Awaken Intelligent Agent is a real-time agent guidance and call scripting technology solution for contact centres. This powerful contact centre software supports each agent by guiding them with the 'next best action' and providing them with all the tools they need to deliver exceptional customer interactions. Awaken Intelligent Agent links multiple systems together in a single, unified desktop, meaning agents can handle all their interactions from one place. Reducing call lengths, removing downtime, and resolving calls quicker. +Features Through a 100% web-based application, Awaken Intelligent Agent enables the proactive development of call scripts and workflows to support any of your contact centre processes and campaigns. Scripts are built using a library of system controls that act as building blocks which can be customised to look and behave however you need. From simple single-page forms to more dynamic scripts, Awaken Intelligent Agent provides a single interface point, meaning any process can be followed easily, regardless of where information is housed. -Graphical editing   Drag-and-drop editor utilises accessible low-code, with 40+ controls that can be combined to create scripts for any contact centre process.  -Unified desktop   Consolidates disparate systems through integration to give agents a unified interface.  -CTI, CRM and media screen pop   Common-key link between telephony and contact guidance for on-demand screen pop-up of appropriate scripts for incoming records, calls and media.  -Data extracts   Scheduled or run on demand. Extract the data from the scripts when required.  -Social and email integration   Facebook, Twitter and Email feeds linked to scripts for consistent customer experience across channels.  -API   Wizard-driven integration for JSON web-services and database access for bi-directional data transfer between scripts and external sources.  +Benefits section -Reduce training time by up to 70%   Agents can focus on one topic at a time, instantly becoming experts on every single call. As a result, agents require less training and can focus on providing optimum service.  -Reduce handling times by over 30% Cost-per-call is kept in check by allowing the scripting process to lead every customer interaction. -Improve employee retention by over 25% Empowering agents to focus on conversation rather than process improves their experience and boosts employee loyalty. -Dynamically present information when required Processing time for complex processes is dramatically reduced by presenting the right information at the right time. -Enable effective knowledge retention and transfer Input from top performing agents is retained, helping to train new employees swiftly and protecting the business from rapid agent turnover.  -Provide a consistent customer experience Change the information displayed to the agent depending on what the customer is asking. Agents are able to navigate complex processes at any point. -Adhere to compliance rules   Workflows ensure industry-specific compliance, using rule-based guidance.