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Odigo, a leader in solutions for contact centres, with over 35 years of expertise in improving CX, has a long and rich perspective on how to make it easier for contact centres to engage effectively and efficiently with their customers, integrating many critical tools needed to empower contact centre agents and satisfy the customers they are engaging with. One of the most important pillars of a smooth omnichannel customer journey is a Workforce Engagement Management (WEM) suite. Verint offers leading-edge solutions that help manage and motivate agents, as well as balance agent and bot activities in the contact centre so that customers get personalised care and support.
Odigo and Verint’s collaboration began in 2015 with integrating the Workforce Management and Engagement suite into our Contact Centre as a Service platform. Moreover, Odigo now hosts, operates and sells a range of Verint solutions (QM, Performance Management, Workforce Management, etc.) and Odigo experts are trained and certified by Verint. This has helped cement their partnership, leading to Odigo being selected twice as Verint’s “Cloud Partner of the Year”. Part of this success is linked to Odigo’s role as a Verint re-seller, with customers in France, UK, the Benelux countries and Spain.
Thanks to this years-long partnership, clients can get best-in-class solutions for their contact centres. Odigo provides solutions to manage interactions and deliver great customer experiences, and Verint strengthens agent engagement and optimises how the workforce performs overall. The synergy that comes from integrating these two worlds means motivated agents and better served customers – a win-win situation.
Contact center managers likewise have much to gain from this partnership. Agility is needed in day-to-day operations and an Odigo platform with Verint insights provides just that. Working from home, an option that has become a reality for many, is fully supported by Odigo and Verint. Contact center managers are now able to accommodate a range of work models, including remote work, in-work and hybrid work, which often vary due to local specificities. As a result, they can maintain smooth operations in a dynamically changing workplace. Looking ahead, Odigo and Verint will continue to sync their solutions to expand agility and flexibility in day-to-day operations, providing much-needed stability and workplace connectivity against a backdrop of ever-shifting employer and employee expectations.
To ensure optimal customer satisfaction, organisations should start by making sure their contact centre agents are as efficient as possible. A well-designed Quality Management solution can improve the performance of your agents by not only pinpointing their weaknesses but also by helping them improve through (self-)assessment processes and individual coaching. It will also assist in swiftly identifying the reasons for customers’ dissatisfaction.
Far surpassing the cost of telephone, technology, and real estate investments, human resources account for more than 50% of a contact centre’s expenses. With cost reduction in mind, implementing a smart Workforce Management solution (WFM) is an excellent investment. However, this tool offers numerous other benefits!