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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
Despite the development of omnichannel payment methods, customers still expect to be able to make secure payments via telephone. This is not surprising given it remains the most popular channel for customer service. How do IVR payments meet this need?
Is your brand is looking to maximise its potential revenue during the Christmas shopping season, starting with Black Friday and Cyber Monday (BFCM)? Combine your planned promotions and delivery options with AI-led, promotional communications with customers to provide so much more than run-of-the-mill customer service.
There may be hype surrounding AI but many organisations have already made NLP investments in their contact centres. How have they found the experience and what are the motivations driving them? Davies Hickman and Odigo reveal the reality and perceptions of European business executives in the second eBook in the 2022 AI for CX series.
