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Give your customers what they want

Victor
Victor Nguyen UK & IR Business Leader

Customer demands have increased exponentially because customers interact more frequently with businesses. They want their interactions to be convenient, timely, efficient, and, above all, tailored to their needs.

Give

From customer service…

In the not-so-distant past, clients didn’t tweet, they didn’t share posts, or send instant messages. Their interaction with your business was minimal, and your knowledge of them was fragmented. The best companies provided excellent customer service and that was enough. It’s not any more.

Customer demands have increased exponentially because customers interact more frequently with businesses. They want their interactions to be convenient, timely, efficient, and, above all, tailored to their needs. They also expect to be able to talk to businesses through the same channels they talk to everyone else: voice, mail, chat, text message, social, and video. Organizations that can keep up and provide a seamless multi-channel customer experience reap the benefits. According to Gartner Group, businesses that prioritize customer experience generate 60% higher profits than their competitors.

…to customer experience

How can you keep up with your customers’ ever-changing demands? How can you provide the experience that customers are looking for? Technology is on your side.

Customer interaction might be at an all-time high but with the proper tools your business will be ready to handle any query at any time. The same technology that makes it easier and faster for customers to connect can also be leveraged by businesses to help them connect the dots.  Powerful, holistic tools like Odigo for Salesforce, optimize engagement and productivity by sorting, prioritizing, and routing queries to the best suited agents. AI and advanced analytics provide more automation and shared intelligence, and this translates to real business value.

Happy agents, happy customers.  

The equation for a successful contact solution is simple: happy, fulfilled agents equal happy, satisfied customers. At Odigo, we understand the value of great customer experience and we know how to empower your agents to give personalized answers that make your customers feel satisfied and valued.

The Odigo cloud platform provides you with the flexibility and scalability to grow your business and benefit from the latest innovations in customer experience. It includes a user friendly Odigo agent desktop that fully empowers the agent to handle conversations quickly and effectively, no matter the volume. An omnichannel agent console puts queries in context, matching the right agent with the right question. Agents get a 360-degree view of customer interactions from all channels in one place, so they can get straight to the heart of the matter. Self-service bots are also on-hand to help agents with repetitive, tedious tasks, freeing agents to focus on complex queries. But Odigo doesn’t only deliver software, our team of experts will help you optimize your customer service operations.

Complete your toolkit at the Call & Contact Center Expo

You can explore the capabilities of Odigo for Salesforce along with other innovative solutions at the Call & Contact Centre Expo in London. This year the Expo will celebrate pioneers that transform the way businesses engage with their customers. Their innovative solutions will help call and contact centers take their customer experience to the next level.

Fifteen companies will be competing for awards in three categories:

  1. The Security Solution of the Year Award credits the importance of compliance and trust within the provision of customer experience.
  1. The Best Engagement Solution Award recognizes the challenges faced in employee and customer engagement, from workforce management and gamification to customer management technology.
  1. The Best Communications Provider Award celebrates the impact that unified communication solutions have on improving business innovation, profitability, collaboration, and customer experience.

Join us at the Call & Contact Centre Expo on March 27-27th and see which solution your organization can implement to gain an advantage in this fast-paced and ever-changing market.

Victor Nguyen
UK & IR Business Leader

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It’s been a year now since COVID-19 struck and changed the way people communicate and deliver customer experience (CX). To succeed, businesses have adapted to changing behaviors, and a clearer picture of what has worked, and what hasn’t, is coming into view. So based on lessons learned, how can contact centers optimize their remote work models?

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March 18, 2021 Skill-based routing: an evolving strategy that optimizes your agents’ strengths

Modern contact centers already use skill-based routing to connect customers to agents with the most relevant skills, enabling them to take advantage of specialized teams capable of effectively handling requests with greater accuracy. Read on to learn how skill-based routing is developing, and how the latest changes benefit customers, agents and contact centers.

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February 23, 2021 The 10 most revealing customer experience stats from 2020

2020 was a pivotal year for contact centers. The changes which occurred in the last twelve months will set customer experience trends for years to come. Read on to discover the 10 customer experience stats from 2020 that reveal the new landscape.

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