Awaken Intelligence combines market-leading contact centre technology with Genesys Customer Experience Platform to provide Genesys customers with a heightened client experience.
22nd of June 2021 – Awaken Intelligence, the contact centre scripting and analytics leader, announces its dynamic call scripting and intelligent agent guidance platform, Awaken Scripting, is now available on Genesys AppFoundry, the industry’s largest dedicated marketplace focused on customer experience solutions. Awaken Intelligence have operations across the globe and with 70% of their customer base located in the US, partnering with US-based Genysys presents an exciting opportunity to help even more businesses to up-level their contact centre operations.
The AppFoundry allows Genesys customers from all market segments to discover and rapidly deploy a broad range of solutions that make it easier to interact with consumers, engage employees and optimise their workforce.
Awaken Scripting makes it easy for Genesys customers to use their integrated application seamlessly in normal, day-to-day contact centre processes. Awaken Scripting effectively manages and influences the customer journey, supporting each agent by instantly providing the right information at the right time. From simple single-page forms to more dynamic and complex scripts, Awaken Scripting links multiple systems together, providing 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.
Simon Black, CEO of Awaken Intelligence, said, “This is a real step forward for Genesys customers and the experience they provide clients through their contact centres. Advanced scripting services are a key part of modern call centre infrastructure. We’re really excited to continue to develop our partnership with Genesys.”
Awaken Scripting is now available with Genesys Cloud ™, an all-in-one solution and the world’s leading public cloud contact centre platform that helps organisations provide better experiences to their customers and employees. With its robust feature set and open APIs, Genesys Cloud is flexible, scalable and built for rapid innovation. Awaken Scripting is available on Genesys Cloud and all Genesys Engage platforms.
Awaken Intelligence are pioneers of innovative, flexible software helping their customers see the complete picture for their contact centre. Through voice analytics, speech analytics, actionable insights, and dynamic call scripting solutions, the platform is flexible, easy to work with and adapts quickly as the call centre evolves. The Awaken Intelligence team have over 35 years of combined experience, meaning their products are designed by contact centre people for contact centre people.