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CCaaS trends for 2026 reveal a market entering maturity — where measurable value, operational AI, modular platforms, and governance now define customer experience success.
As Europe rethinks its reliance on US technology, data sovereignty, regulatory pressure, and strategic autonomy are reshaping decisions around cloud and communications. What does this shift mean for organisations handling sensitive customer interactions?
Discover how Generative AI and Agentic AI are reshaping customer service. Based on Gartner’s latest insights, this article explores how contact centres can use AI responsibly — improving efficiency, accuracy, and customer satisfaction through data readiness, smart automation, and empowered agents.
Discover Odigo’s Ebooks, Reports, Guides and more to read in depth analysis and insights in the CX space.
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Read about the businesses building winning customer experience strategies with Odigo.
Solve your high-priority contact centre challenges with Odigo.
Odigo’s glossary of contact centre, call centre and customer experience vocabulary, terminology and abbreviations.
Odigo is one of just 12 CCaaS providers featured in the 2025 Gartner® Peer Insights™ ‘Voice of the Customer’ for CCaaS report—and one of only two European vendors recognised by the leading analyst firm.
Ziptone, a leading independent customer contact publication, surveyed over 70 European CCaaS vendors and conducted deep research into their technology stacks, compliance posture, and operational transparency.
In 2023, Frost & Sullivan confirms Odigo, as the European CCaaS provider of choice for replacing on-premises solutions.
Odigo named a Visionary in the 2021 Gartner® Magic Quadrant™ for Contact Center as a Service for the second year in a row.
Leader for Growth on the Frost & Sullivan Frost Radar™: European CCaaS Market, 2021.
Odigo named a Leader in the ISG Provider Lens™ CCaaS 2022 report.
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