Cookie Settings

Request a demo

Get access to all the tools and information necessary for the customer's life cycle at Odigo by heading to our client portal

My Odigo
April 16, 2021

OUI.sncf leverages automation to free up agents for more complex tasks

Please accept marketing-cookies to watch this video.

Overview

OUI.sncf 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

50%

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

87%

of customers say they are satisfied with their shopping experience.

The challenge

Reliability and flexibility are essential to OUI.sncf’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, OUI.sncf’s customer contact solution must be able to scale up to meet peaks.

The solution

Odigo partners closely with OUI.sncf to help develop continuously evolving solutions to its unique contact center needs. OUI.sncf’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 OUI.sncf’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 OUI.sncf that its solution runs smoothly at all times.

Greater customer insights

Their Odigo solution enables OUI.sncf 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…’, OUI.sncf is now using the voice recognition technology of Odigo.

OUI.sncf logo
OUI.sncf
OUI.sncf 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
Industry:
Digital tourism
Markets:
Europe

See more great brands improving customer experience with Odigo

See an Odigo cloud contact center solution in action

Show more
  • Excellent customer experience
  • Rewarding agent experience
  • Improved contact center efficiency
Request a demo

Looking for more insights? Check out these blogs

May 31, 20223 Using state-of-the-art agent supervision technologies to improve contact centre results

The role of supervisor directly affects the contact centre agent experience. The tools that are available to supervisors impact how they can perform the role. High-performing agent supervision tools should be capable of supporting supervisors by letting them organise metrics visually for quick reference and function in hybrid working conditions. Aurore Carrie explains it all.

Show more
May 23, 20223 Celebrating contact centre culture: how to promote positive futures

It can be easy to forget that the contact centre industry is full of passionate and motivated individuals. Historial bad press and publicity on burnout and turnover could fool anyone into thinking the idea of contact centre culture is not grounded in reality. Today however, there is a lot of focus around human-centric values, empathy and wellbeing, with good cause. Inspired by the recent Get Out of Wrap podcast it’s time to talk about promoting a positive future for contact centres.

Show more
November 23, 20213 The agent experience, empathy fatigue and reducing your contact centre’s turnover rate

There are hard and soft costs associated with contact centre turnover, the rates of which have been rising in recent years. Focusing on agent-centric issues, such as empathy fatigue, could help you stem the tide of agent attrition. Read on to find out how to ease burnout, turnover and further costs.

Show more