Awaken.io: AI-Powered Contact Center Optimization

Awaken.io is an AI-powered platform designed to enhance contact center performance through real-time agent assistance and conversational analytics. It empowers businesses to improve quality assurance, customer satisfaction, compliance, and operational efficiency while supporting agent wellbeing and revenue uplift. Built by Awaken Intelligence Ltd., the platform is used by over 850 brands across 40 countries and supports more than 113,400 calls monthly with over 300 scripts delivered daily. With features like ChatGPT-enabled assistant, automated QA scoring, low-code scripting, and seamless CRM and vtelephony integrations, Awaken.io delivers measurable results—reducing training time by up to 70%, increasing CSAT by up to 49%, and cutting employee turnover by 25%.

Key Features:

• Real-Time Agent Assist: Provides live support to agents during customer interactions.
• Real-Time Agent Guidance: Offers dynamic prompts and recommendations during calls.
• Dynamic Scripting: Enables customizable, context-aware scripts for agents.
• Conversational Analytics: Analyzes speech, voice, and text across calls for insights.
• Auto QA: Automates quality assurance scoring with AI-driven evaluations.
• Speech & Text Analytics: Delivers deep analysis of call content and customer sentiment.
• Reporting Dashboards: Offers visualized metrics on performance and compliance.
• Low-Code Scripting: Allows quick creation and deployment of call scripts.
• CRM & vTelephony Integrations: Connects with existing business tools for seamless workflows.
• Post-Call & Real-Time Analytics: Provides insights both during and after interactions.
• Live Audio Capture: Enables real-time monitoring of call audio.

Pricing: Awaken.io offers a usage-based pricing model, charging per concurrent user for voice analytics (minimum 500 hours/month) and per character for text analytics (minimum 3,000,000 characters). It also provides a free trial with rapid implementation and a guaranteed return on investment within 6 months.

Conclusion: Awaken.io is a powerful, AI-driven solution for modern contact centers, delivering transformative improvements in agent performance, customer experience, and operational outcomes. With its robust feature set, strong industry validation, and proven ROI, it stands as a leading choice for businesses aiming to optimize their customer engagement strategies.