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London, October 26, 2023 – In the 2023 edition of its Frost Radar™: European Cloud Contact Center Market, Frost & Sullivan names Odigo as the European leader in terms of market share and positions the group among the leaders in the Growth and Innovation categories. In Europe, the sector continues to move towards greater maturity, with a rapid migration from on-premises solutions to the cloud. The goal of this transition is not to transfer existing solutions, but to capitalize on this transformative phase to reconsider the way we welcome and qualify our customers (omnichannel welcome portal), particularly through the use of Artificial Intelligence (AI).
In its report, analyst Frost & Sullivan outlines the market’s specific requirements and highlights Odigo’s strengths in addressing them. The Frost Radar™ report states:
This trend is also emphasized in recent research, the “Voice of the European Contact Center Consumer” conducted by the ECCCSE. Consequently, there is an growing demand for advanced technology to provide greater support to agents. Artificial Intelligence (AI) is the solution. Currently, consumers are utilizing self-serve options primarily for simple inquiries before making purchases. For more complex queries, they desire and expect highly personalized interactions with an agent. In this scenario AI assists the agent by providing context, detecting emotions in conversations, suggesting real time guidance (RTG) and recommending the next best action (NBA). AI equips the agent the necessary information to swiftly resolve the queries, ensuring customer satisfaction is achieved during the initial interaction.
The Odigo™ solution already has an open ecosystem centered around its platform featuring APIs and connectors to best-in-class CRM, WFO/WFM, AI, and UC solutions ensuring the deliver of the best possible customer experience. Additionally, Odigo launched its Odigo Connect marketplace in March 2022. The marketplace serves to connects Odigo’s existing and potential clients with carefully chosen technological partners and solutions providers, joining forces to provide the best customer experience available in the market. Odigo’s marketplace (Odigo Connect) lists over 40 software publishers.
Odigo is innovating its platform to extend the boundaries beyond the contact centre to connect and utilise subject matter expert employees accross the enterprise to enhance customer experience. To accomplish this, Odigo already provides connectors for MS Teams and Ring Central MVP.
Support is a crucial element of a successful cloud migration. In terms of Customer Relationship solutions in the cloud, nothing better than a provider that is also an integrator and telecom operator to ensure an end-to-end service. This gives customers a degree of flexibility that is difficult to match. Odigo, with extensive experience in migration projects for key account customers, has implemented a proven support methodology. With a core expertise in omnichannel orchestration, Odigo offers a cloud-native CCaaS platform that spans more than 100 countries. Odigo supports large enterprises in sectors such as finance, government, transportation, retail and utilities. Active across much of Europe, Odigo identifies the United Kingdom as one of its fastest-growing markets, particularly in the government sector.
“With a cloud-first tradition for the contact center, Odigo maintains its market leadership in Europe among CCaaS operators holding the largest market share. Headquartered in France but with a presence across Europe, Odigo exemplifies the power and influence of locally established operators that use their knowledge and understanding of Europe’s distinctive conditions for a competitive advantage. As more enterprises continue the transition to the cloud for contact centers, Odigo is well positioned to help them.”
Bernie Arnason, Industry Principal.
“We take great pride in being acknowledged for our leadership and distinctiveness in a highly competitive and rapidly expanding market. Odigo meets the specific needs of each market in which we operate with an innovative, scalable and robust omnichannel offering. Odigo is a technology company with expertise in customer relationships and we empower large organizations rethink their approach and the boundaries of the contact center and shaping the future of customer relationships. We firmly believe in the potential of the extended contact center, uniting all the strengths and expertise within a company to serve its customers.”
Jean-Denis Garo, Head of Product Marketing, Odigo.
About Odigo
Odigo provides Contact Center as a Service (CCaaS) solutions that facilitate communication between large organizations and individuals using a global omnichannel management platform. With its innovative approach based on empathy and technology, Odigo enables brands to connect through the crucial human element of interaction, while also taking full advantage of the potential of digital. A pioneer in the customer experience (CX) market, the company caters to the needs of more than 250 large enterprise clients in over 100 countries.
Visit us: www.odigo.com/
Contact us: contact.us@odigo.com
LinkedIn: https://www.linkedin.com/company/odigo/
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