Guide your agents to the next-best-action with Awaken and Genesys

Intelligent contact centre solutions that will improve your customer experience

Awaken-in-partnership-with-Genesys (1)

Awaken X Genesys = Unrivalled Contact Centre Performance

Awaken Intelligence is a pioneer of innovative, flexible solutions that help organisations see the complete picture of their contact centre. As close partners of Genesys for more than 16 years, we deliver cost-effective, highly scalable & resilient agent guidance solutions that predict the next best action and reduce time wasted on calls.


Intelligent Agent

Intelligent Agent from Awaken is a web-based application that guides agents through their often complex customer conversations.

Intelligent Agent delivers advanced scripting, multilingual translation support and offers agents the ‘Next Best Action’ all on a single unified desktop.

Key Features

API Automation

Logs into multiple applications using APIs to pull and push customer data from the correct place and write back to any relevant systems, ensuring accuracy, saving time and reducing training

Unified Agent Desktop

Single view of relevant information, removes the need for agents to log in or navigate into multiple applications during the customer interaction

Intelligent Agent Scripting

Guides the agent to provide the right information at the right time, seamlessly linking with multiple back-office applications and databases, providing only what is relevant onto the agent’s screen

Intelligent Agent NBA (Next Best Action)

Suggests “what to do next” – Dynamically guides the agent based on what the customer is asking for, and suggests the next best action to drive one contact resolution and improve the customer experience

Multilingual Agent Guidance

Real time digital agent guidance in 38 languages

Reporting and Dashboard – Business insights, digital improvement insights and compliance alerts

Are you ready to explore a partnership with Awaken?

Our friendly partnership team would love to talk to you about how we can work together, get you set up as an Awaken partner and deliver our combined innovative solutions to the industry.