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April 13, 2023 5 min of reading

DHL Parcel delivers with cloud-based contact center

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Deutsch Post DHL Group is the largest postal service and logistics company in the world. Boasting over half a million employees, the company has a presence in over 220 countries and territories worldwide. One of the units within this global enterprise is DHL Parcel. Dennis Camps, CS Application Executive at DHL Parcel and in charge of implementing the Odigo™ solution explains why DHL Parcel has chosen Odigo.

The challenge

DHL Parcel needed to transition to a CCaaS platform to offer its clients a swifter and more responsive service. On top of that, the company was looking for a solution that would make it much easier for its ambassadors to manage their client relationships. What was missing was also the ability to automatically route interactions to preferred agents.

The solution

The implemented Odigo™ solution includes:

  • Contact Center for Voice (in/outbound)
  • Callback
  • IVR
  • Voice Recording
  • Connector Salesforce. com
  • Verint WFM,
  • Verint QM
  • IP Telephony (hard- and softphone)
  • Speech Recognition
  • Service Numbers and call collection in all countries
  • SiP Integration.

The benefits

Call routing

After going live at DHL Parcel, the Odigo™ solution started making big improvements to call routing. With Odigo’s Automatic Call Distribution (ACD routing) solution, the issues associated with badly routed calls simply vanished. 

A single interface

Odigo’s Unified Agent Console integrates seamlessly within the Salesforce suite, which means that agents now have a much easier time in managing interactions. They no longer have to switch and toggle between screens and between applications. 

Remote working

When the COVID-19 pandemic struck in 2020, it turned out that the Odigo integrated softphone was just what DHL Parcel needed to make the transition to work-from-home. Odigo likewise passed the test when it came to onboarding new agents in a remote setting.

Pay per use

Odigo’s hassle-free approach to scale up or down contact centre operations turned out be just what DHL Parcel needed. This has been essential because the client could smoothly handle seasonal peaks (e.g., December holidays) and troughs of user traffic, without having to plan for extra capacity or to deploy additional hardware. DHL Parcel only pays for the interactions being managed by Odigo and not for the capacity being designed onto the platform.

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  • Excellent customer experience
  • Rewarding agent experience
  • Improved contact center efficiency
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