Real-Time Agent Guidance

Guide agents with dynamic
‘next best action’ prompts during live customer interactions

Real-time guidance software that directs agents to ideal resolutions for your customers and your business. Reduce handling times, make agents’ lives easier, and turn customers into evangelists.

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Trusted by over 850 brands across 40 countries

Give your agents everything they need to deliver exceptional customer interactions

Ensure a consistent brand voice

Is confusion on calls losing you customers?

Being a contact centre agent is not easy. Often, agents are overwhelmed – bombarded with information, whilst navigating multiple systems and trying to keep up with high demand. It’s little wonder things get missed. But now there’s a better way...

Real-Time Agent Guidance accounts for your entire end-to-end process. No longer will agents be unsure. Even with complex customer requests, agents are guided in real-time with the ‘next best action.’ And the best bit? You only need to train agents on the software, rather than multiple systems and processes.

Real-time guidance for agents across 100% of interactions

Enhance agent wellbeing & performance

On average, agents have to navigate 5 or more different systems throughout a customer interaction. Save time and eliminate confusion with a powerful platform that automatically delivers information to agents in a single unified desktop.

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Team benefits
  • Reduce onboarding times by 60%
  • Simplify workflows
  • Increase agent confidence &
    reduce churn
  • Reduce average handling times
Business benefits
  • Ensure compliance
  • Little to no reliance on IT
  • Reduce recruitment &
    training costs
  • Increase brand loyalty
Platform workflow properties

Uncover the true end-to-end customer journey

Ease & consistency no matter the agent
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Automatic ‘next best action’ prompts

You tell the system what great looks like and Awaken does the rest. Agents receive dynamic pop-ups to help guide them during voice, email and chat conversations. The result? Customers spend less time on-hold, average handling times fall, and your CSAT scores shoot up.

Remote Desktop
Unified agent desktop

No more switching between applications, asking for assistance, and searching for information – whilst the customer twiddles their thumbs. All relevant info is stored and processed automatically. So customers don’t have to repeat themselves upon transfer, and agents don’t have to re-enter info post-call.

Multi-lingual & compliance support
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Compliance Triggers

Set compliance triggers that alert and notify managers when compliance is at risk or has been breached. Protect your customers, your agents and your organisation with rule-based triggers.

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Agent guidance in 38 languages

Instead of hiring multilingual agents, enable all agents to accurately communicate with customers digitally in 38 languages. Awaken is unlike most machine translation engines, that provide literal translations that can be hard to understand. Instead, your customers will receive cutting-edge conversational translations, which are more accurate and human.

Reduce training burden & adapt scripts
Reduce training time by up to 70%

Quickly go from ‘hired’ to ‘live’ – as you’ll only need to train agents on the software and not your entire end-to-end process. In turn, agents can direct their full focus on providing great customer experiences all from one platform, rather than getting overwhelmed by lots of tools and processes.

Intelligent agent scripting

Agents are guided through conversations with the appropriate responses via on-screen script pop-ups – based on information fed from disparate data sources and the digital scripts that you create. Edit these scripts at any time with no IT help required using our intuitive workflow editor.

See positive ROI in days with AI-powered software that scales with you

Integrates with your existing systems

Awaken provides a “work with” rather than a “rip and replace” approach. Run as a standalone platform or we’ll help you integrate all your existing tools and cross-channel data sources, including your: CRM, CMS, telephony providers, eCommerce systems, social media feeds, and more.

Reduce reliance on IT with a low-code set up

Enable non-dev teams to build and adapt workflows (and scripts), streamline customer journeys and allocate resources effectively with a simple drag-and-drop editor. Reverse engineer and scale winning conversations fast.

Awaken’s consultative approach

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. Start using insider tactics and strategies today.

Getting started with Awaken

First, we help you streamline all your processes and digitise your scripts.

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Transform customer experience & agent wellbeing

What sets Awaken apart is the superior ongoing support. Get help ironing out your processes from our team of experts with over 35 years experience in owning and operating contact centres.

Seamlessly integrates with your existing tech

Once a customer conversation has wrapped up, it’s fed into Real-Time Agent Guidance 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.

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.

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We set up and build your bespoke system for you and get you up and running in a matter of days. 


Roddy Forfar | Director at Aquarius


Of Gartner Magic Quadrant companies use Awaken

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Of our agents are empowered by Awaken

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Reduction in call coding errors since using Awaken

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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...

Telecomms Provider
Telecomms Provider

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.

Richard R.
Richard R.

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.

Daniel S.
Daniel S.

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

Post-Call Analytics is one piece of Awaken’s complete suite of contact centre software. Each product feature is powerful as a standalone, but when used together they’re even better.

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.


  1. Shrink onboarding time by 60%
  2. Reduce recruitment and training costs
  3. 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.


  1. Understand customer sentiment like never before
  2. Empower teams with actionable insights
  3. 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.


  1. Reduce time-intensive admin
  2. Review 100% of interactions for fast improvement
  3. Provide better support to agents

Ready to see your customer experiences improve instantly?

Get a free demo of our Real-Time Agent Guidance solution to see how we are improving the bottom line of 100s of businesses through contact centre optimisation.

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