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

Pricing

£2 a unit an hour

  • Education pricing available
  • Free trial available

Service documents

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

7 8 5 9 8 4 8 3 2 3 6 9 1 4 6

Contact

AWAKEN INTELLIGENCE LIMITED Simon Black
Telephone: +44-20-7078-7518
Email: 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

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.