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Enabling Contact Centres to deliver measurable value
As customer expectations continue to rise, the contact centre is evolving from a reactive cost centre into a proactive value driver. The Gartner® report explores how Generative AI and Agentic AI are transforming customer service, offering new ways to enhance efficiency, agility, and customer satisfaction.The Gartner® Market Trend provides strategic insights into where automation adds the most value — and how organisations can implement AI responsibly to achieve the right balance between automation and human expertise.
✅ Understand the evolving role of Generative and Agentic AI in customer service✅ Learn how to identify interactions best suited for automation while preserving CX quality✅ Explore data-driven frameworks for achieving operational efficiency and measurable ROI✅ See how leading organisations are preparing their contact centres for the next wave of AI innovation
GARTNER is a registered trademark and service mark of Gartner, Inc. and/or its affiliates in the U.S. and internationally and is used herein with permission. All rights reserved. This graphic was published by Gartner, Inc. as part of a larger research document and should be evaluated in the context of the entire document.
Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.
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