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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 to optimise customer and agent experiences and achieve the best 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.

Rewarding customer experiences

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.
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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

  • Personalised customer journey
  • Improved agent performance
  • Reduced customer churn
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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


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

Mr. Bricolage

Read the success story
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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  • Malakoff Humanis
  • Chronopost
  • Mr. Bricolage
  • KparK
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.
Elisabeth De Longeaux Product Marketing Manager at Odigo
Elisabeth De Longeaux

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

Elisabeth De Longeaux
Elisabeth De Longeaux Product Marketing Manager at 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