AWAKEN INTELLIGENCE LIMITED

Awaken Conversations

Automatically analyse, score, and understand interactions with customers.

Combining words with sentiment and emotion, results in a
true understanding of the voice of the customer, improving training and customer service.

Enable your business to analyse 100% of calls to unmask customer
insights and improve contact centre performance in the cloud.

Features

• Automatically transcribe and analyse calls and social/email contacts
• Build a 360-degree view of the customer journey
• Compliance monitoring and automatic number redaction
• Understand the voice and emotions of your customers
• Automatic categorisation of calls to view reasons for contact
• Manual and Automatic Quality Assurance scorecarding
• Customisable applications and categorisation of calls
• Access call recordings alongside transcriptions
• Keyword searchability

Benefits

• Analyse every interaction within your contact centre
• Build a 360-degree view of the customer journey
• Quality Assurance on up to 100% of customer interactions
• Full Transcription of Recording or Interactions
• Identify opportunities for improvements
• Improve Average Handling Time
• Identify fraudulent agent behaviour
• Ensure compliance statements are adhered to
• Voice of the Customer Identify trends and areas for improvement
• Increase sales performance

£2 a unit an hour

• Education pricing available
• Free trial available

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

• Modern Slavery statement

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at simon@awaken.io. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 13

Service ID

785984832369146

Contact

Simon Black
+44-20-7078-7518
simon@awaken.io

Service scope

• Software add-on or extension: No
• Cloud deployment model:
  • Public cloud
  • Private cloud
• Service constraints: There are no constraints. In order to gain the most out of the solution, we recommend you to record calls in the highest quality possible to improve transcription accuracy.
• System requirements:
  • Access to web browser
  • Internet connection

User support

• Email or online ticketing support: Yes, at extra cost
• Support response times: We cover emails in UK office hours 9-5, and outside of those times, it won't be handled unless phoned in as an emergency or out of hours request. The usual response time to tickets is usually under 30 munites. This is subject to change depending on the ticket request.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: None or don’t know
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: No
• Onsite support: Yes, at extra cost
• Support levels: We include initial Professional Services support with each sale of our software, to ensure that our new customers have prompt access to the resources they need without the worry of additional costs. This time is used to educate on best practices, perform knowledge transfer, and train the trainer and project management. Call-off hours: Each sale also includes a number of pre-paid PS hours that can be drawn on and used by a specific date. This allows new customers to access non-support assistance, custom development, and solution guidance that is not always covered under standard support.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: At the start of any project, we provide training and a point of contact at Awaken to ensure a smooth deployment of the system. There is also documentation available which covers all aspects of the system. ; ; Additional training and building out of applications would be charged at an extra cost.
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: Bulk extraction via JSON can be downloaded
• End-of-contract process: All information and data is available to the customer to be able to download and extract on to their own local storage or import into their new system. Access to database and API is included within the initial cost.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Chrome
• Application to install: No
• Designed for use on mobile devices: No
• Service interface: No
• User support accessibility: None or don’t know
• API: Yes
• What users can and can't do using the API: Users can process interactions via the API and they can also perform searches on the data.
• API documentation: Yes
• API documentation formats: PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Users can build and customise their own applications within the system. ; ; Set permissions and access levels to view and edit aspects of the system.

Scaling

• Independence of resources: All systems are scaled appropriately with a resource governor restricting usage.

Analytics

• Service usage metrics: Yes
• Metrics types: Usage reports are always run on your application and can be configured to have alerts to the wallboards in the support team if any of the usage metrics spike. These reports are typically for internal use only however some customers do request monthly reports showing information important to them.
• Reporting types:
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Up to Baseline Personnel Security Standard (BPSS)

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations: United Kingdom
• User control over data storage and processing locations: Yes
• Datacentre security standards: Complies with a recognised standard (for example CSA CCM version 3.0)
• Penetration testing frequency: At least once a year
• Penetration testing approach: ‘IT Health Check’ performed by a CHECK service provider
• Protecting data at rest: Encryption of all physical media
• Data sanitisation process: Yes
• Data sanitisation type: Deleted data can’t be directly accessed
• Equipment disposal approach: A third-party destruction service

Data importing and exporting

• Data export approach: Users are able to extract their data through the user interface
• Data export formats: Other
• Other data export formats: Json
• Data import formats: Other
• Other data import formats: Json

Data-in-transit protection

• Data protection between buyer and supplier networks: TLS (version 1.2 or above)
• Data protection within supplier network: TLS (version 1.2 or above)

Availability and resilience

• Guaranteed availability: 99.95%
• Approach to resilience: All service components are distributed across multiple availability zones within AWS UK
• Outage reporting: Email alerts

Identity and authentication

• User authentication needed: Yes
• User authentication: Username or password
• Access restrictions in management interfaces and support channels: The application is driven by roles and permissions used to restrict access to data and capabilities.; Support is handled through company standard support channels.
• Access restriction testing frequency: Less than once a year
• Management access authentication: Username or password

Audit information for users

• Access to user activity audit information: Users contact the support team to get audit information
• How long user audit data is stored for: At least 12 months
• Access to supplier activity audit information: Users contact the support team to get audit information
• How long supplier audit data is stored for: At least 12 months
• How long system logs are stored for: Between 6 months and 12 months

Standards and certifications

• ISO/IEC 27001 certification: No
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: No
• Cyber essentials plus: No
• Other security certifications: No

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: No
• Security governance approach: Available on request
• Information security policies and processes: Available on request

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Change management to processes and system configuration are covered by a Scope of Work (SoW) where expectation, impacts, risks and mitigation are tracked and addressed. Deliverables, acceptance and sign off are agreed within the SoW
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Identify vulnerabilities from the following sources regularly:; • cve.mitre.org; • vendor notifications; • product notifications; Assess vulnerabilities by:; • Match vulnerability against system, service, product, or software; • Identify if vulnerability is publicly accessible or if it is only available internally; • Triage vulnerabilities and assign CVSS scores by including organisation specific mitigations or priorities; • Categorise vulnerabilities into fix, acknowledge or investigate buckets.; Prioritise vulnerability fixes by:; • Considering accessibility by the largest number of potential attackers; • Considering the technical and business impact if exploited; • The complexity of the exploit; • Identifying what you need to fix
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Application and network logs are all shipped to a centralised log consolidation platform. Analysis of logs allows the configuration of proactive alerting and detailed analysis of all devices.; Incidents are logged to internal company case management system for prioritisation. Based on priority, incidents are dealt with accordingly
• Incident management type: Supplier-defined controls
• Incident management approach: We have a helpdesk ticketing application to monitor and track issues with both software and service.

Secure development

• Approach to secure software development best practice: Supplier-defined process

Public sector networks

• Connection to public sector networks: No

Social Value

• Fighting climate change:

  Fighting climate change

  Our technology supports and enables agents working from home which reduces agents commuting to their work environment.
• Covid-19 recovery:

  Covid-19 recovery

  Our technology supports and enables agents working from home which reduces agents commuting to their work environment. This supports agents that still need to shield but also supports social distancing. We support contact centres employ agents from all different locations and communities due to our agent guidance capabilities.
• Tackling economic inequality:

  Tackling economic inequality

  Our technology guides agents through their role, which in turn reduces training down to under a week which reduces the barrier for entry and enables people that need to retrain quickly.; As the agents are guided through their roles we often see a 20% increase in productivity.
• Equal opportunity:

  Equal opportunity

  We are committed to ensuring there is transparency in our own business and in our approach to tackling modern slavery throughout our supply chains, consistent with our disclosure obligations under the Modern Slavery Act 2015. We expect the same high standards from all of our consultants, suppliers and business partners, and as part of our contracting processes, we include specific prohibitions against the use of forced, compulsory or trafficked labour, or anyone held in slavery or servitude, whether adults or children, and we expect our Suppliers to hold their own Suppliers to the same high standards.
• Wellbeing:

  Wellbeing

  Our technology analyses the emotion in a person’s voice so especially post covid we can analyse an employees emotion in their voice over a specific period to see if their mental wellbeing is increasing or decreasing.

Pricing

• Price: £2 a unit an hour
• Discount for educational organisations: Yes
• Free trial available: Yes
• Description of free trial: We will provide our customers with a two-week free trial, with full access to Awaken Conversations. You will be able to process a pre-defined number of hours during the trial.

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

• Modern Slavery statement

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at simon@awaken.io. Tell them what format you need. It will help if you say what assistive technology you use.