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Optimise your customer and agent engagement

Happy agents make happy customers. Maximise agent engagement for satisfying customer and agent experiences.

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The benefits of optimised customer and agent engagement

Increased customer satisfaction (CSAT)

Deliver convenience, speed and personalisation to help you optimise customer retention and engagement.

Motivated, engaged agents and employees

Happy, engaged agents work harder for your customers – give them the tools to minimise stress and maximise performance.

Maximised contact centre efficiency

Self-service driven by intelligent automation (IA) allows your agents to focus on high-value interactions that require human empathy and human skills while bots handle the rest.

Enhanced brand reputation

In a competitive market, offering your customers experiences that exceed their expectations is a great way to drive growth.

Learn more about how to optimise your customer and agent engagement

Unified agent console

Manage all channels in one intuitive console that can be integrated with your CRM and external business tools. Empower your agents with a console that provides comprehensive customer views over all channels.

360-degree customer overview

Aggregate data from every device, channel and business tools, such as your CRM. Achieve complete and comprehensive views of customers’ profiles and interaction histories.

Outbound



Be more proactive and achieve customer loyalty by using outbound calls intelligently.

Softphone Web RTC

Provide real-time, next-generation phone line connections over the Internet. Give your agents the flexibility to communicate with customers wherever they are.

Callback

Eliminate Eliminate frustrating wait times and give your customers the option to schedule a callback at a time convenient for them.

IVR payments

Offer secure interactions with a fully PCI-DSS certified solution. Utilise an IVR that enables convenient and secure methods to protect your customers’ confidential data and ensure encryption.

Interactive widget

Operationalise raw data so you can focus your efforts. Customise your console to only include the relevant information you need to drive your business and enable customer engagement optimisation.

Solving real-world contact centre challenges with Odigo

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

Read the success story
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

Read the success story
  • Malakoff Humanis
  • Chronopost
  • Mr. Bricolage
  • KparK
  • OUI.sncf

See how you can optimise customer engagement with Odigo

  • Reliable omnichannel access
  • Comprehensive customer views
  • Maximised contact centre efficiency
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The greatest brand differentiator today is customer experience. We design solutions that empower organisations to optimise customer and agent engagement through memorable journeys that are as effortless as they are satisfying.
Elisabeth De Longeaux Product Marketing Manager at Odigo
Elisabeth De Longeaux

Read more on customer and agent engagement optimisation from our expert

Elisabeth De Longeaux
Elisabeth De Longeaux Product Marketing Manager at Odigo

Insights on how to optimise customer and agent engagement

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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May 3, 20213 min How contact centres are finetuning work from home

It’s been a year now since COVID-19 struck and changed the way people communicate and deliver customer experience (CX). To succeed, businesses have adapted to changing behaviours, and a clearer picture of what has worked, and what hasn’t, is coming into view. So based on lessons learnt, how can contact centres optimise their work from home models?

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December 10, 2020 Reshaping user experience and improving agent satisfaction through gamification

Meeting KPIs and customer expectations requires top-notch operations and cutting-edge technology, but the human touch is vital to developing brand-customer relationships. When it comes to customer experience (CX), training and empowering employees with tools is important but ensuring their happiness is key. In recent years, the gamification of user experience has become a much-vaunted method to raise contact centre agent morale. But does it actually work? Read on to find out.

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