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Awaken Intelligent Agent

Integration done by partner

Intelligent Agent from Awaken is a web-based application that guides agents through their often complex customer engagements. With it’s advanced scripting and integration capabilities, the solution guides agents dynamically to the ‘Next Best Action’ reducing time wasted on calls by dramatically simplifying the agent’s workload within a single interface.


  • Reduce wasted time when interacting with customers
  • Improve CX with better first call resolution rates
  • Truly understand staff wellbeing and support agent retention
  • Scale contact centre operations rapidly
  • Radically improve agent onboarding timeframes
  • Engage customers in their chosen language


Agent Desktop Automation

Agents can log into multiple applications within Intelligent Agent’s single interface using APIs to pull and push customer data from the correct place and write back to any relevant systems, ensuring accuracy, saving time and reducing training.

Unified Desktop

Agents have a single view of relevant information, which removes the need for agents to log in or navigate into multiple applications during the customer interaction.

Dynamic Scripting

Our scripting technology guides the agent to provide the right information at the right time and in the right context within the customer engagement, seamlessly linking with multiple back-office applications and databases, providing only what is needed.

Next Best Action

Our technology intelligently suggests to an agent “what to do next” – Dynamic guidance for agents based on what the customer is asking for, and suggests the next best action to drive one contact resolution and improve the customer experience.

Multilingual Guidance

Allows your customers to engage with you in their chosen language with real-time digital agent guidance in 38 languages.

Advanced Reporting and Dashboa

See the complete picture of your contact centre through business insights, digital improvement insights and compliance alerts all at the click of a button.


Intelligent Agent – Solution Brief
File type: APPLICATION/PDF ·File size: 68 kB
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