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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

June 10, 2022 3 min Is it time to retire average handling time?

When customer services can be a differentiator between businesses and there is a strong customer preference to talk about complex queries, is a metric used to set limits on ideal call length still relevant? If spending extra seconds on this crucial channel can translate into greater customer loyalty, is it time to retire this traditional metric?

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June 1, 2022 3 min Rich communication services: the next big contact centre channel?

Amid a wealth of potential channels contact centres need to be accessible over the ones that customers prefer and which add most value to their journeys. Rich communication services (RCS) may be new but could well rise through the ranks to become a core channel because it’s based on text messaging, a mainstay of billions of mobile phone users. 1.2 billion people worldwide are already only a click away from having RCS-supported devices. What should contact centres know to prepare for RCS?

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May 31, 2022 3 min Using state-of-the-art agent supervision technologies to improve contact centre results

The role of supervisor directly affects the contact centre agent experience. The tools that are available to supervisors impact how they can perform the role. High-performing agent supervision tools should be capable of supporting supervisors by letting them organise metrics visually for quick reference and function in hybrid working conditions. Aurore Carrie explains it all.

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See how Odigo integrates with workforce management software

  • Reduced wait times
  • Improved agent experience
  • Increased efficiency
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