Simplify delivery of agent's calls by real-time guidance and follow-ups
December 09, 2022

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

Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with Awaken Intelligence

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
  • Monitoring the agent's call performance
  • Simplify the agent's delivery of KPI by guiding them
  • Empowering company-level compliance of client's expectations
  • Maybe working of multiple paths and agent can follow based on client specificities (cultural, language barrier, etc)
  • 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
  • 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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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