16 Sep 2020 - 3 min

Odigo named a Leader in the ISG Provider Lens™ CCaaS 2020 report

Odigo has been named a Leader in the 2020 edition of the ISG Provider Lens™ Contact Center as a Service – CX Global Quadrant Report, making it the only European company to receive such a distinction. This new international recognition for its CCaaS solution validates the hard work Odigo has undertaken over the last few years and promises exciting developments in contact center communications in the years to come.

ISG, one of the world’s most influential technology research and advisory firms, recently recognized Odigo as a Leader in their 2020 edition of the ISG Provider Lens™ Contact Center as a Service – CX Global Quadrant Report. In response to this achievement Erwan LeDuff, CEO of Odigo said: “We are extremely proud to be recognized as a Leader in the ISG Provider Lens™ Contact Center as a Service – CX 2020 Global Quadrant Report. As the only European company named to this prestigious list, we are gratified to know that our teams’ commitment to developing open, innovative CCaaS solutions that enrich customer and agent experiences is appreciated by ISG, one of the world’s leading technology research and advisory firms. We aim to offer best-in-class tools, combining AI-driven automation with human expertise, that enable our clients around the world to have smooth, channel-less conversations with their customers.”

In recognizing Odigo, ISG signaled out the robustness of Odigo’s ‘high performance and high volume’ solution, noting that these strengths, coupled with the international reach Odigo enjoys as a Capgemini brand, have helped to achieve an increased market share. The key differentiators that propelled Odigo to the top of ISG’s list are as follows:

 

1.     Broad AI experience and diverse offer

 

A CCaaS partner with over 11 years of artificial intelligence (AI) experience, Odigo is at the forefront of integrating new technology that puts machine learning (ML) and natural language processing (NLP) at the heart of its offer. Odigo’s omnichannel bot is the first self-service and qualification feature to effectively manage conversations on digital and voice channels with the same set of tools. Additionally, Odigo’s AI expertise with real-time analytics and intelligent automation allows for smooth customer and employee journeys.

 

2.     Enhanced agent experience

 

Beyond increasing contact center employees’ capabilities, AI enables elevated performances, which has ushered in the era of the augmented agent, that is, a human agent endowed with up to the minute data and comprehensive customer view which helps to deliver a meaningful and efficient customer experience (CX). Odigo’s intuitive, ergonomically designed console provides rewarding experience to agents, who are the best possible brand ambassadors and a critical touchpoint in the customer-brand relationship.

 

3.     Dedicated customer support and organized sales teams

 

Managing customer interactions in more than 100 countries around the world, one of Odigo’s key differentiators is its support teams’ ability to deliver customized, expert guidance in CCaaS strategies in 25 languages. Conscious that committed support is vital at all stages of implementation, Odigo offers customized support packages at build, run and end stages. Dedicated salesforce teams in banking, insurance, public sector, retail, energy/utilities, telco/media and manufacturing/logistics afford Odigo a unique ability to tailor offers to any industry.

While proud to offer world-class CX strategies that leverage cutting-edge technology, Odigo still places value on human expertise, which truly enriches the software element of its cloud-based CCaaS offer.

Interested in learning more about why organizations turn to Odigo’s internationally recognized CCaaS solution? Get in touch to organize a demo here.

 

 

ISG
ISG Provider Lens CCaaS 2020
Recognition