Awaken Intelligence Signs Strategic Partnership Agreement with Cloud-Based Call Recording Experts ASC Technologies 

Author: Simon Black | Date: 24/07/2023

Awaken Intelligence, the award-winning conversational analytics software provider, is excited to announce it has partnered with ASC Technologies, experts in cloud-based call recording and analytics, to enable regulated businesses to improve their compliance procedures and access enhanced customer insights. 

Awaken x ASC 

The strategic partnership brings together ASC’s advanced call recording capability with Awaken’s Conversational AI platform, perfect for organisations in regulated markets with deep compliance obligations. 

Going forwards, organisations will be able to automatically push their customer call recording data into Awaken Conversations speech analytics software, enabling instant analysis of 100% of their customer call interactions. 

The joint solution unlocks insights, such as: 

  • Compliance adherence on customer calls 
  • Customer and agent emotion and sentiment  
  • Agent scorecard performance 
  • Automated quality management 

Brandon Barend, Vice President of North American Sales, commented, “We are thrilled to partner with Awaken and its long standing prominence in regulated markets. Our mutual passion for compliance will help our joint customers stay ahead of their regulatory requirements for years to come.”

Simon Black, CEO of Awaken Intelligence, added, “This is a really exciting collaboration. ASC has a fantastic reputation within regulated markets and our combined offering will help organisations manage their compliance obligations even better.”

A boost for your compliance efforts 

Both Awaken and ASC have long-standing heritage in servicing regulated markets, with customers from industry sectors like insurance, banking, healthcare, telecommunications and utilities. 

Our combined solution is a perfect fit for companies with heightened regulatory responsibilities as they can instantly understand and benchmark their performance against key compliance metrics. 

For example, by analysing the call data recorded by ASC, the Awaken platform could tell organisations things like: 

  • How much downtime their customers are facing 
  • If there a successful resolution to the interaction 
  • If the agent delivered all the necessary compliance statements  
  • The emotional state of both the customer and agent 

About ASC Technologies 

ASC is a worldwide leading provider of software and cloud solutions in the field of omni-channel recording, quality management and analytics. Among our target groups are all companies that record and analyze their communication, especially contact centers, financial service providers, and public safety organizations. We offer solutions for recording as well as AI-based analysis and evaluation of all communications – including voice, video, screen, chats, or meetings. Communication contents are captured in an audit proof manner critical information and trends are revealed. 

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.