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Better agent experience improves your contact centre’s efficiency

Happy, satisfied agents are more committed to delivering customer satisfaction.

The keys to excellent agent experience

Give your agents the ability to manage interactions on any channel using efficient, easy-to-use tools. Ensure they always have access to the information they need to do their jobs well. 

Improving agent experience is a key factor in solving contact centre challenges

Odigo solutions help you achieve:

  • Higher customer satisfaction through in-depth customer knowledge and quick case resolution.
  • Better agent retention thanks to employees feeling engaged and recognised for their work.
  • Increased efficiency resulting from a strong focus on UX design and business needs.

Create better agent experience

Unified console

An intuitive, one-screen working environment with built-in onboarding for every feature.

360-degree customer view

Instant, guided access to the full history of interactions with a customer, and their current conversation with your brand.

Interactive widgets

Enable agents to dynamically access information and perform tasks relevant to a customer interaction and its context, directly from the console.

Unified communication integration

Integrate 3rd party communication platforms such as Teams to take advantage of both technologies in one single interface.

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The Odigo™ solution gives us access to insights we didn’t have.
Sébastien Passedouet
Director of Services and Customer Relations PMU
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The ease of integration with our CRM, Salesforce and the omnichannel capacity are the main advantages of the Odigo platform for Luminus.
Stephan Cludts
Manager Customer Experience & Care
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Since we installed Odigo, our resolution rate has increased by 20%.
Chantal Guilmain
Digital and Client UX Director
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Our customer relations centre uses an Odigo solution. It works perfectly. We chose Odigo because it allowed us to virtualise customer relationships.
François Banse
Digital and Field Marketing Manager
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Odigo has been a’s partner for a few years now and is a vitally important partner.
François Julia
Customer Relationships Director
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14% of our incoming call flow is automated. Of that 14%, 47% is managed without the help of an agent.
Isabelle Rault-Diamé
Customer Relationships Director
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We observed an improvement in regards to ease-of-management and reporting, which has led to increased productivity and better management.
Frédéric Bernard
Customer Experience Director

Agent experience insights

May 31, 20223 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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May 23, 20223 Celebrating contact centre culture: how to promote positive futures

It can be easy to forget that the contact centre industry is full of passionate and motivated individuals. Historial bad press and publicity on burnout and turnover could fool anyone into thinking the idea of contact centre culture is not grounded in reality. Today however, there is a lot of focus around human-centric values, empathy and wellbeing, with good cause. Inspired by the recent Get Out of Wrap podcast it’s time to talk about promoting a positive future for contact centres.

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November 23, 20213 The agent experience, empathy fatigue and reducing your contact centre’s turnover rate

There are hard and soft costs associated with contact centre turnover, the rates of which have been rising in recent years. Focusing on agent-centric issues, such as empathy fatigue, could help you stem the tide of agent attrition. Read on to find out how to ease burnout, turnover and further costs.

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Get in touch to find out more about Odigo agent experience strategies

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  • Improved customer satisfaction
  • Better agent retention
  • More efficient operations
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