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Achieve seamless customer experiences through omnichannel services

Link cross-channel interactions with each customer into meaningful conversations.

How can Odigo omnichannel solutions improve your customer service?

Data-driven approach

Operationalise your customer data to provide personalised customer experiences across all channels while enriching your database.

Comprehensive customer view

Automation-based qualification means agents have an in-depth view of the customer’s profile and the history of their conversations with your brand. Natural language understanding (NLU) and semantic analysis provide context for reliable omnichannel services.

User-friendly routing

Guide your customers with an interaction flow designer and intelligent routing rules based on context, intent, skills and distribution criteria to optimise customer and agent experiences and achieve the best and most convenient resolution.

Augmented agents

Turn your agents into brand ambassadors by using ergonomic tools (unified console, agent assist) and workforce optimisation solutions (workforce management, quality monitoring) so they are better prepared and more satisfied with their work.

Comprehensive customer view

Turn interactions into meaningful conversations that exceed expectations through unprecedented personalisation.

Increased access

Deliver omnichannel services to your customers that cater to their preferences.

Maximised operational efficiency

Increase your net promoter score (NPS), customer satisfaction (CSAT) and employee experience through omnichannel services that utilise agile and evolutive tools.

Better performance on every channel


Strengthen your abilities to deal with this increasingly crucial customer service channel.


Send accurate responses to complex customer service queries and avoid potential overloads.

Live chat

Provide timely and context-based support from your virtual or human customer service agents.

Social media

Improve communication with customers on emerging channels.

Instant messaging

Respond to customers’ needs in real-time.


Cut wait times and communicate with all customers, on any phone.


Assist customers by seeing what they see, using co-browsing.

Solving their CX challenges with Odigo omnichannel services

Experience Odigo omnichannel services – get your free trial

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  • Personalised customer journey
  • Improved agent performance
  • Reduced customer churn
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The Odigo™ solution gives us access to insights we didn’t have.
Sébastien Passedouet
Director of Services and Customer Relations PMU
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The ease of integration with our CRM, Salesforce and the omnichannel capacity are the main advantages of the Odigo platform for Luminus.
Stephan Cludts
Manager Customer Experience & Care
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Since we installed Odigo, our resolution rate has increased by 20%.
Chantal Guilmain
Digital and Client UX Director
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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
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Odigo has been a’s partner for a few years now and is a vitally important partner.
François Julia
Customer Relationships Director
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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
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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
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.
Alexandra Texier Product Marketing Manager


Alexandra Texier

Omnichannel customer service insights

April 16, 20214min 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? One way is to harness the transformative power of automation. By handling more and more use cases, an omnichannel bot can drive customer service efficiency, reduce costs and enable banking advisors to focus on high-value interactions.

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January 26, 2021 The ultimate channel strategy is channel-less

Personalised channel management strategies are crucial to meeting customer expectations. Since providing multiple channels is now an industry standard, a true differentiator is the effective integration of different cross-channel interactions into one smooth conversation. Customers expect the same seamless experience with brands that they enjoy in their private lives, and contact centre channel strategies must reflect that reality.

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November 23, 2020 Channel-less customer experience is built on personalisation

The COVID-19 pandemic has wreaked havoc on long-established business models and thrown into disarray organisations’ short and long-term plans. As a new reality has forced a radical shift in customer experience (CX), contact centre managers eager to stay competitive must adjust to changing customer needs and expectations, with personalisation topping the list.

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Read about omnichannel services and more from our experts

Alexandra Texier
Alexandra Texier Product Marketing Manager Odigo

Discover the benefits of our omnichannel services 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?

Read the use case

Most frequently asked questions about omnichannel services

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What is omnichannel?

Omnichannel is used to refer to the multitude of channels through which a customer makes contact with a brand. Conversations between brands and customers can begin on one channel, such as chat, and move to another channel, such as voice or phone, flowing smoothly and seamlessly without a loss of context.
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What is the difference between omnichannel and multichannel?

Both terms refer to connecting with customers through multiple channels. Unlike multichannel, however, an omnichannel strategy uses said channels in tandem with each other to create a unified experience for the customer so that they may achieve a purchase-related goal or solve a product-related problem.
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Why should you use/deploy an omnichannel strategy?

Omnichannel strategies have the potential to deliver big value for a brand because they empower agents with important contextual information while creating a brand experience that caters directly to customer needs. It allows brands to interact with customers on the channels they prefer, when they prefer.
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What are the different omnichannel channels?

Voice, e-mail, chat, SMS, instant messaging, social media, and video are all different channels deployed in the omnichannel experience. Customers have the option to switch back and forth between these channels because they all take place within a single unified history.
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What is an omnichannel environment?

An omnichannel environment is a platform, usually a piece of Contact Centre as a Service (CCaaS) software, that is able to manage all the channels that a brand deploys in its customer experience strategy (CX).
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What are the benefits of omnichannel?

Using a data-driven approach, an omnichannel strategy gives a comprehensive view of the customer. This allows customers to communicate with brands through the channel of their choice. The result is a rewarding, unified customer experience that’s reflected in both brand revenue and contact centre metrics such as AHT, NPS, etc.