Solutions by business focus
Awaken Products can be implemented individually, in combination with each other or as a complete solution
Improve Customer Experience
Discover New Revenue Streams
Boost Agent Wellbeing
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 Business Focus
Automated Contact Centre Quality Assurance (QA)
With the Awaken platform, you’ll get contact centre QA in the form of award winning excellence score cards for every agent. This innovative platform shares insights to show where improvements can be made as well as providing consistent benchmarking so that your agents can apply high quality service to every call equally. Whether your contact centre’s primary functions are sales, orders, customer service, technical support, or sector specific services, the system can be easily customised for all contact functions and for your specific business. You also have the ability to re-process interactions after you have categorised your analytics models at no extra cost.
How Awaken solutions improve QA and team performance:
- Automates the contact centre quality assurance scoring process
- 100% of calls screened
- Behavioural and sentiment analysis
- Provides a single view of all key metrics and indicators
- Connecting systems
- Continuous learning and best practice modelling
- Provides objective and consistent scoring on every contact
- Uncovers training needs
- Motivates performance through competition
With the Awaken platform, you’ll be able to access speech analytics with an incredibly rich source of unsolicited feedback enabling you to increase sales effectiveness, net promoter score, customer satisfaction score, first call resolution, and customer loyalty. With the ability to analyse 100% of customer calls you can detect why they called, if they got what they wanted and how they felt during the call. Our intuitive analytics platform also detects how the customer is feeling during the call and whether their emotions improved or worsened.
How Awaken solutions provide customer experience benefits:
- Understand the true voice of the customer
- Automated CSAT
- Automated net promoter score
- Understand customer and agent sentiment
- Understand employee brand representation
- Learn the reason for contact
- Gain insights into underlying service issues
- Receive unexpected Insights
Compliance and Fraud
Using the Awaken platform, you’ll be able to ensure your compliance and regulations are at the highest standards with breach and fraud alerts to protect your brand and eliminate fines.This innovative solution easily detects if PCI/DSS processes are not being followed, if the caller is saying the card information out loud or if personal information is being requested that shouldn’t be. It will also detect if compliance and regulatory sentiments are being adhered to. The Awaken platform is also highly effective in the unfortunate event of contract disputes. Text transcripts can be easily searched enabling fast and effective access to the sections of the call that need to be listened to and checked.
How Awaken solutions support compliance, risk and fraud processes:
- PCI/DSS redaction
- Compliance monitoring such as PCI/DSS, GDPR, HIPPA, FCA
- Sales and Contract resolution
- Treating customers fairly
- Vulnerable customers
- Pressure selling
- Fraud detection
- Forensically discover fraud and abuse risk and research events
With the Awaken platform, you’ll get access to voice and speech analytics that automatically capture every call, email and social message, so that you can hear the true voice of your customers and your team. Our platform provides a scalable, cloud-based customer insights platform that integrates seamlessly with your existing technology to automate processes and empowers your team to take action.
Imagine the difference it would make to your contact centre if you could easily streamline operational processes, change the customer journey to reduce steps and calls and benchmark service excellence. By understanding how your customer and agents are feeling in the moment and with the ability to easily identify improvements, you’ll be able to radically increase the performance of your contact centre.
How Awaken solutions provide efficiency and operational improvements:
- Automatic quality assurance
- See operational bottlenecks and make process changes to reduce Average Handling Time (AHT)
- Monitor how your team are feeling so that you can proactively support them
- Monitor for compliance and fraud – which reduces fines and protects reputation
- Quickly identify product and process problems at root
- Improve call flow
- Replace or complement traditional quality assurance, saving time and reviewing a larger sample set
- Distribute emails based on reason for contact which can reduce reading time by half
- Automated agent scorecards for coaching and improvement
In a sales focused or order upsell contact centre operation, the Awaken platform makes it easy to search for successful sales calls, highlight what your best performers are doing, refine the sales approach and then replicate this with the rest of your team. You can also detect what customers are asking for to support future product positioning and sales increases.
By analysing 100% of your conversations, you’ll have a searchable transcript of the conversation which can be used for feedback, best practice, contract compliance, and sale disputes.
How Awaken solutions provide sales uplift improvements:
- Upsell / cross improvements
- Training on objection handling
- Best practice modelling
- Detecting pressure selling
- Script improvement
- Sales training
- Sales compliance
- Sales/contract dispute resolution
Contact centre agents are at a higher risk of suffering from mental health issues than workers in other industries. The continuous pressure to deliver quick and accurate information to callers while retaining in-depth process knowledge and dealing with complex, sometimes emotionally charged calls all contribute in driving up agent stress levels.
By combining voice analytics and speech analytics, Awaken Conversations transcribes customer/agent conversations and applies categories automatically to understand the meaning, sentiment, and emotion. The agent’s tone of voice is analysed to understand how they’re feeling during a conversation and measuring the sentiment based on the words used.
By analysing verbal responses to determine an emotional state, voice analytics and speech analytics help to monitor wellbeing as well as predicting future behaviours. Many contact centres are also prone to higher employee turnover rates and absenteeism figures because of technology. Agents feel stressed when their productivity and call handling times are impacted because of having to navigate multiple systems. By having a platform like Awaken that also provides dynamic scripting and intelligent agent guidance, the agents know that they have systems that are working with them and not against them.
The benefits of deploying Awaken solutions to support agent wellbeing:
- Detect how your team are feeling
- Reduce employee absenteeism rate
- Improve employee productivity rate without placing additional pressure
- Increase employee satisfaction index
- Decrease employee turnover rate
- Reduce the cost per hire and training cost per employee
Deliver better customer experiences.
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 you to uncover:
- How your current contact centre stats. stack up to others in your industry
- The ROI you could expect following software implementation
- A tour of our most popular features with real-world examples from our customers