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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

11 January 2022 3 min Guiding energy companies through the winter crunch

This year, the UK has been in the grip of an energy crisis that has seen vendors squeezed between soaring wholesale prices and frustrated consumers, with many businesses going bust as they struggle to manage costs. Read our latest blog to find out how Contact Centre as a Service solutions can help navigate this crisis.

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4 January 2022 3 min Improve your contact centre’s performance with data visualisation

Contact centre reports reveal crucial information, is your organisation making the most of them? Data visualisation software helps you turn raw data into meaningful KPIs and determine courses of action. They are useful for contact centre staff at all levels, and can uncover ROI-maximising insights, if you use them well.

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27 December 2021 3 min CCaaS and the SLA contact centre: What business and customers expect from contact centres in the digital age

As technology continues to advance and consumer behaviour and working habits evolve in the wake of Covid-19, contact centres must adapt to heightened customer experience expectations in 2021 and beyond. The Service Level Agreement (SLA) contact centre must focus on a multi-channel mix and joined-up systems to provide seamless experiences for customers in an increasingly competitive landscape. Read on to learn more.

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See how Odigo integrates with workforce management software

  • Reduced wait times
  • Improved agent experience
  • Increased efficiency
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