21 Nov 2019

A glimpse of the future contact center at the Odigo CX Day Barcelona

The second edition of the Odigo Customer eXperience Day was held in Barcelona at Pangea The Travel Store on October 23rd. This event is a meeting point for professionals and companies in the field of customer relations. Participants explore present and future challenges, trends, as well as the needs and experiences of companies when it comes to serving and communicating with their customers.

Madrid, October 29, 2019 – The second edition of the Odigo Customer eXperience Day was held in Barcelona at Pangea The Travel Store on October 23rd. This event is a meeting point for professionals and companies in the field of customer relations. Participants explore present and future challenges, trends, as well as the needs and experiences of companies when it comes to serving and communicating with their customers.

 

Like the first edition, which was held in Madrid last March, Odigo CX Day Barcelona turned out to be a great success in terms of attendance, as many companies from a variety of sectors — such as banking and insurance, utilities, tourism, etc. — participated.

Javier Llosá, General Manager for Odigo Iberia, set the tone for the event with his welcome speech. He presented the company and the solution explaining that “Odigo is a cloud-based solution that helps large companies to manage interactions with their customers in a completely omnichannel way while offering them the best possible experience.” He also highlighted the global dimension of the company, which “allows us to take on large corporations’ projects with an international focus.”

Lucía Álvarez, Business Development Director for Odigo Iberia, explained the meaning of the term ATAWADAC, which is “the need that companies currently have to be where their clients are and serve them when they want, where they want, and from the device they prefer.” She also stressed the importance of “making employee satisfaction and engagement a priority as they convey the brand image” to customers and because, in the end, “happy employees make happy customers.” Finally, Lucía Álvarez analyzed how, despite the emergence of new contact channels and automation, to which customer service is linked, “voice continues and will continue to be the preferred channel. The important thing is to know when to give fast and automated attention and when human attention is necessary.”

During the Odigo Customer eXperience Day Barcelona, an important new feature of Odigo Concierge, within the Odigo suite, was introduced: the integration of Odigo with Google’s artificial intelligence, Dialogflow. Javier Perez, from Google Cloud Spain, explained the benefits of using artificial intelligence in a contact center. According to him, bots can understand the intention of the client, give answers, and even assist the agent to help him provide the right answer while “reducing times and improving the quality of responses as well as the client and employee experience.” In respect to machine learning, he added that “it generates the opportunity to solve new types of problems that we had never been able to tackle before.”

Javier Pérez’s presentation was linked to Amine Boumediane’s, Head of Marketing & Product for Odigo Iberica. Amine explained how Odigo’s integration with Google Dialogflow works and showed a demo on how the Odigo callbot works, from the initial qualification phase to the response and request resolutions phases.

Later on, in order to showcase a real-life scenario in which Odigo’s technology is being successfully applied, Ramón Lasurt, Market Management Director of Allianz, presented his project “Agent 24” for which they have been using Odigo’s solution for several years now. Lasurt explained the need for Allianz to respond to customers with absolute immediacy, especially in regard to the lead conversion. He detailed how Odigo allows them to offer this immediacy and, at the same time, increase the professionalism of insurance agents.

After the different presentations, a round table was held to discuss several key aspects of the customer relationship, such as the customer, the employee, technology, and the cloud. Participants included Sandra Cortez, Verint Sales Director, José Francisco Rodríguez, President of the Spanish Association of Experts in Customer Relations (AEERC), and Javier Bordetas, VP customer experience at Capgemini.

The event was hosted by Jordi Nexus, an interactive speaker who used technology and magic tricks to interact with the attendees throughout the day.

 

 

About Odigo:

Odigo, a Capgemini brand formerly known as Prosodie-Capgemini, helps large organizations connect with individuals through world-class, cloudbased contact center solutions. Its cutting-edge, proprietary technologies enable a seamless, efficient, omnichannel experience for its customers and a satisfying, engaging experience for service agents.
Odigo serves more than 400,000 agents and business users globally. With a 25-year history of industry firsts, Odigo has more than 200 clients around the world.