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

An intuitive unified agent desktop (UAD) and advanced call scripting embedded directly in the core of the Odigo platform


Awaken X Odigo = Intelligent Agent Guidance

Awaken Intelligence is a pioneer of innovative, flexible solutions that help organisations see the complete picture of their contact centre. As close partners of Odigo, 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 using Odigo through their often complex customer conversations.

Intelligent Agent enhances Odigo’s technology with advanced scripting & workflows, multilingual translation support and offers agents the ‘Next Best Action’ all on a single unified desktop.

Odigo – more than CCaaS solutions

Odigo provides Contact Centre as a Service (CCaaS) solutions that facilitate communication between large organisations and individuals using a global omnichannel management platform. With its innovative approach based on empathy and technology,

Odigo enables brands to connect through the crucial human element of interaction, while also taking full advantage of the potential of digital. A pioneer in the customer experience (CX) market, the company caters to the needs of more than 250 large enterprise clients in over 100 countries.

Key Benefits

Reduce wasted time when interacting with customers

Improve CX with better first call resolution rates

Truly understand staff wellbeing and support agent retention

Scale contact centre operations rapidly

Radically improve agent onboarding timeframes

Engage customers in their chosen language

Visit us on the Odigo Connect Marketplace

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.