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In a context of rapid digitalisation and increased competition, customer relationship management is a major strategic issue for banks. Whether in physical branches, digital channels or customer relationship centres, institutions must adapt their practices, technologies and business needs to meet new customer expectations while maintaining a high level of service.
Compliance with stringent security standards (PSD2, GDPR, KYC, AML, PCI DSS, Basel III, ISO 27001, DORA, etc.) is a key challenge in managing customer relationships in the banking industry. It requires banks to balance data protection, smooth customer journeys and regulatory compliance, while ensuring a high level of trust and security across all communication channels, whether physical or digital.
Faced with increasingly demanding and connected customers, banks must rethink their customer relationship journey by focusing on hyper-contextualisation and reducing customer effort. It is no longer just a matter of responding to requests, but of anticipating needs, personalising each interaction and simplifying procedures across all channels. This can be achieved by combining data intelligence, fluid tools and proactive agents.
The availability of bank agents is a key factor in boosting customer satisfaction and loyalty. Customers expect quick, accessible, and personalised responses across all channels. To meet these expectations, banks must adapt their tools, opening hours, and communication methods. Improved accessibility strengthens trust and enhances the bank’s image of proximity.
Empowering bank employees also involves providing them with effective customer relationship tools by offering them tailored digital solutions (CRM, CCaaS, CXaaS, etc.). Well-equipped advisors feel more valued and are able to create a high-quality customer experience. This combination of human skills and technological tools is becoming a key factor in customer satisfaction and loyalty.
Private banking requires a highly qualified, secure and available contact centre that is capable of providing a high level of personalisation in its interactions.
Professional banking requires an agile, competent and solution-oriented contact centre that is capable of responding quickly to business challenges.
The retail bank wants a highly industrialised and automated contact centre capable of handling large volumes while maintaining service quality.
Online banking must offer a digitalised, instant, agile and multi-channel contact centre with maximum automation and expert agents.
Take advantage of our modular omnichannel contact centre cloud solution, designed to support your growth.
Unleash the power of AI to orchestrate smooth, intelligent, and seamless customer journeys across all channels.
Maintain quality control with real-time monitoring and compliant recording of interactions.
Instantly connect your customers with the right expertise in your agency, for a smooth and personalised experience.
Up to 50 seconds saved per call thanks to the bot’s ability to identify the customer’s intention and identity quickly and reliably.
Up to 20%reduction in call transfers thanks to Odigo’s strong integration with the IS and CRM systems of most banks.
Up to 40% reduction in calls handled by agents with Odigo’s AI to handle requests and free up agents’ time for value-added tasks.
Up to 15% improvement in reachability of banking agents in branches by providing them with tools tailored to their needs.
Odigo helps its more than 250 clients optimise their customer relations and helps agents better manage their interactions and become more efficient.
For 40 years, Odigo has been investing in innovation and cutting-edge technologies: public and private cloud, artificial intelligence, CRM connectors, QM, WFM.
We’re an operator, publisher, integrator with deep expertise in the sector gained through providing contact centre technology to some of Europe’s largest banks.
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