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Connect all your voice and digital channels with CCaaS solutions that orchestrate omnichannel customer journeys, increase customer satisfaction and elevates agent experience.
Drive agile automation strategies that improve your customer self-service capabilities and enable your agents to focus on high-value interactions requiring unique skills and empathy.
Use intelligent routing to improve first contact resolution (FCR) rates by swiftly matching your customers to the agents best suited to assist them.
Deploy AI tools that enhance your capabilities in sentiment analysis and enable ‘agent assist’ functions, streamline processes and maximise operational effectiveness.
Increase contact centre efficiency by leveraging tools that enable you to measure performance (real-time agent supervision, statistics and analytics), assess quality of service (recording and quality monitoring) and organise staff with workforce management.
Choose a CCaaS provider that is also a telecom operator – delivering end-to-end, scalable, cloud-based solutions coupled with a global voice network and open APIs for the adaptability and security you need to succeed.
Odigo is the only global CCaaS provider that acts as an integrator and telecom operator. With offices, points of presence (PoP) and data centres around the world, we help our clients transform their customer experience locally and support their international expansion strategies.
In 2023, Frost & Sullivan confirms Odigo, as the European CCaaS provider of choice for replacing on-premises solutions.
Odigo named a Visionary in the 2021 Gartner® Magic Quadrant™ for Contact Center as a Service for the second year in a row.
Leader for Growth on the Frost & Sullivan Frost Radar™: European CCaaS Market, 2021.
Odigo named a Leader in the ISG Provider Lens™ CCaaS 2022 report.
Public services is an umbrella term for a diverse variety of organisations: from well established national institutions to newer organisations that spring up from legislative change. This varying level of maturity and function can create very different user experiences and relationships with public services. Odigo is a trusted partner for European public services and is experienced in applying innovative technology to help manage interactions despite public sector specific challenges : interaction volume and complexity, the changing political landscape, data security and universal accessibility. When this needs to be achieved while promoting positive customer relationships and outcomes on a large scale, how can these public facing organisations use Contact Centre as a Service (CCaaS) solutions to provide outstanding public services?
Today, beyond the technological feats of AI, automation and the cloud, the focus of contact centre managers should remain on customers. This means that selecting Contact Centre as a Service (CCaaS) solution that works with existing customer relationship management (CRM) solutions should be a top priority for every contact centre manager. Read on to learn about the competitive edge your organisation can get by seamlessly integrating its contact centre with its CRM.
The short-term, transactional nature of the sales representative-client relationship has evolved into an enduring, committed partnership that deepens over many years. Forward-thinking organisations need to provide more than just technology as contact centre managers are looking for solutions ideally suited to present needs and future visions, along with trusted, dependable support.
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