About Awaken
Awaken is an Agent Assistance and Analytics suite for call centres from a Creovai company that supports customer interactions management at scale. It includes Quality Assurance, Customer Satisfaction, and Compliance and Fraud features so agents can improve operational efficiency and drive revenue uplift. Designed to be easy to deploy, Awaken provides real-time assistance powered by AI, ensuring that agents have the necessary tools to handle complex inquiries effectively. Additionally, the platform focuses on delivering actionable insights for continuous improvement in call centre operations. Key capabilities: Quality Assurance Customer Satisfaction Compliance and Fraud Operational Efficiency Revenue Uplift Best for: call centre managers that need to improve agent performance and improve customer use.
Awaken, now part of Creovai, is an AI-powered customer experience software designed to enhance contact center operations through real-time agent guidance and conversation analytics. The software aims to improve customer interactions by providing actionable insights derived from unstructured conversation data. By leveraging AI and machine learning, Awaken helps businesses optimize agent performance, reduce customer churn, increase sales, and lower service costs. The platform integrates conversation intelligence with real-time agent assistance, ensuring that agents have the right information at the right moment to handle complex interactions confidently. The user interface of Awaken is designed with simplicity and efficiency in mind. It offers an intuitive layout that allows agents and managers to navigate seamlessly through various features. The dashboard presents key metrics and insights in a visually appealing manner, making it easy to interpret data at a glance. The software incorporates dynamic checklists and conversation summaries, which streamline post-call tasks and improve workflow efficiency. Additionally, its integration with CRM systems ensures that agents can access relevant customer information without switching between multiple applications, enhancing productivity and reducing response times.
Pros & Cons
- +1. The software significantly reduces training time and increases CSAT scores for contact center agents.
- +2. It offers real-time agent assistance and conversational analytics powered by AI, improving agent performance and customer outcomes.
- +3. The system is agile, modular, and integrates easily with existing systems, allowing for quick deployment and positive ROI.
- +4. It provides automated QA for 100% of interactions, enhancing compliance and identifying training opportunities.
- −1. Steeper learning curve for new users compared to similar software
Features
Key features
- 1. Real-Time Agent Assistance & Conversational Analytics (ChatGPT-enabled)
- This core feature provides live guidance to agents during calls, leveraging AI (including ChatGPT) to transcribe, analyze intent, identify entities, and summarize conversations. It aims to improve customer satisfaction and agent well-being by streamlining complex interactions.
- 2. Real-Time Agent Guidance
- This feature unifies customer interactions and offers agents the right information and guidance at the opportune moment, leading to faster resolutions and improved customer experience.
- 3. Auto-QA for 100% of Interactions
- Unlike traditional manual quality assurance, this feature provides consistent, automated QA scoring for all interactions, reducing errors and identifying training opportunities efficiently.
- 4. Quickly Identify & Eliminate Script Changes
- This low-code software empowers non-technical teams to build new workflows and make instant script changes, streamlining customer journeys and reducing reliance on IT.
- 5. Seamless Integration with Current Systems
- Awaken offers a "work with" approach, integrating with existing telephony, CRM, and Generative AI platforms, or functioning as standalone units, ensuring quick setup (under 2 weeks).
- Pay-as-you-use Pricing
- This unique pricing model charges only for the number of people logged on, not the total number of users, reflecting an understanding of contact center operations and providing cost flexibility
Additional features
- 1. Real-Time Agent Assistance & Conversational Analytics, powered by AI
- Provides live guidance, transcription, intent analysis, entity identification, and conversation summarization, enhanced by AI including ChatGPT.
- 2. Seamlessly Guide Agents through Complex Human Interactions
- Helps agents navigate intricate customer calls effectively.
- 3. Understand the Data & Insights to Drive Process and Performance Improvement
- Offers analytics to gain insights into operational efficiency and agent performance.
- 4. Deliver a Positive Outcome on Every Customer Conversation
- Focuses on achieving satisfactory resolutions for all customer interactions.
- 5. Reduce Training Time by up to 70%
- Accelerates agent onboarding with a simplified, all-in-one system.
- 6. Increase CSAT Scores by up to 49%
- Improves customer satisfaction through reduced average handling time and faster first call resolution.
- 7. Reduce Employee Turnover by 25%
- Combats agent churn with actionable insights into employee performance.
- 8. Ensure Compliance across 70% of Calls
- Protects organizations with advanced compliance monitoring capabilities.
- 9. Support your agents with the only ChatGPT-enabled assistant they'll ever need
- Offers an intelligent, flexible, and secure assistant powered by ChatGPT for various tasks.
- 10. Help your agents navigate complex customer interactions with Real-Time Agent Guidance
- Provides immediate, relevant information and support during live calls.
- 11. Auto-QA for 100% of interactions
- Automates and standardizes quality assurance scoring for every customer interaction.
- 12. Quickly identify & eliminate script changes
- Allows non-technical users to build and modify call workflows and scripts instantly.
- 13. Enhance agent wellbeing & team performance
- Reduces agent stress through automation and clear call flows, leading to increased productivity and motivation.
- 14. Simply integrate with your current systems
- Offers flexible integration options with existing contact center technologies.
- 15. Rapidly onboard and train 100s of agents
- Streamlines the training process for large numbers of new agents.
Pricing
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About Awaken
Awaken is an Agent Assistance and Analytics suite for call centres from a Creovai company that supports customer interactions management at scale. It includes Quality Assurance, Customer Satisfaction, and Compliance and Fraud features so agents can improve operational efficiency and drive revenue uplift. Designed to be easy to deploy, Awaken provides real-time assistance powered by AI, ensuring that agents have the necessary tools to handle complex inquiries effectively. Additionally, the platform focuses on delivering actionable insights for continuous improvement in call centre operations. Key capabilities: Quality Assurance Customer Satisfaction Compliance and Fraud Operational Efficiency Revenue Uplift Best for: call centre managers that need to improve agent performance and improve customer use.
Awaken Details
Awaken's In-App Market Place
Does Awaken have an in-app market place?
Yes
How many Mini-Apps in the marketplace?
1
Mini Apps
N/A
Pricing Options
Accepted Payment Currencies
USD ($), EUR (€), GBP (£), AUD (A$), CAD (C$), CNY (¥), JPY (¥), INR (₹)
Pros & Cons
- 1. The software significantly reduces training time and increases CSAT scores for contact center agents.
- 2. It offers real-time agent assistance and conversational analytics powered by AI, improving agent performance and customer outcomes.
- 3. The system is agile, modular, and integrates easily with existing systems, allowing for quick deployment and positive ROI.
- 4. It provides automated QA for 100% of interactions, enhancing compliance and identifying training opportunities.
- 1. Steeper learning curve for new users compared to similar software
Awaken's Support Options
Contact
+44 (0) 20 7078 7518Chatbot
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