Powerful AI for your contact centre to drive efficiencies
Increase performance and reduce contact centre staff churn through powerful voice analytics.
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What is included
Phone call transcription with seeded words, acronyms, names and fuzzy text search & Identification of disclosures and key terms / phrases. Natural language processing with stemming and lemmatisation. Topic Modelling uncovers hidden semantic structures within text bodies
Pitch, loudness, timbre, speech rate, and pauses in the customer's and agent's tone of voice are measured to understand how they are feeling during a conversation, while at the same time measuring sentiment based on the words used
Triage of data based on risk scores, topics & themes and monitor agent performance to better drive outcome modelling and improve operations
All reports are displayed in a powerful web-based reporting tool, providing dashboards on individual call, agent, team and contact centre levels
Every call is measured on Greeting, Call Resolution, Customer Engagement, Call Quality and the complete Emotional Journey. Using Machine Learning we can Model customer and agent behaviour to determine learning paths and expected outcomes
The reports data can be obtianed by a simple to use and well-documented REST API
How It Works
We run your calls and metadata through our AI algorithms
Upload or stream your call recordings to your secure area with information about the call, such as unique call ID, Agent Name, Team or campaign, call start time and duration. We'll then run the calls through our AI models.
Language Analytics
Voice to text
Transcription of the conversation that recognises names, acronyms and seeded words
Search packs
Identify key terms or phrases in the conversation with fuzzy text grouping
NLP
Natural language processing to account for the meaning of words within the content of the conversation
Topic modelling
Identifying conversational topics through hidden semantic structures
Behavioural Analytics
Acoustics
Tone, pitch, energy, speaker dominance, silence, cross talk, speech rate, hesitation and pauses
Textual Sentiment detection
Detection of the sentiment of words; positive, negative or neutral
Vocal Emotion detection
Detection of anger, sadness, happiness, neutrality, anxiety, vulnerability, misunderstanding, and complaint indicators
We Extract Actionable Insights
Automated Agent Quality
Agent effectiveness / efficiency, best performer modelling, skill gap analysis, emotional journey, agent sentiment timeline
Complaint Identification
Analysis of the call including tempo, amplitude, pitch, tone and non-verbal communication
Operational Efficiency
Insight is captured from the voice interaction, and combined with additional data sources about the interaction, to provide a complete customer journey
Compliance
Monitoring content for PCI DSS compliance, required statements occurrences
Vulnerable customers/TCF
automated flagging of calls identifying the customer as vulnerable, or where the agent has not treated the customer fairly
We present the Information to you
Reporting Dashboard
Key business and customer outcomes are displayed, so you can review and take action quickly. This helps and improve your call centre operations whilst looking after your agents and improving customer experience
Continuous Learning
Embedded machine learning allows us to continuously improve - offering smarter, faster insight over time.
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Our Conversational Analytics solution doesn't require lengthy integrations and the Reporting Dashboard is web-based, so you can start implementing insights in days.
Get the most out of our Conversational Analytics
Call Quality Assurance - Automated
Quality Assurance driven analytics with built-in compliance check that enables your QA managers to focus on process improvements
Automated voicemail and email insights
Reduce 95% of your QA staff's time and speed up sales cycles using automated voicemail transcription and categorisation in over 30+ languages.
Improve profitability by up to 300%
Our versatile software enables you to gain insights into your operations and unlock 85% operational efficiency gains while increasing sales output by 25% when using conversational analytics.
“Awaken took our existing process of quoting prices from a 16 step process down to a 3 step process by automating the process which improved efficiencies by 520%! This has also made the process easier for our agents so now we can train new hires and get them up the learning curve faster. ”
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