users have praised this aspect.
Multiple Database Integration: Users appreciate that the Awaken Scripting system can connect with multiple databases and web services, making it easier to integrate external data sources into their scripts. They also like how ACD integration allows for a more informed agent guidance system. Many customers have mentioned these benefits in their reviews.
Limited Customization Options: Some users have expressed a desire for more control over the look and feel of Awaken Scripting to match their existing systems. They wish that there were more options available to customize the software as per their specific requirements.
Poor Call Controls with Cloud Provider: Several users have reported problems with call controls in conjunction with their cloud provider. They believe that Awaken Scripting could benefit from tighter integration and better functionality when making calls through third-party providers.
No Built-in Outbound Functionality: Users have mentioned a lack of built-in outbound functionality within Awaken Scripting, which they find inconvenient. This means that they have to use separate tools or services for tasks such as sending messages or initiating calls.