Guide your agents to the Next Best Action
Innovative software that guides agents to give your customers the service they deserve and the experience they expect
Guide your agents
Dynamic call scripting and intelligent agent guidance to effectively manage and influence the customer journey. This powerful contact centre software seamlessly integrates with your legacy systems and doesn’t need configuring by your IT department. Agents are guided through every call to deliver the right information at the right time providing an exceptional customer experience.
Are you struggling to:
Train your agents without it being a drain on the business?
Deal with cumbersome process documentation management?
Up-skill your agents effectively on more than one business stream?
Ensure agents are always compliant, putting pressure on the quality assurance team?
Remain consistent with regulatory compliance across all interactions?
Achieve a consistently high customer experience?
Control operational costs due to high agent attrition rates?
Quickly identify the appropriate post call escalation contact?
NEXT BEST ACTION
What is Next Best Action?
Next Best Action understands the conversation your contact centre agent has had with the customer, and suggests the most relevant next best action for them to take. Dynamically guiding the agent through the most efficient process, improving the first call resolution, and importantly, increasing the customer’s overall satisfaction with their interaction.
The proven benefits of Awaken Scripting
Reduce training time by up to 70%
This software 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 by over 25%
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 by over 30%
Cost-per-call is kept in check by allowing the scripting process to lead every customer interaction.
Dynamically present information when required
Processing time for complex processes is dramatically reduced by presenting the right information at the right time.
Enable effective knowledge retention and transfer
Input from top performing agents is retained, helping to train new employees swiftly and protecting the business from rapid agent turnover.
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.
Awaken's conversational analytics has improved contact center operational efficiency by over 83%
Try it yourself, with our 14 day free trial.
No contract. No obligation
How Scripting and
Guidance works
Drag-and-drop editor utilises accessible low-code, with 40+ controls that can be combined to create scripts for any contact centre process.
Plans
Awaken Scripting
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 volumes
Awaken Dispatch add-on
Charges:
- Setup – starting from 2 days of professional services and training
- Charged based on internal concurrent users and external portal users (where applicable) – Awaken Dispatch is charged as an add-on to Awaken Scripting
- Discounts – discounts apply for committed volumes
Other Features & Benefits
Listen to your customers like never before, with Conversational Analytics
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.
Digital Analytics with Conversational Analytics
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
Combine people and data to see the complete picture of what’s driving volumes, sentiments and to understand the entire customer journey.
Drill down to understand what’s happening and most importantly, why it’s happening.
FAQs
Through intelligent agent guidance and call scripting, your agents will be presented with the information they need, exactly when they need it, reducing call handling times and increasing capacity.
The latest version of our Awaken Scripting product is Synergy. The term Synergy comes from taking multiple elements and combining them to produce something of greater value than the separate parts together. We’ve taken the functionality of our previous versions and combined it with a simplified user interface and smarter controls to create a lighter, quicker, easier and more consistent application.
Through a 100% web-based application, Awaken Scripting enables the proactive development of call scripts and workflows to support any of your contact centre processes and campaigns. Scripts are built using a library of system controls that act as building blocks that can be customised to look and behave however you need. From simple single-page forms to more dynamic scripts, Awaken Scripting links multiple systems together.
It provides a single interface point, meaning any process can be followed easily, regardless of where information is housed. Agents can handle all their interactions in one unified, customisable desktop.
Reduce call handling times by up to 30%
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