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Awaken Intelligence LTD
Awaken Intelligence is a British Software Company with over 500+ customers worldwide. Awaken have been working in the call and contact centre space for 20+ years and are experts in this space.
The focus of Awakens technology is to improve service whilst streamlining operations and processes. Awaken work with a wide variety of businesses and industries, with a large percentage being made up of outsourcers who either refer or resell their solutions to clients in order to resolve a challenge they're facing or add value to the existing offering. Direct clients range from those in highly regulated spaces (insurance, finance, healthcare, utilities, telecoms) to the retail and entertainment sectors.
Overview:
Awaken Intelligence offer a solution called Awaken Conversations.
A speech analytics tool that can ingest up to 100% of your customer interactions and provide analysis not only of your voice calls but also analyze your digital communications, providing an accurate 360 degree view of the customer journey.
The solution has numerous benefits, to highlight a few:
Automated Quality Assurance:
Awaken Conversations can empower your QA teams by automating the commonly time consuming elements of the traditionally manual QA process, (the transcribing, listening, and highlighting of interactions that need attention will be completed automatically), allowing them to focus on the training they provide as well as driving improvements.
Improved and increased sales performance:
Awaken Conversations can easily identify your best and worst sales performers. By spotting those agents with the best sales performance you can efficiently identify the key areas to target in training with those agents that are struggling, therefore improving sales performance for the business overall.
Understanding Reason for contact:
The word cloud included within Awaken Conversations will allow you to easily spot why your customers are getting in touch. You can easily identify the topics that are resulting in the most contact, this can allow you to manage resources effectively, increasing the number of agents supporting the busiest areas of the business or providing the required information on the website to reduce the number of voice interactions.
Understanding Voice of the Customer:
By analyzing customer interactions you are able to gain an understanding of exactly what your customers like about your brand and what they consider to be missing. It allows you to identify services, or pricing for competitors that are mentioned by your customers, allowing you retain a competitive edge when planning marketing or product changes.
Compliance:
Awaken Conversations means that the business can automatically evaluate and then classify every interaction into configurable categories that are relevant to the various compliance regulations. By doing this it is easy to identify any issues with compliance that are present e.g. use of non-compliant language.
A speech analytics tool that can ingest up to 100% of your customer interactions and provide analysis not only of your voice calls but also analyze your digital communications, providing an accurate 360 degree view of the customer journey.
The solution has numerous benefits, to highlight a few:
Automated Quality Assurance:
Awaken Conversations can empower your QA teams by automating the commonly time consuming elements of the traditionally manual QA process, (the transcribing, listening, and highlighting of interactions that need attention will be completed automatically), allowing them to focus on the training they provide as well as driving improvements.
Improved and increased sales performance:
Awaken Conversations can easily identify your best and worst sales performers. By spotting those agents with the best sales performance you can efficiently identify the key areas to target in training with those agents that are struggling, therefore improving sales performance for the business overall.
Understanding Reason for contact:
The word cloud included within Awaken Conversations will allow you to easily spot why your customers are getting in touch. You can easily identify the topics that are resulting in the most contact, this can allow you to manage resources effectively, increasing the number of agents supporting the busiest areas of the business or providing the required information on the website to reduce the number of voice interactions.
Understanding Voice of the Customer:
By analyzing customer interactions you are able to gain an understanding of exactly what your customers like about your brand and what they consider to be missing. It allows you to identify services, or pricing for competitors that are mentioned by your customers, allowing you retain a competitive edge when planning marketing or product changes.
Compliance:
Awaken Conversations means that the business can automatically evaluate and then classify every interaction into configurable categories that are relevant to the various compliance regulations. By doing this it is easy to identify any issues with compliance that are present e.g. use of non-compliant language.
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Overview:
Awaken Intelligence offer a solution called Awaken Conversations.
A speech analytics tool that can ingest up to 100% of your customer interactions and provide analysis not only of your voice calls but also analyze your digital communications, providing an accurate 360 degree view of the customer journey.
The solution has numerous benefits, to highlight a few:
Automated Quality Assurance:
Awaken Conversations can empower your QA teams by automating the commonly time consuming elements of the traditionally manual QA process, (the transcribing, listening, and highlighting of interactions that need attention will be completed automatically), allowing them to focus on the training they provide as well as driving improvements.
Improved and increased sales performance:
Awaken Conversations can easily identify your best and worst sales performers. By spotting those agents with the best sales performance you can efficiently identify the key areas to target in training with those agents that are struggling, therefore improving sales performance for the business overall.
Understanding Reason for contact:
The word cloud included within Awaken Conversations will allow you to easily spot why your customers are getting in touch. You can easily identify the topics that are resulting in the most contact, this can allow you to manage resources effectively, increasing the number of agents supporting the busiest areas of the business or providing the required information on the website to reduce the number of voice interactions.
Understanding Voice of the Customer:
By analyzing customer interactions you are able to gain an understanding of exactly what your customers like about your brand and what they consider to be missing. It allows you to identify services, or pricing for competitors that are mentioned by your customers, allowing you retain a competitive edge when planning marketing or product changes.
Compliance:
Awaken Conversations means that the business can automatically evaluate and then classify every interaction into configurable categories that are relevant to the various compliance regulations. By doing this it is easy to identify any issues with compliance that are present e.g. use of non-compliant language.
A speech analytics tool that can ingest up to 100% of your customer interactions and provide analysis not only of your voice calls but also analyze your digital communications, providing an accurate 360 degree view of the customer journey.
The solution has numerous benefits, to highlight a few:
Automated Quality Assurance:
Awaken Conversations can empower your QA teams by automating the commonly time consuming elements of the traditionally manual QA process, (the transcribing, listening, and highlighting of interactions that need attention will be completed automatically), allowing them to focus on the training they provide as well as driving improvements.
Improved and increased sales performance:
Awaken Conversations can easily identify your best and worst sales performers. By spotting those agents with the best sales performance you can efficiently identify the key areas to target in training with those agents that are struggling, therefore improving sales performance for the business overall.
Understanding Reason for contact:
The word cloud included within Awaken Conversations will allow you to easily spot why your customers are getting in touch. You can easily identify the topics that are resulting in the most contact, this can allow you to manage resources effectively, increasing the number of agents supporting the busiest areas of the business or providing the required information on the website to reduce the number of voice interactions.
Understanding Voice of the Customer:
By analyzing customer interactions you are able to gain an understanding of exactly what your customers like about your brand and what they consider to be missing. It allows you to identify services, or pricing for competitors that are mentioned by your customers, allowing you retain a competitive edge when planning marketing or product changes.
Compliance:
Awaken Conversations means that the business can automatically evaluate and then classify every interaction into configurable categories that are relevant to the various compliance regulations. By doing this it is easy to identify any issues with compliance that are present e.g. use of non-compliant language.
