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Enhance customer service workflows and streamline business processes with data connectivity across systems and a single interface for managing interactions.
Connect customers swiftly to the right agent to improve lead management and streamline marketing efforts.
Benefit from real-time data access and analysis to tailor experiences and journeys across all channels and touchpoints.
A single interface boosts user adoption and simplifies training, providing performance-enhancing features without adding complexity.
Improve AHT and FCR with AI recommendations and wrap-up suggestions based on the CRM customer data and real-time transcriptions from Odigo.
CRM data synchronisation and cross-platform functionality increase operational efficiency by monitoring unified statistics and dashboards.
Integration with Salesforce’s CRM enables a memorable experience for both customers and agents that leverages smart routing regardless of the channel for increased customer satisfaction. With an Odigo connector for Service Cloud Voice (BYOT), your contact centre can take advantage of a Salesforce native integration to automatically benefit from Odigo and the CRM innovations and boost performance with real-time Next Best Action recommendations and work summaries.
With an Odigo connector for Pega Customer Service CRM, combine Odigo’s expertise in voice call qualification and intelligent routing with Pega’s workflow orchestration. Together Odigo Open CTI and Pega CRM provide your agents with innovation, information and tools that make interactions enjoyable.
For customer advisors working on Microsoft Dynamics CRM console, enjoy Odigo CTI connector to boost both the agents’ productivity and enhance their working comfort. With this integration of Odigo Contact Center solution, enjoy seamless call management directly within the Dynamics console, while benefiting from Odigo’s powerful call qualification, automation, and routing capabilities.
How can a global retailer deliver an experience as reliable and convenient as the one they offer in brick-and-mortar stores?
CRM integration is key to delivering a personalised customer experience and facilitating the work of contact centre agents and therefore making a strong impact on your business.
Optimal integration between your customer relationship management (CRM) software with your contact centre as a service (CCaaS) solution requires firm knowledge about the capabilities of both, as well as a dedication to the customer experience (CX) and agent experience (AX) you want to provide. With that said, integration with readily-available CRM platforms can save money and boost performance.
Today, beyond the technological feats of AI, automation and the cloud, the focus of contact centre managers should remain on customers. This means that selecting Contact Centre as a Service (CCaaS) solution that works with existing customer relationship management (CRM) solutions should be a top priority for every contact centre manager. Read on to learn about the competitive edge your organisation can get by seamlessly integrating its contact centre with its CRM.
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.
Thibault Gilardoni is the Senior Partner Manager at Odigo. The journey which led him to Odigo began with an early passion for technology and time studying law and business management. After his studies Thibault spent 12 years in consulti…
CRM integration links your Customer Relationship Management (CRM) system with other contact centre solutions, such as CCaaS, ensuring seamless data flow and unified operations. Agents benefit from multiple tools sets but, with a good quality integration, a single unified console, enhancing workflows, not complicating them. It’s crucial for efficiency, providing a 360-degree customer view, and driving personalised customer engagements. In essence, it empowers your team to deliver exceptional service while optimising your business processes.
By integrating CRM systems with other tools, you gain access to comprehensive real-time customer insights which makes advanced personalisation possible. This approach ensures every customer feels valued and understood, significantly enhancing satisfaction and loyalty. It also streamlines communication across platforms, making every interaction more efficient and impactful.
Common hurdles include data inconsistency, system incompatibility, and user resistance. Overcoming these challenges involves ensuring thorough planning, selecting compatible systems, and providing comprehensive training to users. Prioritising data integrity and choosing flexible, scalable integration solutions can also pave the way for a smoother integration process.
Absolutely. CRM integration is pivotal for automating business processes by facilitating the seamless sharing of information across different platforms. This ensures accurate automated framework by fuelling systems with consistent, up-to-date data. Integration also ensures data continuity across platforms by intelligently duplicating records when necessary. Such automation not only minimises manual errors but also guarantees a unified customer experience, leveraging data to streamline interactions and operations effectively.
Key factors include compatibility with your existing systems, customisation flexibility, robust support and training, and a proven track record of successful integrations. Ensure the provider understands your business needs and can offer scalable solutions that grow with your business.
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