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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.
A single solution for managing employee profiles, work rules, skill profiles, work preferences, legal constraints and shift swapping between agents.
In-depth views of multichannel traffic history, forecasting by activity or skill, special event tags and weekly volume assessments.
Multichannel planning (monthly, weekly, daily) with a multi-site management option, scenario simulations and mobile apps for agents.
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 works with Verint to provide you with workforce optimisation (WFO) solutions that enhance your contact centre performance.
Markets: United Kingdom
Industry: Financial Services and Insurance
Artificial Intelligence (AI) is one of the most talked-about technological advancements of the moment, but how can organisations in the public sector use it to power a self-service bot strategy that drives results for customers, while improving internal efficiency and regulatory compliance? Read on to find out what public sector bodies need to consider when implementing contact centre automation.
The role of telemedicine in healthcare is increasing and digitalisation is helping to deliver better outcomes for UK patients and healthcare providers alike. Read on to find out why the healthcare contact centre sits at the heart of this evolution, and how Contact Centre as a Service (CCaaS) solutions are leading the way.
Just a few years ago instant messaging (IM) was viewed as an optional feature, only utilised by the most forward-thinking contact centres. Today it’s an indispensable channel in any brand communication strategy. What has led to IM’s popularity and how is it changing customer experience (CX)?