Discover our solutions by your business focus or by your key industry
At Awaken, our deep contact centre expertise and innovative technology combine to give you the full picture for your contact centre performance
Solution by Business Focus
Quality Assurance (QA) and Team Performance
Drive performance improvements and set behavioural benchmarks with award-winning agent scorecards
Elevate your customer satisfaction scores by leveraging advanced speech and sentiment analytics
Compliance and Fraud
Instant fraud and breach alerts ensure you keep compliance standards at the very highest levels
Our scalable, cloud-based customer insights platform automates your processes and empowers your team to take action
Instantly identify and share successful sales calls to boost productivity and agent performance
Reduce absenteeism and improve productivity by protecting the mental health of your agents
Solution by Industry
Business Process Outsourcing (BPO)
Dynamically manage the customer journey and link multiple contact and operational systems together
Retail and E-Commerce
Provide retail customers with an uninterrupted and efficient service while delivering improved call resolution times
Finance and Banking
Manage complex customer conversations at scale while maintaining an excellent customer service record
Enable dynamic crisis response and deliver critical information to the agent at exactly the right time with our innovative contact centre technology
Simplify the insurance claims process with intelligent agent guidance, dynamic call scripting and conversational analytics
Combines speech analytics and voice analytics to perform deep analysis of calls between customers and agents. Speech is transcribed into readable transcripts while patterns in spoken audio are analysed to identify the emotion and intent of the conversation.
- Capture the true voice of your customer
- Uncover opportunities to improve customer service
- Understand the wellbeing of your agents
Real-time email and chat translations in 30+ languages, removing the need to hire employees with multiple language skills and enabling agents to focus on delivering exceptional service.
- Conversational translations for natural exchanges
- No need to hire multilingual agents
- Continue to scale your operations internationally with ease
Connect people and data to understand how to delight your customers and improve the performance of your contact centre. Visual analytics of key trends that gives you actionable insights on how to improve performance.
- Visualise trends that determine performance
- Understand customer sentiment
- Improve the customer experience
Dynamically manage the customer journey, guiding the agent and linking multiple systems together. Using call scripting and guidance, you can be sure that your customers are receiving the service they deserve and the experience they expect.
- 100% cloud-based deployment for accessibility
- Seamlessly develop and deploy new scripts
- Reduce agent onboarding and training time
What is First Contact Resolution?
What's the difference between speech analytics and voice analytics? Why are these essential tools within call centers? Read more to find out.
STARS Vigilant Emergency Communications Centre
Awaken’s Intelligent Agent – the key to simplifying critical support in emergencies.
Your Contact Centre Could Operate Better. A Lot Better
Want to create an efficient contact centre that always provides good customer service? Find out how today!
Ready to start building the
contact centre of the future?
Improve efficiency, agent wellbeing and customer satisfaction. Get your free demo now.