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April 16, 2021 leverages automation to free up agents for more complex tasks

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Overview is the official European distribution channel of the French railways (SNCF) for online sales of high-speed and conventional rail travel throughout France and Europe. They have sold 1 billion tickets since their creation in 2000 and receive an average of 16 million individual visitors per month on their various channels.

Key metrics


of the reasons customers contact are handled with an Odigo™ solution.


of customers say they are satisfied with their shopping experience.

The challenge

Reliability and flexibility are essential to’s services, which is true of its customer contact solution. Customers need to be able to resolve queries related to their travel plans quickly, efficiently and via any channel of their choosing. Since transaction volumes are always high and can reach up to 40 tickets sold per second,’s customer contact solution must be able to scale up to meet peaks.

The solution

Odigo partners closely with to help develop continuously evolving solutions to its unique contact center needs.’s ambition is to transform from a purely transactional customer relationship model to one focused on customer relations. The expertise and capabilities of the Odigo teams make this change possible while maintaining and constantly improving customer contact satisfaction levels.

The benefits

Increased agility

As’s customers expect swift reactions, its contact centers are more flexible, efficient and scalable with their Odigo solution.

Robust technology

With high commercial stakes, it is key for that its solution runs smoothly at all times.

Greater customer insights

Their Odigo solution enables to respond on all channels with greater understanding of how customers use each of these channels.

Improved natural language processing (NLP) capabilities

Abandoning the interactive voice response (IVR) strategy of ‘press one for…’, is now using the voice recognition technology of Odigo. logo is the official European distribution channel of the French railways (SNCF) for online sales of high-speed and conventional rail travel throughout France and Europe. Company website link
Scope and features
Digital tourism

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  • Excellent customer experience
  • Rewarding agent experience
  • Improved contact center efficiency
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