16 Nov 2020

Odigo named a Visionary in the 2020 Gartner Magic Quadrant for Contact Center as a Service

Odigo has been named as a Visionary in the Gartner Magic Quadrant for Contact Center as a Service, making it the only European Contact Center as a Service (CCaaS) provider to receive such Magic Quadrant positioning. We believe this prestigious recognition is due to Odigo’s efforts as a global actor in developing leading-edge cloud communication solutions for organizations across all sectors.

Gartner, one of the world’s foremost research and advisory firms, has recently positioned Odigo as a Visionary in its Magic Quadrant for Contact Center as a Service.

As per Gartner, a Visionary understands where the market is going or has a vision for changing market rules but does not yet execute well.

While Odigo was named in the 2019 Gartner Magic Quadrant for CCaaS for Western Europe, this marks the first time Odigo has been recognized in the Magic Quadrant report for the global equivalent. With its two decades of experience in developing communication tools and strategies to enhance both client and agent experiences, Odigo has ambitious, yet practical visions for the future of customer experience.

Speaking on behalf of Odigo, Thibaud Pietri, Head of Product Marketing said “[We] are proud to be the only European contact center as a service (CCaaS) provider named a Visionary in the 2020 Gartner Magic Quadrant for Contact Center as a Service. I believe cutting-edge innovations in artificial intelligence (AI) and natural language understanding (NLU) distinguish us as a forward-thinking player on the world market. Our open service strategies, innovation centers and two decades of proven experience attest to our achievements, yet I feel that our recognition as a Visionary shows our solutions are shaping the present and future of customer experience.”

We believe that three areas that demonstrate Odigo’s expertise on the international stage are:

 

1. Extensive market knowledge

 

With nearly 20 years of industry firsts, Odigo possesses a proven track record in designing robust solutions that seamlessly link all customer interactions into one smooth conversation. Vast experience in sectors such as banking, insurance, the public sector, retail, utilities, telco and manufacturing enables Odigo to customize its cloud offer to suit organizations’ individual needs and exceed specific industry standards. This knowledge permeates the entire Odigo organization, from product development and dedicated sales teams to delivery. Respected for its technology and renowned for its committed support, it’s easy to see why Odigo has been attracting new clients to its loyal base.

 

2. Agile CX expertise

 

As innovators who are re-imaging customer service and shaping the future of customer experience, Odigo is open to different methods, emerging technologies and new partners. Odigo’s teams actively work with customers to turn aspirations into realities, in part through its innovation centers that have helped launch diverse proof of concept projects. Not content with merely taking today’s customer experience to the next level, Odigo strives to reimagine the customer experience of tomorrow.

 

3. Thirst for innovation

 

Crucial to this transformation of customer experience is the empowerment of contact center agents with intuitive artificial intelligence (AI) and practical intelligent automation (IA) tools that lower stress, improve productivity and raise satisfaction levels. To our customers, Odigo’s breakthroughs in AI and natural language understanding (NLU) have positioned it as the European CCaaS provider of choice whose presence in world markets is gaining increasing influence. Open to the possibilities that disruptive technology can offer, Odigo is committed to developing solutions that maximize the advantages of AI and IA, while also retaining the expertise and human touch that skilled agents bring to customer journeys.

We believe that the 2020 Gartner Magic Quadrant for Contact Center as a Service is the gold standard for in-depth market insights and reliable forecasts. Per our understanding/experience Gartner research enables readers to easily evaluate vendors, products, offers, business models, innovation and overall viability by objectively evaluating their completeness of vision and ability to execute through detailed reporting. Interested in learning more about exciting industry developments and why organizations turn to Odigo’s internationally recognized CCaaS solutions?

Click here to download your complimentary copy of the 2020 Gartner Magic Quadrant for Contact Center as a Service report.

 

 

Gartner Magic Quadrant for Contact Center as a Service, Steve Blood | Drew Kraus, Pri Rathnayake,  9 November, 2020. Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.