Auto QA
Automate your QA processes
across 100% of interactions
Call centre quality management software to help you consistently monitor 100% of calls. Uncover training opportunities and improve compliance.
Trusted by over 850 brands across 40 countries
Ditch the spreadsheets, isolated data sources & tedious admin
It’s impossible to review all interactions manually...
The manual approach is neither efficient or effective. Think of all those hours spent listening to calls, reading transcripts, and scoring agents in spreadsheets. Unfortunately, a lot of valuable context gets missed. And can result in agent churn, compliance issues and loss of revenue. But there’s a better way...
Auto-QA helps you automate many of those inefficient manual processes. It frees up your team to provide more training and support to agents. It brings to light the true performance of your team over time. And enables you to iron out the kinks in your customer journey.
Every interaction is measured by the same yard stick
No more random sampling
Many contact centres screen less than 1% of total customer interactions. Improve the accuracy and consistency of your QA processes with a tool that auto-screens 100% of interactions. Eliminate human bias and drive faster improvements.
Team benefits
- Automate workflows
- Reduce time-intensive admin
- Proactively identify areas for improvement
- Reduce agent churn
Business benefits
- Improve and maintain compliance
- No IT team necessary
- QA teams get more done in less time
- Reduce hiring needs
Improve and maintain compliance without expanding your QA team
Intelligent scorecards
Replicate and scale your manual scorecard process across 100% of interactions. Create custom scorecard criteria based on what you wish to monitor. Or, save time and choose from our library of pre-existing scorecard templates. For example, you can set up scorecards that check and score for communication skills, politeness, professionalism, adherence to compliance, and more.
Auto-highlight key moments from accurate transcripts
Uncover key moments in conversations, such as brand mentions, complaints, fraud detection, reasons for contact – whatever you’re interested in monitoring. Plus, search and find key terms and phrases in call transcripts and simply click to listen. Saving your teams from having to listen through entire calls.
Simple, personalised reporting dashboards
Enable management to quickly identify inefficiencies and drive proactive change with interactive, drag-and-drop dashboards. Assess changes in agent and team performance over time. Plus, uncover opportunities to train and support agents with emotional detection.
Compliance Triggers
Set compliance triggers that notify managers when compliance is at risk or has been breached. For example, say only 7% of agents mentioned the call was being recorded – this immediate feedback enables your team to take swift action.
Re-process interactions at no extra cost
Harness the power of AI and machine learning (ML) to make use of all your data, not just some of it. Save time and draw fast actionable insights with full visibility into interactions. And significantly improve customer experiences and agent wellbeing.
Reduce reliance on IT with low-code set up
Enabling non-dev teams to build and adapt workflows, streamline customer journeys and allocate resources more effectively. Reverse engineer winning conversations and scale ideal responses across all your agents fast.
Auto-QA is a key part of our Post-Call Analytics Solution
Connects with your existing systems
Awaken provides “work with” rather than a “rip and replace” approach. We’ll help you integrate all your existing tools and cross-channel data sources, including your: CRM, CMS, telephony, ecommerce systems, social media feeds, and more.
Key Term & Phrase Identification
Automatically identify names, acronyms, seeded words, and key terms or phrases in the conversation with fuzzy text grouping. Quickly hone in on specific customer pain points, and reveal training opportunities.
Sentiment & Emotion Detection
Detect the sentiment and emotions behind conversations (e.g. anger, sadness, happiness, neutrality, anxiety, vulnerability, misunderstanding, and complaint indicators) so you can better understand customer experience and agent wellbeing.
Call Transcription with 97% Accuracy
AI-driven software that boasts unmatched transcription capabilities – with a 97% level of accuracy across 100% of customer interactions.
Awaken’s consultative approach
Save time and gain invaluable insights (that you wouldn’t otherwise get) from our expert team, who have decades of experience working with 100s of contact centres from around the world. Quickly learn and start using insider tactics and strategies today.
Less admin. More insights. Better Conversations
We’ll get you up and running in just days. Plus, we offer ongoing support to help you get the most out of Auto-QA as your business grows.
Combine interaction data with all your other data sources
Once a customer conversation has wrapped up, it’s fed into your call centre quality management software so you can start drawing insights immediately. Plus, we will help you feed all your historic channel data into the system so you can hit the ground running.
Getting started with Awaken
First, we design a bespoke system aligned with your KPIs and processes. Then, we help
you create scorecards based on the specific keywords and phrases you want to see (or not see).
Works effortlessly alongside your existing tech stack.
Awaken integrates with your current conversational insights data, telephony provider, CRM and internal systems data, web analytics and more.
FAQs
We set up and build your bespoke system for you and get you up and running in a matter of days.
"There's no doubt that Awaken's technology plays a crucial role in driving a frictionless and timely resolution too much of the support we provide"
Roddy Forfar | Director at Aquarius
75%
Of Gartner Magic Quadrant companies use Awaken
20,000+
Of our agents are empowered by Awaken
98%
Reduction in call coding errors since using Awaken
Get up and running in less than a week
Monthly Rolling Contracts - Get ultimate flexibility.
How you're charged:
- Set-up - we help you deploy and make sure your teams are comfortable with some training.
- Ongoing support - we're always on hand to help you get the most out of Awaken.
- Only pay for what you use, not number of users – multiple users come as standard.
Discounts apply for committed volumes.
Here's what our customers have to say...
The platform allows us to simplify complex business processes into user-friendly scripts that require little to no training, streamlining upskilling and onboarding all while minimising error handling and complaints.
Revolutionising the way we handle customer interactions. We are solving the problem of all agent data points in one functional interface. We have realized efficiency, ease of use, and an increase in accuracy.
A powerful and flexible tool. Awaken is versatile and flexible, allowing entirely new campaigns and workflows to be developed in a matter of hours.
Getting started with Awaken
Auto-QA is one piece of Awaken's complete suite of contact centre software.
Real-Time Agent Guidance
Guides agents with dynamic ‘next best action’ prompts in real-time
Imagine if customers received the perfect response every time. Reduce handling times, inject confidence into your agents and turn customers into evangelists.
Benefits
- Shrink onboarding time by 60%
- Reduce recruitment and training costs
- Increase agent confidence and improve churn
Post Call Analytics
Reveal the true voice of your customer – across 100% of interactions
Conversational analytics software to help you understand customer interactions across all channels on a deeper level. Lift your contact centre performance and agent morale.
Benefits
- Understand customer sentiment like never before
- Empower teams with actionable insights
- Improves customer satisfaction by 49%
Auto QA
Leave manual, error
prone QA processes
in the past
Replicate and scale quality scoring across 100% of interactions. Improve compliance and consistency for better customer service and happy regulators.
Benefits
- Reduce time-intensive admin
- Review 100% of interactions for fast improvement
- Provide better support to agents
Improve compliance with automated quality assurance across every interaction
Try our Auto QA solution free for 14-days.
Get insights and actions based on your real-life data. Still not sure after that? No worries, our trial is no obligation.
