Awaken Platform

Bringing together cross-channel inputs, integrating legacy data and making use of existing systems without replacement. The Awaken Platform provides one view of the customer’s behaviour at any given moment.

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Every moment of the journey
brought together in one view

Awaken Subscriptions

Basic Scripting

A browser-based scripting application with a drag and drop and fully configurable interface. Simple, quick yet powerful, Awaken scripting allows for the rapid development and deployment of scripts to give your agents everything they need so they can concentrate on delighting the customer, rather than on what to say or do next.

Dynamic Low-Code Scripting

By elevating Awaken Scripting to the next level our Dynamic Low-Code Scripting unlocks advanced functionality to facilitate the building of application-level scripts to support even your most complicated process without the need for a developer. Wizard-driven API and Database connections, as well as conditional and dynamic scripting across multiple pages, helps create a powerful application that brings unconnected peripheral applications and data sources into one place. Our own extensive API’s and Script Helper Functions add even more possibilities. With the staff on the CX front line happy and engaged, so too will your customers.

Analytics

Awaken Analytics comes complete with highly-customisable visualisations including interactive charts, gauges, scorecards and more. We provide you with the granular control over almost all visual design elements with pixel-perfect dashboards to help you gain valuable insight and drive faster decision making. You can deploy on all mobile platforms, without having to develop and maintain a dedicated solution for each, and without depending on a desktop application to analyse your data.

Insights

The Awaken Insights is a scalable cloud-based solution that realises the real value of data and analytics by enabling their ability to deliver rich, and actionable insight, to drive change and positively influence decisions. Giving customers the ability to push data in real-time or batches, from varied sources, databases, telephony stats and workforce management, data can be visualised using Awaken Analytics. Tagging data, such as call recordings and associated AI-driven transcriptions with security and data governance policies help provide regulatory peace of mind and enhanced quality assurance.

Artificial Intelligence & Machine Learning

Awaken Artificial intelligence (AI) and Machine Learning (ML) builds intelligent logic into the data within the system. We are able to apply our predictive analytics to large amounts of historical data, allowing us to anticipate the future behaviours of your customers. These intelligent insights enable us to deliver proactive customer service while the ML enables the system to learn from historical data and determine decisions that our AI can leverage.

Voice Analytics

Behavioural and Emotional Analytics Tool – an outcome-based voice analytics platform. This helps our client understand what their customers are really thinking and feeling.

Reduced regulatory risk, lowered operational costs and consistently improved customer service through analysis of interactions based on a range of language and behavioural indicators.

Voice and Text Translation

Translation as a Service works across 38 different languages to provide real time conversational translation capabilities enabling customer communication in their preferred language and bi-directional voice and text translation to programmatically analyse all customer communications.

Customer Experience Interface

Our Customer Experience Platform helps create, measure and manage cross-channel intelligence which derives actionable insight to shape your customer experience strategy.

We provide visibility into the collection of processes your company uses to track, oversee and organise every interaction from your customers - throughout the lifecycle of the organisation.

How it works

Integrates everything

An omni-channel platform that works seamlessly with existing technologies to unite cross-channel data and interaction history.

Intuitively informs all

A simple, easy to use interface accessible to all teams that captures all customer intelligence, across each touch point in one single view.

Inspires action

Contextually relevant insights that empower teams to deliver highly personalised experiences.

Constantly Improves

AI technologies that recognise trends in behaviour, voice & data and allow teams to dynamically evolve the experience by anticipating changing needs over time.

How it helps your role

CEO:
Illuminates opportunities
for growth

Strategic planning made easier by providing a holistic view of your business, with the ability to drill down into the finer detail where necessary. A solution that has company-wide benefit, demonstrable ROI and the ability to analyse your customer's voice and use behavioural analysis to better understand their propensity to purchase or to leave. This provides the ability to improve your top line or understand the risks to your bottom line making forecasting easier.

CFO:
Improve the bottom line by increasing top line revenues

Being able to see the truth of your data exposes even the smallest inefficiencies, drive bottom line growth through process improvement. Tools that standardise these processes and improve the agent quality of life can help reduce resource requirements, improve retention, and positively impact the investment of onboarding new hires by reducing training times. Our solutions also drive an improved customer experience, so your top line will also feel the benefit.

CIO:
Integrated systems via unified desktop

Simple to implement technology solutions that help streamline operations to maximise strategic benefit as well as customer experience. Awaken products provide tangible improvements to compliance, reduces complaints and increase quality assurance.

COO:
Takes the pain away
from compliance

Our suite of solutions gives you the tools that a COO needs to secure the functionality of the business and drive extensive and sustainable growth. Providing new insight into the efficiency of operations, and applications that lead employees to maximum performance and dedication to your customers. Adding a 360 view of your customers, compliance by exception and quality evaluation on every transaction takes away the pain without adding headcount.

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