Get to know Awaken Intelligence
We live and breathe contact centre excellence
At Awaken Intelligence we’re pioneers of innovative and flexible software to help you see the complete picture for your contact centre.
With our leadership team’s contact centre experience spanning decades, we know the challenges you face, and we understand that every business has different pressure points at different times.
We’ve taken our direct experience in contact centre leadership working with rigid and expensive software that didn’t perform as needed and developed technology that can be deployed as individual modules or as a complete platform. Our software is cost-effective and will seamlessly integrate with your legacy systems without any disruptions to your agent or customer experience.
With Awaken, you’ll get a platform that is flexible, that adapts with you as your call centre evolves and unleashes the power to:
- Listen with voice analytics, speech analytics, language transcription and translation
- Understand the complete picture with actionable insights
- Guide your team with dynamic call scripting and intelligent agent guidance
When you’re awakened to the whole picture for your contact centre, you’ll get clarity on the next steps for driving up performance, increasing consistency, reducing agent turnover and delivering exceptional levels of customer service.
WHAT IT'S LIKE TO WORK WITH US
Our values are the FABRIC of our whole business, it’s in our company DNA. With every contact you have with us, no matter who you speak to, you’ll always see our values in action.
We love what we do and are passionate about delivering real value to contact centres. Our customers love working with us although they sometimes eye roll at our terrible jokes…
We embrace change and continuously innovate our solutions. Our customers know that we are always adapting to deliver pioneering solutions to help them.
We take responsibility and own what needs to be done. Our customers know that we are action takers and always work proactively.
We are team-oriented, and we believe our business is all about people. Our customers value us as an extension of their own team because they know we take their success personally.
At Our Helm
Chris Robinson Director and Executive Chairman
Founder of Awaken Intelligence, 2019
Chris has been a highly respected pioneer in the customer communications industry for over 20 years. He has been instrumental in developing solutions that blend the very best in contact centre processes, unified communications and cloud computing technologies into a powerful outsourced business. Chris prides himself on delivering exceptional experiences, not only for his clients and customers; but for his employees too.
Simon Black Chief Executive Officer
Founder of Awaken Intelligence, 2019
Simon is an established senior executive with over 20 years’ experience in the software industry and a track record of driving rapid sales growth and developing a strong team culture to achieve success. With a passion for delivering value and excellent service to customers, Simon believes that technology should help humanise customer service, whilst increasing operational efficiencies and tangible business results.
Kelly Brett Executive Assistant & Head of HR
Joined the team in 2019
Kelly is our incredibly talented executive assistant who leads the day-to-day running of our office and supports our leadership team. With expertise in payroll and finance, Kelly is crucial to the smooth running of our business. As a qualified HR professional and with 15 years' experience in contact centres, Kelly is our go-to person for all people related matters so that Awaken Intelligence continues to be a great place to work.
Neil Titcomb Head of Global Sales
Joined the team in 2023
Neil has more than 25 years experience in leading CCaaS organisations and building high performing sales teams. He has successfully enabled multiple technology companies to drive category creation, enter new markets, and to differentiate their proposition. Neil is fascinated by human interactions and will use his knowledge and experience to guide Awaken's global sales team.
Andy Hemingway Head of Innovation
Joined the team in 2003
Andy is an experienced technical professional. He has a strong background overseeing development teams and introducing end to end software release cycles for bespoke enterprise contact centre software platforms. Andy has over 15 years’ experience in delivering dynamic solutions, leveraging the abilities of proprietary software to work alongside incumbent systems.
Chris Brown Head of Development
Joined the team in 2011
Chris has an impressive background in full-stack development and software architecture with 10+ years’ experience. Chris leads our development team who create innovative new products, refine existing platforms, direct the lifecycle of the software and incorporate the latest cutting-edge technologies. Chris leads his team with the mantra of always exemplifying technical excellence in everything they do.
Wil Sokanovic Head of Customer Success
Joined the team in 2015
Wil is passionate about delivering dynamic solutions and exceptional customer journeys and has over 15 years’ experience in the contact centre industry. Combining his background in senior operational positions with in-depth technical experience means Wil is able to intuitively pick up on the needs and wants of customers. He uses this understanding to deliver solutions that cater for both operational and technical requirements.
Paul Cuttriss Head of Infrastructure and Information Security
Joined the team in 2020
Paul’s background as a chartered engineer has given him in-depth, first-hand knowledge of the challenges involved in the design, implementation and operational management of scalable architectures for complex environments. He is fascinated by the intersection of technology, processes and people and has extensive experience in building and managing high performance engineering teams across the globe.
Greg Taylor Head of Marketing
Joined the team in 2021
A seasoned marketing leader whose career has spanned roles in Brand, Advertising and Marketing Strategy across a range of consumer and commercial enterprise organisations. Greg has spent the last five years assisting small and medium sized technology businesses. Guiding them in showcasing their value more effectively and helping them realise their potential.
Why Choose Awaken
Designed by contact centre experts
The Awaken Intelligence leadership team has over 35 years experience of in owning and operating outsourced contact centres and providing software and outsourcing solutions. The team has been involved in start-ups, acquisitions, mergers, listings on AIM and exits to Trade and Private Equity (PE). You can trust that our solutions are designed by contact centre people for contact centre people.
Our technologies can be deployed into your contact centre as individual modules or as a complete solution. This modular approach means we can alleviate many different pressure points within a business, as well as delivering the flexibility that contact centres need in their software.
Our platforms have been designed using the latest modern technologies, with the key aim of enabling simple integrations with your legacy systems. This provides a “work with” rather than a “rip and replace” approach. The platforms can also run as stand-alone units or by tight integration using Application Program Interfaces (APIs).
Pay as you use pricing
To offer the ultimate flexibility, our modules are charged using a pay per use model. We only charge according to the number of people logged on, not by number of total users. We are so confident in our product that we also offer the ultimate flexibility with monthly rolling contracts.
Easy to do business with
We’re really proud that all of our customers give us the feedback that we’re really easy to do business with. Our experience of working within a contact centre means we’re uniquely positioned to understand your challenge, what you need and when you need it. We want all our customers to consider us an extended and valued part of their team.
Ready to start building the
contact centre of the future?
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We'll build a bespoke solution to meet your unique challenges - backed by 30+ years of contact centre experience.