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.
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.
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.
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.
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.
Allows your customers to engage with you in their chosen language with real-time digital agent guidance in 38 languages.
See the complete picture of your contact centre through business insights, digital improvement insights and compliance alerts all at the click of a button.