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Providing personalised experiences for customers and tailored solutions to clients is one of the best ways to achieve stand-out customer service. Odigo, a leading Contact Centre as a Service (CCaaS) solution provider, can give agents intuitive control of interactions with over 35 years of voice technology experience. Little things can make a big difference so engage customers with confidence using Pega’s customer relationship management (CRM) details on calls which have been set up for success by Odigo’s advanced qualification and routing.
As a Contact Centre as a Service (CCaaS) solution provider, Odigo is committed to scalability and openness, and we are proud to be the first CCaaS vendor joining the Pega Partner program.
Pega has a strong client base with the type of large complex organisations Odigo’s solution is especially suited for. Intuitive integrated tools that can handle massive call volumes are crucial to support agents while they keep customers moving through the queues towards first call resolution.
One Pega client was just such a complex organisation and had some very specific issues which Odigo helped overcome on a tight timescale. Migrating from a restrictive legacy system that lacked scalability was crucial for the organisation to provide modern digital service but presented challenges when it came to integration. Such a big change, despite the rapid growth and acceptance of CCaaS solutions, understandably resulted in a lack of confidence and some concerns. Odigo’s experience and proven track record of third party integrations was key to supporting the organisation’s next step and helping shape their vision for the future.
See Odigo in action
Odigo, a leading global provider of Contact Centre as a Service (CCaaS) solutions, today announced that it has joined the Pega Partners programme.
Enhancing customer experience (CX) by much closer and easier integration of the Odigo solution with 3rd party systems
Public services is an umbrella term for a diverse variety of organisations: from well established national institutions to newer organisations that spring up from legislative change. This varying level of maturity and function can create very different user experiences and relationships with public services. Odigo is a trusted partner for European public services and is experienced in applying innovative technology to help manage interactions despite public sector specific challenges : interaction volume and complexity, the changing political landscape, data security and universal accessibility. When this needs to be achieved while promoting positive customer relationships and outcomes on a large scale, how can these public facing organisations use Contact Centre as a Service (CCaaS) solutions to provide outstanding public services?
The global events that caused the mass shift to work-from-home operations could have ended badly for brands worldwide. However, it was proof of how resilient and flexible they can be as they implemented a new reality of work in real-time and responded to rapidly-evolving customer service expectations. Leading the charge for that brilliant response were Contact Centre as a Service (CCaaS) solutions designed with empathy and openness in mind for customers and contact centre agents alike. When clients respond positively to brands that use principled CCaaS solutions, leaders emerge and grow.
The European CCaaS provider named leader in the growth category
Routing customers to the right agent at the right time drives customer loyalty, engages agents and turns contact centres into value centres.