Odigo drives banking transformation with a new Banking CCaaS solution

Odigo, a leading European provider of Customer Experience technology solutions, presents its new Banking CCaaS proposal, a modular and scalable solution specifically designed to address the current challenges of the banking sector. This solution enables institutions to extend the Contact Centre beyond its traditional role, connecting customer service with all departments of the organisation and enhancing each interaction with greater intelligence, personalisation, and agility.

In an environment where digitalisation is mandatory, with an increasingly demanding regulatory framework for the different players in the sector, and combined with new user habits, Odigo proposes an evolution of the contact centre toward a comprehensive model that extends across the entire organisation. This model combines artificial intelligence, omnichannel tools, and connectivity with the banking core to deliver a smoother, safer, and more personalised experience.

“The banking sector needs to take a qualitative leap in the way it engages with customers. Our approach connects all touchpoints of the bank — branches, digital channels, agents, and internal systems — to anticipate customer needs and create more efficient and human interactions,” explains Javier Llosá, global co-CEO of Odigo.

Time savings, resource optimisation, and improved operational efficiency Thanks to this solution, Odigo’s clients who adopt it will improve their processes in terms of operational efficiency. Odigo for Banking enables a reduction of up to 40% in calls handled by agents thanks to automation and artificial intelligence. It also reduces unnecessary transfers between departments by 20%, optimising available resources and saving up to 50 seconds per interaction through its integration with the main CRMs in the financial sector.

Thus, Odigo for Banking enables institutions to adapt to a hyperconnected customer through personalized and proactive service at every touchpoint, while ensuring regulatory compliance by aligning with key frameworks such as GDPR, PSD2, KYC, AML, ISO 27001, and DORA. This guarantees a high level of data and process protection without compromising the customer experience.

This solution complements Odigo’s offering with specific solutions for each segment of the banking sector (from private banking to B2B and online banking).

With this launch, Odigo strengthens its commitment to this segment as a strategic market and supports financial institutions in their evolution toward a new customer relationship paradigm: smarter, safer, and more human-centered.

To discover more, visit : Optimise customer experience in the Banking industry | Odigo