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Google — a solid Odigo partner

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.

Why Google?

It only makes sense that Odigo would align with Google, a global leader in the field of AI. Google’s approach to AI has long been rooted in the idea of open-sourcing their tools, making them a natural collaborator. Moreover, Google has proven itself to be committed to developing AI capabilities for understanding language, thereby serving a very basic human need. This is proof enough that Google’s mission closely aligns with Odigo’s.

How Odigo and Google have grown together

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.

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What can Odigo and Google achieve together?

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.

Explore the relationship between Odigo and Google

Odigo becomes Google Cloud Contact Centre AI Partner

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.

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Our new platform enhances Odigo’s value by enabling you to find solutions that help deliver the CX that you know you’re capable of. 
December 16, 20212 min Odigo announces the integration of Google Dialogflow CX with its conversational AI offer

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.

Google
February 22, 20214 min Odigo becomes Google Cloud Contact Centre AI Partner

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.

Google
June 19, 20192 min Odigo now integrates with Google Cloud’s Contact Center AI

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.

Google
December 16, 20213 min NLU: a component of NLP that’s crucial to good CX

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.

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July 27, 2020 Data, NLP, and sentiment analysis – customer experience gamechangers

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.

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October 25, 2019 The call centre is dead, long live the hub of conversational interactions

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

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