Awaken Scripting: Reviews, Testimonials and Expert Opinions

Awaken Intelligent Agent helped NHS Test & Trace during the Covid-19 pandemic. The challenge was to onboard 20,000 new homeworking agents quickly and link multiple legacy systems. The solution provid...ed real-time agent guidance and dynamic scripting, meeting strict government regulations. The platform enabled 241,000 script runs per day, supporting agents with no prior contact centre experience. This improved call handling and supported the UK's public health response.
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Awaken's dynamic scripting tool helped STARS Vigilant Emergency Communications Centre improve crisis response services. STARS needed a flexible solution to connect agents with external systems and ca...pture essential emergency data. Awaken enabled direct integration with ArcGIS, FME Web Services, SQL databases, and more. STARS handled 113,400 calls and supported 34 agents using the solution. The centre now delivers a more consistent and seamless customer journey.
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Awaken's Dynamic Agent Guidance Solution helped a global claims handler in the insurance industry. The company replaced its legacy system, letting non-technical teams update scripts for claims calls.... Agents now upskill 70% faster and call times dropped by 30%. Managers use Conversational Analytics to check compliance. The customer journey improved, making claims processing easier and more consistent.
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Awaken Intelligent Agent helped Aquarius improve customer service. Aquarius used the solution to create over 300 scripts daily for its agents. The platform made it easy to escalate issues and share c...ustomer data quickly. This helped Aquarius meet important SLAs and deliver fast, frictionless support. The Managing Director said Awaken's technology is key to their timely resolutions.
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Synergy by Awaken Intelligence helps Aquarius Contact Centres manage 1,000 daily calls and emails with just 25 agents. The platform supports over 250 client campaigns, using 300+ scripts for seamless... customer experience. Awaken’s Dispatch enables fast escalation to the right contractor, improving workflow and SLA compliance. Aquarius relies on Synergy for web-based scripting, email integration, and dispatch intelligence. The technology ensures accurate data sharing and reduces resolution times for customer queries.
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Awaken Synergy and Dispatch helped STARS, a Canadian air ambulance service, manage 113,400 out of 146,304 calls in 2020. STARS needed a flexible call scripting solution to support diverse emergency c...ommunications and lone worker safety. Synergy enabled direct integration with ArcGIS, FME, and SQL databases, streamlining agent workflows. The system improved crisis response and unified agent desktops for seamless service. 25% of calls were lone worker alarms, handled by a dedicated team.
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