May22366 Build the Contact Centre of Tomorrow, Today Awaken Intelligence (Awaken) is a contact centre software solution company, which blends people with automation to create technology-empowered customer experiences. Its team are pioneers of innovative and flexible AI-driven software with products that are flexible, easy to work with, and adapt quickly as its clients’ call centres evolve and grow. Being recognised by Corporate Vision as the Best Cloud-Based AI Contact Centre Software Provider 2022 – UK, we take a closer look at what it can do for it clients. The Awaken Intelligence team has decades of combined experience in operating outsourced contact centres and providing software solutions, meaning its products are designed by contact centre people for contact centre people. With a loyal client base of recognised brands and channel partners, the Awaken team continues to strengthen and grow, enabling the company to reach more contact centres globally. While its main geographic locations are in the UK, Europe, and North America, the company does have clients all over the world with an ever-expanding client base in South America. The company works predominantly with contact centre organisations in regulated markets (such as insurance, financial services, and utilities), but also has deep expertise in other sectors including BPOs, automotive, retail, and the public sector. Awaken is the main agent guidance solution for the NHS Track and Trace programme (20,000+ agents), too. The company’s CEO, Simon Black states, “Awaken’s purpose is to create technology empowered solutions that are easy to use, forever evolving, and deliver outstanding returns for our contact centre clients. “We have been delivering market leading software that dynamically guide agents in real-time to the next best action but we have now enhanced our solution with AI to make the agent more efficient and dramatically improve the customer experience.” The Awaken solution is made up of two parts, Awaken Intelligent Agent and Awaken Conversations, and these can be deployed individually or as a complete platform. Its software is easy to use and can seamlessly integrate with client systems without any disruptions to agents or the customer experience. Through its unique solution, clients are able to listen to their customers, understand their needs, and guide their experience to deliver an exceptional customer journey – and all in real time. Listen - Capture every interaction, whether by voice call, voicemail, IVR chat, social media chat, email, or chatbot. Understand - Realise the complete journey for customers and agents by analysing all interactions and conversations, as well as need and sentiment using AI. Guide - Assist agents in finding the next best action in voice or digital customer conversations by using machine learning and AI to deliver the right information at the right time, based on what is understood and learnt about the customer needs. Due to the nature of the software (a cloud-based, unified desktop that sits on top of clients’ systems), there is little infrastructure disruption and minimal reliance on IT to implement. It also transforms the agent guidance process by highlighting issues in current customer processes, giving clients the ability to make amends to scripts instantly and providing sentiment analysis for all conversations. At the heart of everything Awaken does are its guiding principles; its team is fun, agile, and responsible when working with clients, curious about the market and its customers’ challenges, and always act with integrity and 100% effort. And the dedication of its customer success team ensures its customer retention rate is nothing short of exceptional. Simon Black comments, “Our staff are extremely important to us. We are lucky to say that we have vast amounts of contact centre and software experience that has fuelled our growth to date. “We also recruit people from other backgrounds, such as legal and other tech areas, to ensure our blend of skills is cutting-edge. When recruiting, we look for curiosity above all else, as we know that this helps push the boundaries of our capabilities.” Awaken is focused on being a rewarding and enjoyable place to work, be that developmentally and personally in terms of relationships formed. The strength of the relationships among the team helps to drive an honest and transparent culture that is a major driving force in the company’s growth. Indeed, growth is very high on Awaken’s agenda, with it taking great innovative strides within the agent guidance space, in particular around target assistance and driving a positive nextbest-action. There’s no denying that the rest of 2022 and 2023 are set to be extremely exciting for Awaken. Company: Awaken Intelligence Contact: Greg Taylor Email: [email protected] Website: awaken.io
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