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Voice of the Contact Centre Customer 2022

Discover what customers really think about contact centre services in 2022. The Call Centre Management Association (CCMA), supported for the second year by Odigo, have explored customer opinion in their Voice of the Contact Centre Consumer research.

Contact centre agent wellbeing 

Technological advances, like automation and self-service, mean that contact centre agents predominantly deal with complex, and often emotive customer queries. A holistic agent wellbeing strategy can support agents to prioritise their own mental health and influence a positive contact centre culture.

Agent Wellbeing

Why is the net promoter score relevant in 2022?

Net promoter scores are relevant because of their specific purpose in pursuit of a brand’s goal to maintain and improve relationships with customers. While it should be paid attention to, it is a guide to CX strategies rather than an achievement by itself. The goal is to maintain and improve customer relationships.

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Tailor-made CCaaS solutions that meet your customers’ needs

Maximise the value of your contact centre investment with Odigo services

Combine visionary contact centre technology with expert strategy and implementation consulting.
  • CX consulting

    Receive expert support in mastering evolving customer expectations and the wealth of technologies created to meet them.

    • Winning CX strategies
    • Leverage AI and automation
    • Successful omnichannel design
  • Integration services

    Deploy a contact centre solution that is fully optimised for your information systems and customer context.

    • Operationalise your data
    • Transition strategy
  • Professional services

    Design the optimal configuration of CCaaS capabilities for your business needs and continuously improve process efficiency and effectiveness.

    • Minimise time to value (TTV)
    • Long-term support
    • Maximise return on investment (ROI)
  • Customer Success

    Achieve rapid, seamless adoption of your contact centre and continuous, long-term improvements with Odigo as your expert partner.

    • Business processes efficiency
    • Support your business goals
  • Odigo Academy

    Help your people rapidly transition to your new contact centre solution and build expert skills for the future.

    • Emphasis on practical training
    • Continuous skill development
  • Support

    Ensure your contact centre provides the highest level of service to your customers, without disruption.

    • 24/7/365 service
    • Premium package with a dedicated team
  • Winning CX strategies
  • Leverage AI and automation
  • Successful omnichannel design
  • Operationalise your data
  • Transition strategy
  • Minimise time to value (TTV)
  • Long-term support
  • Maximise return on investment (ROI)
  • Business processes efficiency
  • Support your business goals
  • Emphasis on practical training
  • Continuous skill development
  • 24/7/365 service
  • Premium package with a dedicated team

Our clients experience enterprise-class results

3bn+ interactions/year

on voice, email, chat, messaging, social media

200+ experts

dedicated to helping businesses grow

250+ clients

located in 100 countries

Over 150,000 actives users

A global leader with a growing presence

Odigo solutions and strategies help over 250 clients in 100 countries around the world achieve customer experience success.

As an international leader in customer experience we have offices around the globe. Get in touch with an expert at an office near you or reach out to our headquarters for support in transforming your CX.

Some of the world’s leading analyst firms rank Odigo solutions highly

Odigo named a Visionary in the 2021 Gartner® Magic Quadrant™ for Contact Center as a Service for the second year in a row.

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Leader for Growth on the Frost & Sullivan Frost Radar™: European CCaaS Market, 2021.

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Odigo named a Leader in the ISG Provider Lens™ CCaaS 2021 report.

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What customers say about us and their Odigo solution

Mr. Bricolage
Since we installed Odigo, our resolution rate has increased by 20%
Chantal Guilmain
Digital and Client UX Director

Mr. Bricolage

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KparK
Our customer relations centre uses an Odigo solution. It works perfectly. We chose Odigo because it allowed us to virtualise customer relationships.
François Banse
Digital and Field Marketing Manager

KparK

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OUI.sncf
Odigo has been a OUI.sncf’s partner for a few years now and is a vitally important partner.
François Julia
Customer Relationships Director

OUI.sncf

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Malakoff Humanis
14% of our incoming call flow is automated. Of that 14%, 47% is managed without the help of an agent.
Isabelle Rault-Diamé
Customer Relationships Director

Malakoff Humanis

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Chronopost
We observed an improvement in regards to ease-of-management and reporting, which has led to increased productivity and better management.
Frédéric Bernard
Customer Experience Director

Chronopost

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  • Mr. Bricolage
  • KparK
  • OUI.sncf
  • Malakoff Humanis
  • Chronopost

See Odigo cloud contact centre solutions in action

  • Excellent customer experience
  • Rewarding agent experience
  • Improved contact centre efficiency
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*Gartner and Magic Quadrant are registered trademarks of Gartner, Inc. and/or its affiliates in the U.S. and internationally and is used herein with permission. All rights reserved.