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2021 Frost & Sullivan Frost Radar™ for the European CCaaS market

In the 2021 edition of the Frost Radar™ for the European Contact Center as a Service (CCaaS) Frost & Sullivan has recognized Odigo’s solutions for their openness, scalability and robustness. Odigo’s values of humanity, commitment and openness proves that when you lead with empathy, growth follows.
2021 Frost & Sullivan Frost Radar™ for the European CCaaS market
15 mars 20223 min min of reading

The 2021 edition of the Frost Radar™ for the European Contact Center as a Service (CCaaS) market has named Odigo as the leader in Europe. In a sector that comprises more than 150 vendors of varying size, Frost & Sullivan positioned Odigo in 1st place for growth and also as one of the top European providers for innovation. You can read the press release in full here.

The analyst indicates that Odigo is particularly well-placed to take advantage of increasing CCaaS demand by large enterprises because of three key differentiators: openness, scalability and robustness. Odigo has the ability to effectively manage customer interactions and provide the most adaptable solution to ensure the best customer experience (CX) possible. But what does it mean to be open, scalable and robust? 

Openness means a world of possibilities

Odigo’s open platform offers easy integration with existing ecosystems, helping large organizations in adopting new, secure technologies as quickly as possible. This means that you can seek out the latest tools, add-ons and third-party connectors to platforms like Google Dialogflow CX that let you get the most functionality out of a customized CCaaS solution. Odigo’s idea of openness also extends to our commitments to our clients. We not only bring customer interactions to life with our centrally-managed omnichannel solution operating in real-time, but we do so in a cost-effective way. Our consumption‐based pricing model allows customers to pay only for what they use, another reason Frost & Sullivan has recognized Odigo as a leader.

Scalability means handling peaks

Odigo’s platform is optimally designed to be reliable, scalable, and flexible for large contact centers, thanks to being cloud-based from the start. Frost and Sullivan cited Odigo’s focus on adding new capabilities to enhance agent experience (AX) and usability, including customized UI, unified consoles, bots, interactive widgets, workforce management and quality management, among others. Even during abrupt shifts in working patterns, such as the rise of working from home during the COVID-19 pandemic, Odigo extends support and minimizes disruption to even the biggest contact center operations. Our solutions manage huge volumes of interactions, unexpected peaks and fits with the complex nature of global enterprises. 

Robustness means confidence

As the largest European Contact Center solutions provider in the cloud, Odigo has a proven track record of market experience, customer referrals, and a comprehensive proprietary portfolio that has enabled the company to build an extensive presence in France, Belgium, the Netherlands, Spain, Germany, and the UK. Its robustness allows it to handle crises, embrace trends, innovate with AI solutions and be a future-proof partner in a fast-moving and competitive customer experience market. Frost & Sullivan sees Odigo as well-positioned to take advantage of the increasing CCaaS demand by large enterprises. It should continue building a sound marketing strategy around its scalability, connectivity, and reliability capabilities.

Growth: the most important of all

Thanks to  the main indicators that Frost & Sullivan cited in recognizing Odigo, we have achieved the top growth in the European market thanks to our direct go-to-market strategy and a fast-growing channel network. These are assets, combined with over 35 years of market experience and a comprehensive proprietary portfolio, that have helped Odigo build an extensive presence throughout the European continent. 

Absolutely none of this would be possible without Odigo’s single-minded focus on customers and agents alike, as well as the values of humanity, commitment and openness. When you lead with empathy, growth follows. For a full rundown of why Odigo is a growth leader and one of the top overall CCaaS firms in Europe, get a downloadable copy of the Frost & Sullivan Frost Radar™ for the European CCaaS market, 2021.

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