Products | Awaken

Conversational analytics in 30+ languages

Analyse every interaction to understand the true voice of your customers - even if you don't speak their language at first.

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Powerful AI for your contact centre, without the hassle

Increase performance and reduce contact centre staff churn through conversational analytics

"Awaken has allowed Merlin Entertainments to grow its pre booked sales globally within our contact centre environments, exceeding all expectations whilst meeting our customer needs."

Steve Messenbird, Global Contact Centre Director

Real-time voice to voice translation & Transcription

Serving international clients can be easy with real-time voice to voice translation - even if all your staff speaks only one language.

"Very impressive, fast and accurate."

David Ross, Head of Video

Full control over agent - customer interactions

No matter which agent handles the call, the call experience will be always consistent thanks to Awaken Scripting

"It was paramount to Aquarius to find a solution that was affordable, reliable and technically advanced to suit all our needs."

Roddy Forfar, Managing Director

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

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.

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.

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.

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.

Big brands are powered by Awaken

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