Understand your customer like never before
Never be in the dark again. Gain the business insights you need to transform your contact centre
Understand your customer
Gain dynamic control of your contact centre customer experience with Awaken Conversations. A scalable, cloud-based customer insights platform that integrates seamlessly with existing technology, automates processes, and empowers your teams to take action.
Are you struggling to:
See how well your contact centre operations are performing?
Live up to your customers’ expectations for service?
Understand internal bottlenecks and process challenges?
Learn about what your customers need and drive proactive change?
Understand how your agents are performing?
The proven benefits of Awaken Insights
Understand internal bottlenecks
With your 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.
Improved, automatic agent coaching
With the continuous, and consistent quality monitoring of interactions between customers and agents, you can identify opportunities and actions to improve both sales performance and customer satisfaction.
Learn about what your customers need and drive proactive change
In a world of infinite data and billions of touchpoints, it’s easy for brands to lose sight of what really matters. Awaken’s Conversational Analytics creates 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.
Analyse retention data to reduce customer churn
By analysing the customer experience across all your channels, you’ll get actionable insights that will enable you to improve your processes and call-handling to reduce customer churn and increase brand loyalty.
Simple, Personalised Dashboards
Interactive and easy to use dashboards enable anyone to get data-driven answers to their deeper questions. Businesses in all industries are using data to better manage enquiries, quickly detect fraud and improve customer service.
Ensure your agents remain compliant
Use Dashboards to set compliance triggers that alert and notify managers when these triggers are hit, and compliance is at risk or has been breached. Protect your customers, your agents and your organisation.
Data sources that work with Awaken Insights
Using this innovative software, you’ll be able to drill down to understand what’s happening and most importantly, why it’s happening using the following data assets:
Conversational insights data
Phone system data
Email, chat and social data
Omni-channel data
Scripting and agent guidance data
CRM data
Web analytics data
Internal and other systems data
How our Reports &
Dashboards work
- Data is unified from multiple sources to create dynamic dashboards and reports that provide actionable insights.
- Non-technical teams can create interactive real-time visualisations in minutes.
- Easy drag and drop for charts, graphs and interactive dashboards.
- Pre-built reports deliver actionable insights.
Plans
Awaken Insights
Monthly Rolling Contract – We are so confident in our product that we offer the ultimate flexibility with monthly rolling contracts.
Charges:
- Setup – starting from 3 days of professional services and training
- Charged per named user – named users are based on users that require dashboard access
- Discounts – discounts apply for committed volumes
Other Features & Benefits
Listen to your customers like never before, with Awaken Conversations
Analyse every call, email and message from your customers, understand them in greater depth, and measure the wellbeing of your agents.
Using industry-leading speech and voice analytics technology, Awaken Intelligence can provide the insights your contact centre needs to drive improvements in customer experience and satisfaction, and employee wellbeing.
Speech, Voice & Text Analytics with, Awaken Conversations
Customers become frustrated when they have to repeat information they’ve already relayed, can’t be understood, and don’t feel like the agent actually grasps their problem.
Conversational Analytics provides digital analytics across all support channels you use, and can be used in 38 languages.
Transform your Contact Centre with Awaken's Intelligent Agent Software
Intelligent Agent guides your agents to the next best action in voice or digital customer conversations.
By analysing all conversations, Intelligent Agent allows you to identify bottlenecks, increase efficiencies and provide an exceptional customer experience.
Proactively manage customer journeys, delivering the experience they expect and deserve.
Stay compliant through every interaction
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