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Automation-based qualification and self-service boosts contact centre performance

Automation tailored to your contact centre’s needs improves customer experience and maximises agent efficiency.

Harness the power of automation: from qualification to issue resolution

Higher FCR

Improve your first contact resolution rates (FCR) with automatic skills-based transfers to the agents ideally suited to handle an interaction.

Lower AHT

Reduce your average handle time (AHT) with effective automation-based qualification and self-service options that streamline customer journeys.

Improved agent experience (AX)

Give agents more time to concentrate on high-value interactions by automating basic tasks.

Rewarding customer experience (CX)

Don’t make customers repeat themselves. Deploy a self-service system that passes relevant information on to live agents.

Learn more about our automation and qualification features

Omnichannel bot

Automate your interactions with customers on any voice or digital channel.

IVR

Discover how 30+ years of experience in managing vocal journeys through interactive voice recognition (IVR), augmented with natural language processing (NLP), can streamline your automation-based qualification process.

NLU

Our 15+ years of natural language understanding (NLU) experience drives AI innovations that facilitate natural conversations with your customers.

Solving their contact centre challenges with Odigo automation

See Odigo automation-based qualification in action

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  • Convenient self-service
  • Maximised agent efficiency
  • Improved first contact resolution rates
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 Discover the benefits of automation in our use cases

Provide 24/7 customer support while freeing up agents’ time with an omnichannel bot

With banks reducing their number of brick-and-mortar locations, how can they continue to deliver rewarding, personalised customer experience?

OmnichannelChatbotCallbotVoicebot
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Maximise existing AI by integrating it with a CCaaS solution that consistently manages customer interactions

How can a healthcare provider deliver consistent, end-to-end customer experience across channels through a single platform?

AIBotOmnichannelNLP
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We believe automation is a way to streamline qualification processes and maximise efficiency for fast, convenient and effective service. But automation must also enable trained professionals to focus on customer experience that needs the human touch.
Raffaele Ferrara Product Marketing Manager at Odigo
Raffaele Ferrara
Malakoff Humanis Isabelle Rault-Diamé
14% of our incoming call flow is automated. Of that 14%, 47% is managed without the help of an agent.
Isabelle Rault-Diamé
Customer Relationships Director

Malakoff Humanis

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Chronopost Frédéric Bernard
We observed an improvement in regards to ease-of-management and reporting, which has led to increased productivity and better management.
Frédéric Bernard
Customer Experience Director

Chronopost

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Mr. Bricolage
Since we installed Odigo, our resolution rate has increased by 20%
Chantal Guilmain
Digital and Client UX Director

Mr. Bricolage

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KparK
Our customer relations centre uses an Odigo solution. It works perfectly. We chose Odigo because it allowed us to virtualise customer relationships.
François Banse
Digital and Field Marketing Manager

KparK

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OUI.sncf
Odigo has been a OUI.sncf’s partner for a few years now and is a vitally important partner.
François Julia
Customer Relationships Director

OUI.sncf

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  • Malakoff Humanis
  • Chronopost
  • Mr. Bricolage
  • KparK
  • OUI.sncf

Experience Odigo CCaaS solutions – Get your free trial

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  • Personalised customer journeys
  • Improved agent performance
  • Reduced customer churn
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Automation and qualification insights

May 31, 20223 min Using state-of-the-art agent supervision technologies to improve contact centre results

The role of supervisor directly affects the contact centre agent experience. The tools that are available to supervisors impact how they can perform the role. High-performing agent supervision tools should be capable of supporting supervisors by letting them organise metrics visually for quick reference and function in hybrid working conditions. Aurore Carrie explains it all.

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May 23, 20223 min Celebrating contact centre culture: how to promote positive futures

It can be easy to forget that the contact centre industry is full of passionate and motivated individuals. Historial bad press and publicity on burnout and turnover could fool anyone into thinking the idea of contact centre culture is not grounded in reality. Today however, there is a lot of focus around human-centric values, empathy and wellbeing, with good cause. Inspired by the recent Get Out of Wrap podcast it’s time to talk about promoting a positive future for contact centres.

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June 1, 20213 min Make your vocal branding a strategic customer relationship asset

2021 has ushered in the age of voice, meaning a brand’s vocal identity is nearly as important as its logo. As voice assistants are increasingly becoming part of our daily lives, brands must grasp and meet the latest challenges of vocal branding. To ensure customers easily recognise them without the help of a logo or graphic interface, brands first need to ask themselves the right questions.

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Read about automation strategies and more from our experts

Raffaele Ferrara
Raffaele Ferrara Product Marketing Manager at Odigo

Elisabeth De Longeaux
Elisabeth De Longeaux Product Marketing Manager at Odigo