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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.
Industry: Healthcare
Markets: Benelux
Industry: Utilities
Markets: United Kingdom
Industry: Financial Services and Insurance
Markets: France
Industry: Logistics
Markets: Europe
Industry: Automotive
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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)?