Awaken

Awaken is an AI-powered agent assistance and analytics platform designed specifically for contact centres. It helps organisations improve call handling quality, operational efficiency, and customer experience by providing real-time guidance to agents and deep insights into every interaction. The platform integrates with existing telephony and CRM systems to deliver actionable intelligence across voice and digital channels.

Awaken’s real-time Agent Assist surfaces contextual prompts, knowledge articles, and next-best actions while an agent is on a call, reducing handling time and improving first-contact resolution. Its advanced speech and interaction analytics automatically transcribe, categorise, and score calls, enabling teams to identify root causes of issues, compliance risks, and coaching opportunities at scale. The platform offers configurable workflows, quality assurance automation, and custom dashboards so leaders can track KPIs such as AHT, NPS, CSAT, and adherence in one place. Built-in alerting and reporting help operations teams quickly spot trends, process gaps, and training needs.