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Leverage the leading workforce management software solutions

Seamlessly integrate leading workforce management software solutions to ensure your contact centre has the right number of people with the right skills at the right time.

Optimise contact centre performance with workforce management software solutions

Get great results from your agents:

  • Increase productivity by making more efficient use of your agents’ time and improving schedule adherence.
  • Reduce time spent planning by deploying a single multi-channel, multi-site scheduling software solution.
  • Improve customer satisfaction by ensuring you have sufficient agents available for peaks in interaction traffic.
  • Enhance agent experience by giving them choice and diversity in their tasks and enabling shift swapping.

Master the workforce management equation with software solutions

Balancing quality objectives, operational constraints, agent skills, and interaction demand is a complex and constantly changing equation. Get the insights and control you need to achieve the best outcomes for your customers and agents, with Odigo workforce management software solutions.

End-to-end workforce management software solutions for your contact centre

Agent management

A single solution for managing employee profiles, work rules, skill profiles, work preferences, legal constraints and shift swapping between agents.

Forecast management

In-depth views of multichannel traffic history, forecasting by activity or skill, special event tags and weekly volume assessments.

Planning management

Multichannel planning (monthly, weekly, daily) with a multi-site management option, scenario simulations and mobile apps for agents.

Monitoring

Fast insights into agent activity and multichannel adherence, projections, KPIs and enable statistical analysis (net staffing, average handle time (AHT), quality of service (QoS) and more).

Odigo partners with Verint, a global leader in workforce management software

Verint

Odigo works with Verint to provide you with workforce optimisation (WFO) solutions that enhance your contact centre performance.

Leveraging workforce management software with Odigo

Workforcement management software solution insights

November 25, 2022 3 min Invest in seamless CX with secure IVR payment options

Despite the development of omnichannel payment methods, customers still expect to be able to make secure payments via telephone. This is not surprising given it remains the most popular channel for customer service. How do IVR payments meet this need?

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November 24, 2022 3 min BFCM and CCaaS: using Black Friday and Cyber Monday to your advantage 

Is your brand is looking to maximise its potential revenue during the Christmas shopping season, starting with Black Friday and Cyber Monday (BFCM)? Combine your planned promotions and delivery options with AI-led, promotional communications with customers to provide so much more than run-of-the-mill customer service.

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November 15, 2022 3 min NLP challenges in the contact centre industry

There may be hype surrounding AI but many organisations have already made NLP investments in their contact centres. How have they found the experience and what are the motivations driving them? Davies Hickman and Odigo reveal the reality and perceptions of European business executives in the second eBook in the 2022 AI for CX series.

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See how Odigo integrates with workforce management software

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  • Reduced wait times
  • Improved agent experience
  • Increased efficiency
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