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My Odigo

Excel in customer experience

Successful customer experience management can make your contact centre an engine for growth.

The keys to customer experience excellence

Omnichannel accessibility

Give customers a rewarding experience on whichever channel they chose.

Seamless service

Treat all interactions with a customer as part of a single, ongoing conversation so they never have to repeat themselves.

Personalised experience

Show your customers you know them and understand their needs.

Implement a successful customer experience strategy with these Odigo features

360-degree customer view

Operationalise your data to ensure your agents know everything they need to know about a customer, without delay.

Omnichannel services

Provide consistently high-quality customer service on every channel.

Callbacks

Offer your customers callbacks for the support they need at a time they choose.

Omnichannel bot

Deploy conversational AI for self-service on any channel at any time.

Mr.
Chantal
Since we installed Odigo, our resolution rate has increased by 20%.
Chantal Guilmain
Digital and Client UX Director

Mr. Bricolage

Read the success story

Customer experience insights

September 14, 20223 Do dazzling moments of truth rely solely on agent skills?

In 2006 McKinsey introduced the concept of the moment of truth. A spontaneous event occurring when customers invest a high amount of emotional energy in the outcome of an interaction. The service they receive at such a time has a powerful and potentially irreversible effect on their opinion. Get it right and nurture a possible brand ambassador. Get it wrong and they may well leave. After such a period of rapid change and digitalisation do the old rules still apply? Are agents still the linchpin when delivering dazzling moments of truth?

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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 25, 20223 Why open APIs should power customer experience offered by contact centres

Current challenges of customer experience (CX) include keeping up with customers across a wide array of communication channels and accommodating agents who wish to work from home. When your existing Contact Centre as a Service (CCaaS) solution can’t do it all, API-powered CX technologies can give your contact centre the functionalities it needs to keep your brand competitive and your agents satisfied.

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

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  • Personalised omnichannel experience
  • Seamless service
  • Your contact centre as an engine for growth
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Put user experience at the core of your contact centre

Building an effective user experience strategy depends on understanding the needs of customers, agents and supervisors and how these needs depend on each other.

Agent experience

Happy, satisfied agents provide better service to your customers.