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Odigo is a leader in solutions for contact centres, with over 35 years of expertise in improving CX. Having such a long track record of helping brands improve their CX means having the foresight to continuously look out for new technologies to help CCaaS solutions evolve, including artificial intelligence (AI), and forge partnerships with forward-thinking minds in tech. Incorporating Google’s unparalleled resources helps us deliver AI solutions to contact centres and offer more advanced and personalised customer and agent experiences than ever.
In 2019, Odigo became a Google Cloud Technology Partner, as a reflection of its desire to move towards more integrations with third-party AI connectors. Two years later, Odigo became a partner for Google Cloud’s Contact Center AI (CCAI) solution, expanding Google Cloud’s geographical reach. From the start, there has been a mutual trust between these two technological leaders.
Odigo’s collaboration with Google further grew, extending to sales when a connector to Google Dialogflow CX was proposed to serve Odigo’s existing customer base with Google’s array of AI tools. After more than a year of close work, the connector was announced in December 2021.
This proud partnership has given contact centres conversation bots to provide customers convenient self-service options, as well as natural conversational experiences thanks to advances in voice quality. Additionally, channel-less communication links interactions from multiple channels into one smooth conversation in dozens of languages and dialects. From an agent standpoint, intelligent automation will power real-time agent assist tools that will provide agents with recommendations for increased efficiency and value-adding.
In their years working together, Odigo and Google have come together to provide highly valuable functionalities to contact centres that help agents do their jobs and customers get their needs met. As we move into the future, innovations that fine-tune machine learning and leverage natural language processing will shape the course of CX and brand engagement. With a growing partnership, Odigo and Google will push each other to leverage AI and create tools and strategies that can better listen and adapt to the needs of customers and contact centre agents alike.
Odigo is now a partner for Google Cloud’s Contact Centre AI (CCAI) solution. Odigo sales teams will work with Google Cloud to help existing and new clients to develop individual AI solutions for their specific CX needs. Access to Google Cloud’s AI technology makes Odigo’s solutions available to more people across the globe than ever.
Odigo is one of the first CCaaS solution providers to offer this option to better meet its customers' needs. In doing so, Odigo reaffirms its commitment and leadership in conversational AI solutions.
This year for the first time Odigo took part in the Google Cloud Summit Paris to announce its integration with Contact Center AI, the new Google Cloud suite specifically designed for contact centres.
Automated encounters are becoming an ever bigger part of the customer journey in industries such as retail and banking. Efforts to integrate human intelligence into automated systems, through using natural language processing (NLP), and specifically natural language understanding (NLU), aim to deliver an enhanced customer experience.
Delivering rewarding customer experience (CX) is not just a turn of phrase – it is crucial to organisations’ efforts to build loyalty. Combining human expertise with the precision of cutting-edge technology is the way forward, with more companies leveraging data and sentiment analysis to gain a more complete view of their customers. Understanding their needs is the only way to exceed their expectations.
Do you want to start a real conversation between the brand and its customers on the voice channel? To do so, it is recommended to automate customer relations in your contact centre. Using the right technologies to accelerate your automation trajectory makes your brand more available and efficient, resulting in increased customer and agent satisfaction