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My Odigo

Give your customers what they want

Neil
Neil Titcomb UKI Sales Director – Odigo

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.

Neil Titcomb
Managing Director UKI

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May 24, 2022 3 minutes Rich communication services: the next channel for your contact center?

Contact centers strive to be accessible via as many channels as possible in order to meet growing customer preferences. Rich communication services (RCS) is sure to get a large piece of this pie because they are based on text messaging which is the mainstay of billions of mobile phone users, with 1.2 billion worldwide already being only a click away from having RCS-supported devices. What’s in store for contact centers?

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May 16, 2022 3 min How do CCaaS solutions support public sector challenges?

In Western Europe, the public sector occupies a special place in the customer relations landscape. Public sector services, country to country, have varying levels of maturity and therefore, different user experiences. These differences not only have a significant impact on the type of technological solutions needed to properly manage user relations, but also on the specific stakes of the public services: the volume and complexity of interactions, the weight of political power, data security, accessibility and the quality of the customer relationship. How can Contact Center as a Service (CCaaS) solutions meet the challenges of public services?

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April 28, 2022 3 min Why open APIs should power customer experience offered by contact centers

Current challenges of customer experience (CX) include keeping up with customers across a wide array of communication channels and accommodating agents who wish to work from home. When your existing Contact Center as a Service (CCaaS) solution can’t do it all, API-powered CX technologies can give your contact center the functionalities it needs to keep your brand competitive and your agents satisfied.

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