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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

September 14, 20213 min What to bot and what to not: How and where to implement contact centre automation

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.

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September 8, 20213 min The healthcare contact centre needs digitalisation – CCaaS leads the way

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.

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August 3, 20213 min Instant messaging is now essential to brand communication strategy

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)?

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See how Odigo integrates with workforce management software

  • Reduced wait times
  • Improved agent experience
  • Increased efficiency
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