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The 2021 edition of the Frost Radar™ for the European Contact Centre as a Service (CCaaS) market has named Odigo as the growth leader, as well as one of the overall leaders in Europe. In a sector that comprises more than 150 vendors of varying size, Frost & Sullivan positioned Odigo in 1st place for growth and also as one of the top European providers for innovation. You can read the press release in full here.
The analyst indicates that Odigo is particularly well-placed to take advantage of increasing CCaaS demand by large enterprises because of three key differentiators: openness, scalability and robustness. Odigo has the ability to effectively manage customer interactions and provide the most adaptable solution to ensure the best customer experience (CX) possible. But what does it mean to be open, scalable and robust?
Odigo’s cloud-based solutions and open platform offer easy integration with eOdigo’s open platform offers easy integration with existing ecosystems, helping large organisations in adopting new, secure technologies as quickly as possible. This means that you can seek out the latest tools, add-ons and third-party connectors to platforms like Google Dialogflow CX that let you get the most functionality out of a customised CCaaS solution. Odigo’s idea of openness also extends to our commitments to our clients. We not only bring customer interactions to life with our centrally-managed omnichannel solution operating in real-time, but we do so in a cost-effective way. Our consumption-based pricing model allows customers to pay only for what they use, another reason Frost & Sullivan has recognised Odigo as a leader.
OOdigo’s platform is optimally designed to be reliable, scalable, and flexible for large contact centres, thanks to being cloud-based from the start. Frost and Sullivan cited Odigo’s focus on adding new capabilities to enhance agent experience (AX) and usability, including customised UI, unified consoles, bots, interactive widgets, workforce management and quality management, among others. Even during abrupt shifts in working patterns, such as the rise of working from home during the COVID-19 pandemic, Odigo extends support and minimises disruption to even the biggest contact centre operations. Our solutions manage huge volumes of interactions, unexpected peaks and fits with the complex nature of global enterprises.
As the largest European Contact Centre solutions provider in the cloud, Odigo has a proven track record of market experience, customer referrals, and a As the largest European Contact Centre solutions provider in the cloud, Odigo has a proven track record of market experience, customer referrals, and a comprehensive proprietary portfolio that has enabled the company to build an extensive presence in the UK as well as in France, Belgium, the Netherlands, Spain and Germany. Its robustness allows it to handle crises, embrace trends, innovate with AI solutions and be a future-proof partner in a fast-moving and competitive customer experience market. Frost & Sullivan sees Odigo as well-positioned to take advantage of the increasing CCaaS demand by large enterprises. It should continue building a sound marketing strategy around its scalability, connectivity, and reliability capabilities.
Thanks to the main indicators that Frost & Sullivan cited in recognising Odigo, we have achieved the top growth in the European market thanks to our direct go-to-market strategy and a fast-growing channel network. These are assets, combined with over 35 years of market experience and a comprehensive proprietary portfolio, that have helped Odigo build an extensive presence throughout the European continent.
Absolutely none of this would be possible without Odigo’s single-minded focus on customers and agents alike, as well as the values of humanity, commitment and openness. When you lead with empathy, growth follows. For a full rundown of why Odigo is a growth leader and one of the top overall CCaaS firms in Europe, get a downloadable copy of the Frost & Sullivan Frost Radar™ for the European CCaaS market, 2021.
Download a complimentary copy of the 2021 Frost & Sullivan Frost Radar™ report here.
About Frost & Sullivan
For the past 60 years, Frost & Sullivan has applied actionable insights to create a stream of innovative growth opportunities for companies, governments, and investors. We generate intelligence spanning 10 industries, 35 sectors, and 300 markets. Our innovative go-to-market strategies and proven implementation best practices have helped transform the business models of some of the world’s leading companies through our Growth Pipeline as a Service.
Odigo helps large organisations connect with individuals through world-class, cloud-based contact centre solutions. Its cutting-edge, proprietary technologies enable a seamless, efficient, omnichannel experience for its customers and a satisfying, engaging experience for service agents. Odigo serves more than 400,000 agents and business users globally. With a 25-year history of industry firsts, Odigo has more than 250 clients around the world.
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Ensuring effectiveness for complex organisations, offering a cloud-based suite of products, enabling seamless omnichannel experiences for customers and a satisfying experience for agents are Odigo’s main strengths highlighted in the ISG Provider Lens™ CCaaS 2022 report.