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Leverage the full potential of customer data by integrating multiple communication channels to enrich interactions and contact centre strategies.
Utilise NLU-based qualification, pre-qualification bots and semantic analysis so every channel contributes to a deep understanding of customer context.
Accelerate your customers towards FCR on any channel leveraging their history for personalisation, advanced routing, and seamless channel switching.
Empower your agents with tools like a unified console and agent assist, alongside workforce optimisation solutions, to improve their efficiency and satisfaction.
Transform every interaction into a meaningful conversation with unprecedented personalisation, catering to customer preferences and enhancing satisfaction.
Deliver consistent, high-quality omnichannel services at every touchpoint, from voice to live chat and social media, ensuring convenience and eliminating repetition.
Increase your net promoter score (NPS), customer satisfaction (CSAT) and employee experience through omnichannel services that utilise agile and evolutive tools, all in a single cloud-based omnichannel contact centre solution.
Optimise this core channel, preferred by customers for an increasingly complex spectrum of contexts.
Provide precise, personalised replies for highly efficient and accurate asynchronous customer care.
Manage fast-paced, high-visibility conversations and rapidly route customers to the help they need.
Engage customers using familiar interfaces, rich content and convenient asynchronous conversations.
Ensure accessibility across all mobile devices and message visibility thanks to high open rates.
Leverage a face-to-face channel to connect, collaborate and visualise problems remotely.
Be present and offer real-time agent-led or AI support at key moments in your customer’s journey.
With banks reducing their number of brick-and-mortar locations, how can they continue to deliver rewarding, personalised customer experience?
Effective omnichannel services and strategies enable brands to connect with their customers anytime, anywhere and from any device for convenient, effective and smooth customer journeys.
Covid-19 has accelerated an evolution in the way utilities’ customer services are delivered. Companies have had to change how they interact with customers, and digital channels have risen in importance. Read on to find out why embedding intelligent automation is key to great customer service as the utility sector looks beyond Covid-19.
Odigo has been named as a Visionary in the Gartner Magic Quadrant for Contact Centre as a Service, making it the only European Contact Centre as a Service (CCaaS) provider to receive such Magic Quadrant positioning. We believe this prestigious recognition is due to Odigo’s efforts as a global actor in developing leading-edge cloud communication solutions for organisations across all sectors.
It's not easy for brands to meet customer's rising expectations. What’s the best way to offer them a rewarding experience and a consistent customer journey? By leveraging a Contact Centre as a Service (CCaaS) solution that allows brands to shift their focus from channels towards a seamless integration of all customer interactions within a single conversation.
An omnichannel contact centre integrates multiple modes of communication—such as email, voice, social media, and web chat—into a seamless customer experience. Unlike platforms where channels operate in isolation, an omnichannel approach ensures that all customer interactions are connected, regardless of the channel used. This eliminates channel silos, and the fully integrated data/histories can enrich contact centre decision making, data analysis and performance management. Additionally, agents can leverage previous interactions to personalise customer service and ensure journey continuity.
The primary distinction between an omnichannel and a multichannel contact centre lies in integration. While multichannel centres also support various communication methods, they typically operate in silos, lacking interconnectivity. An omnichannel contact centre, however, provides a unified view of the customer’s journey across all channels. This interconnectedness ensures consistency in customer interactions and enables smoother transitions between different communication methods and customer journey continuity. The resulting complete data set can also inform contact centre decision making and performance management.
Omnichannel contact centres offer significant benefits including improved customer satisfaction, increased operational efficiency, and enhanced data analytics. By delivering a consistent experience across all channels, businesses can meet customers’ expectations more effectively, positively impacting satisfaction and loyalty. Moreover, the integrated nature of omnichannel solutions allows for better resource management, intelligent automation and deeper insights into customer behaviours and preferences, facilitating more strategic decision-making.
Transitioning to an omnichannel contact centre requires a strategic approach. Businesses should start by assessing their current infrastructure and determining the necessary technological upgrades. Implementing a robust platform or solution integration that supports omnichannel capabilities is crucial. Training staff to handle multiple channels effectively and ensuring they can access complete customer histories will enhance service consistency. Additionally, regularly reviewing customer feedback to refine processes and technology will ensure the omnichannel system evolves in line with customer needs and expectations.
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