Awaken Integrates Voice Analytics into Customer Engagement Platform Twilio

Author: Justyna Chlopecka | Date: 11/08/2022

Awaken Intelligence is extremely excited to announce that we have built a voice and speech analytics integration with customer engagement platform, Twilio.

The integration will allow Twilio customers to access near-time voice and speech analytics insights with no development requirement.

What have we built?

Awaken has developed an out-of-the-box integration that connects our voice and speech analytics tool (Awaken Conversations) with Twilio’s customer engagement platform, which processes phone calls in near real time.

This integration enables customers to gain valuable insights from agent phone calls on the Twilio platform and reduces implementation time to just a few hours.

Our voice and speech analytics services allow contact centres to track agent performance and wellbeing while monitoring the emotion and sentiment of customers during interactions.

The unique insights offered by this integration help Twilio customers to improve processes, remain compliant and improve the customer experience.

Geouffrey Erasmus, CTO at Awaken Intelligence said, “This integration is an exciting development for Twilio customers. To gain immediate actionable insights by analysing their agent / customer interactions is a real game-changer. The fact that it can be implemented in just a few hours makes it highly accessible and agile.”

About Twilio

Twilio is the customer layer for the internet, powering the most engaging interactions companies build for their customers. We provide simple tools that solve hard problems, delivered as a developer-first cloud platform with global reach and no shenanigans pricing.

Twilio is a customer engagement platform used by hundreds of thousands of businesses and more than ten million developers worldwide to build unique, personalized experiences for their customers.

About Awaken Intelligence

Awaken Intelligence has built a suite of AI-powered agent guidance and analytics software tools for contact centres that guide with the next-best-action and help you see the complete performance picture.

Our technology blends people with automation to help you become more agile, reduce errors and heighten the customer experience. Our software is flexible, easy to work with and scales seamlessly as you grow.

The Awaken Intelligence team has decades of experience operating outsourced contact centres and building software solutions, meaning our products are designed by contact centre people for contact centre people. 

With a loyal client base of recognised brands and channel partners, the Awaken team continues to strengthen and grow enabling us to reach more contact centres across the world.