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For over 35 years, Odigo has been helping brands improve their CX through innovative CCaaS solutions. To stay a leader ahead of the pack and evolve its CCaaS offer, Odigo partners with technological leaders capable of helping Odigo extend its functionalities. IBM is a trusted business ally and Odigo is committed to working alongside this market leader to discover and expand new business opportunities.
The story of the Odigo-IBM partnership first began in 2018 in the UK when Odigo – before confirming its strategy towards the public cloud in 2020 – helped some of its clients leverage IBM’s private cloud hosting services by renting cloud space on IBM’s data centres. That same year in Spain, the two companies used their collective expertise to develop for an Odigo client a connector integrating the CCaaS platform with IBM Watson, IBM’s flagship AI product. In 2020, that joint connector was made available as an off-the-shelf solution to all customers.
The Odigo-IBM partnership further strengthened in 2021, when IBM began reselling Odigo CCaaS solutions. Initially, the two companies worked together in the Spain and UK markets, with discussions already underway about collaboration and resale opportunities in other EU markets.
IBM’s AI innovations complement Odigo’s ability to facilitate interactions between agents and customers, and Odigo’s interactive voice response (IVR) is boosted thanks to IBM’s information and communications technology (ICT) capabilities. Through Odigo and IBM’s multi-layered partnership, the two companies have proven the ability to win new clients together, this ever-expanding partnership looks forward into the future, ready and determined to reach new markets.
Voice is still the dominant channel in customer service, which means optimising speech recognition software using the latest best-in-class technology is a must. The good news is that solution providers are making quality improvements to speech processing software that are producing new sources of data that are not just usable, but actionable. Corentin Messerschmitt explains.
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.