Case Study: a leading government company supports public health response with Awaken Scripting

Supporting the British Government through a global crisis

The British Government faced the monumental challenge of rapidly onboarding over 20,000 new homeworking contact centre agents to manage a crucial public health response. With agents having no prior experience, they needed a solution for faster onboarding, reduced training times, and reliable in-call support to ensure every interaction was handled accurately. They selected the Awaken Scripting product Synergy from the vendor Awaken to meet this need.

Awaken implemented its intelligent agent guidance platform to present agents with the correct scripts and procedural steps in real-time during calls. This solution drastically reduced training requirements and enabled new agents to confidently navigate complex processes. The results included reduced call handling times, increased capacity, and the reliable delivery of critical public health information. In recognition of its performance, Awaken was subsequently granted official approved software provider status on the G-Cloud 12 Government hub.