Understand and Guide with Awaken Intelligent Agent
Innovative, scalable and resilient software that dynamically guides agents in real time to the next best action
Guide your agents and understand the complete customer journey
Intelligent Agent guides agents to the next best action in voice or digital customer conversations. It uses machine learning and AI to deliver the right information at the right time, based on what is understood and learnt about the customer needs. By analysing all interactions and conversations, Intelligent Agent helps you to understand the complete customer and agent journey so you can identify bottlenecks, increase efficiencies and provide an exceptional customer experience.
Eliminate frequent pain points in your contact centre
Intelligent Agent provides a seamless experience for both agents and customers through the use of innovative, automated, and scalable agent guidance software. Intelligent Agent powers memorable customer experiences and removes unnecessary wasted time in every interaction as your agents:
- Will have access to the right information at the right time
- Will have historical customer interactions and previous communication visibility
- Will be able to communicate with non-native speaking customers in their own language
- Won’t have to liaise with multiple contacts to resolve a single query
- Won’t have to ask customers to repeat their details when they get transferred
- Won’t need to search for information
- Won’t have to toggle between multiple systems
Reduce training time
Intelligent Agent drives the customer conversation, meaning agents can focus on one topic at a time, instantly becoming experts on every single customer. As a result, agents require less training and can focus on providing optimum service.
Improve employee retention
Empowering agents to focus on the conversation rather than the process improves their experience and boosts employee loyalty. With stresses removed from your agents, they can focus solely on delivering outstanding service.
Reduce handling times
Cost-per-call is kept in check by allowing Intelligent Agent to lead every customer interaction.
Provide a consistent customer experience
Change the information displayed to the agent depending on what the customer is asking. Agents are able to navigate complex processes at any point.
Adhere to compliance rules
Workflows ensure industry-specific compliance, using rule-based guidance.
Streamline post call escalations and contact methods
Automatically identify the appropriate resource and contact method for post-call escalations, based on location, date, and time in real-time.
Understand internal bottlenecks
With actionable insights, you’ll clearly see the whole customer journey. By understanding where the bottlenecks are, you’ll be able to proactively change internal processes, reduce costs and increase efficiencies to drive an improved customer experience.
Learn about what your customers need and drive proactive change
Get a picture of the valuable moments that make up your customer experience, clearly showing how you can deliver what they need before they even know they need it.
How Awaken Intelligent
Agent works
Guide agents through voice, email and chat conversations. Using the insights from Analytics you will understand what to change in the customer journey using AI, which saves time and improves the customer experience.
Plans
Intelligent Agent
Monthly Rolling Contract – We are so confident in our product that we offer the ultimate flexibility with monthly rolling contracts.
Charges:
- Setup – starting from 2 days of professional services and training
- Charged based on internal concurrent users – concurrent users are based on the maximum number of users logged on at the same time in a calendar month
- Discounts – discounts apply for committed volume
Reduce agent training and churn.
Increase your bottom line.
Start now with Awaken. Book a free, no-obligation demo of our platform from one of our contact centre experts.
Use the form on the right to schedule a time that suits for:
- Insights on your current contact centre stats. stack up to others in your industry
- A tour of our most popular features with real-world examples from our customers
- Guaranteed ROI within 6 months