Demo

Get access to all the tools and information necessary for the customer's life cycle at Odigo by heading to our client portal

My Odigo
consolecustomizationwidget

Customize agent consoles with widgets for faster, more efficient customer service

Utility providers are accelerating their digital transformations. They are already collecting data through their customer relationship management (CRM) and enterprise resource planning (ERP) software or other tools, before analyzing and operationalizing it to provide more targeted, proactive customer experience. By providing agents with precise information that enables them to perform tasks, widgets achieve more personalized, effective customer service.
Customize agent consoles with widgets for faster, more efficient customer service

The overview

A gas and electricity provider has begun collecting data on its entire delivery process. With a more accurate segmentation of their market, they can promote a set of new, targeted offers, together with incentives to use resources at non-peak hours. They are also launching a promotional campaign to encourage customers to upgrade their installations. They need customer service solutions that enable agents to quickly and easily find the information they need to present these offers, without having to leave the console.

The challenge

Customizing agent consoles with targeted information

The utility provider wants to:

  • Customize consoles for agents based on needed skills, 
  • Provide all relevant information in agents’ consoles, so they don’t need to access multiple – data sources during a call,
  • Ensure that agents have the information they need, 
  • Demonstrate expertise, 
  • Increase flexibility, so that as their offers change, the consoles are enhanced.

The solution

Customizable widgets provide agents with targeted information and enable multiple functions within the agent console, including:

  • Based on region and usage
  • Updated in real-time
  • Enabled with instant pricing

Calculating costs and savings

  • On current or upgraded installations
  • For current or adjusted usage

Preparing and sending new contracts

  • Auto-filled with customer data
  • Attached to customer email in one clic

The benefits

Faster service
Enhanced customer engagement
Greater agent satisfaction
Increased sales of specialized offers
Effective up-selling and cross-selling opportunities

AI contextual routing workforce-management 3 ways to reduce contact center wait times and build customer loyalty

Reducing contact center wait times is foundational to improving customer experience (CX). Customers are abandoning brands that fail to respect their time, and switching to companies that find ways to continuously reduce contact center wait times. Deploying the right solutions positions contact centers to gain new customers and build lasting loyalty.

Read more
API CCaaS Cloud Migration Easily address scalability issues in a cost-effective way thanks to the cloud

The agility to meet demands while controlling costs is becoming even more crucial for organizations juggling peaks and troughs in traffic. The cloud provides a robust platform that combines security and reliability with flexibility that ensures an organization maximizes its resources and operational efficiency.

Read more
AI Bot NLP Omnichannel Maximize existing AI by integrating it with a CCaaS solution that consistently manages customer interactions

Optimize interactions with customers. Deliver consistent, end-to-end customer experience across channels through a single platform that enables coherent conversations by integrating third-party AI with Odigo AI.

Read more
AX CRM CX Salesforce Enhance agent and customer experiences by integrating our CCaaS solution with Salesforce CRM software

With consumers increasingly shopping online, retailers need to deliver an experience as reliable and convenient as the one they offer in brick-and-mortar stores. Crucially, they must facilitate agents’ work by giving them a one-stop interface that displays all customer information, but also enables the management of inbound and outbound calls and efficiently handles all omnichannel interactions.

Read more