What is Awaken?
Awaken is an AI-powered platform designed to enhance contact center operations and agent performance. It focuses on improving key metrics such as quality assurance, customer satisfaction, and operational efficiency. The platform aims to support businesses in various industries by providing intelligent tools to optimize their customer interactions and internal processes.
The platform offers a suite of products including Real-Time Agent Assist for immediate support, Conversational Analytics for interaction insights, and Auto QA for automating quality checks. These tools help businesses ensure compliance, reduce fraud, uplift revenue, and promote agent wellbeing, with integrations available for existing systems. Awaken caters to diverse sectors including BPO, insurance, finance, government, and retail.
Features
- Real-Time Agent Assist: Provides agents with immediate support and information during customer interactions.
- Real-Time Agent Guidance: Offers live guidance to agents to improve performance and adherence to protocols.
- Dynamic Scripting: Delivers adaptable scripts to agents based on the conversation flow.
- Conversational Analytics: Analyzes customer interactions to derive insights and improve processes.
- Auto QA: Automates the quality assurance process for contact center interactions.
- Integrations: Allows seamless connection with existing contact center systems and tools.
Use Cases
- Improving Quality Assurance in contact centers
- Enhancing Customer Satisfaction through better agent support
- Ensuring Compliance and detecting Fraud in customer interactions
- Boosting Operational Efficiency in call centers
- Increasing Revenue Uplift via optimized customer service
- Supporting Agent Wellbeing with assistive AI tools
- Solutions for Business Process Outsourcing (BPO) providers
- Tailored applications for the Insurance industry
- Support for Finance and Banking contact centers
- Tools for Government Crisis Management communication
- Optimizing customer service for Retail and E-commerce businesses
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