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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

March 23, 2023 3 min Instant messaging belongs in your CX retail strategy 

The evolution of consumer behaviour and growth of e-commerce is creating the conditions for innovative and adaptive customer engagement. Discover the importance of integrating instant messaging (IM) into retail customer experience (CX) strategies. 

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March 16, 2023 3 min Quiet quitting and employee engagement: discover the link

When low engagement is both a driver and consequence of quiet quitting, improving it is a fundamental part of the solution. 

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February 21, 2023 3 min Quiet quitting: what is it and should contact centres worry? 

Quiet quitting or soft quitting has become a worldwide trend affecting every industry and profession. It may not be what you think though, and there are distinct differences that set it apart from the Great Resignation. Discover the details and find out what concerned contact centres can do in the face of this new influence on workplace culture.

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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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