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Providing personalized experiences for customers and tailored solutions to clients is one of the best ways to achieve stand-out customer service. Odigo, a leading Contact Center as a Service (CCaaS) solution provider, can give agents intuitive control of interactions with over 35 years of voice technology experience. Little things can make a big difference so engage customers with confidence using Pega’s customer relationship management (CRM) details on calls which have been set up for success by Odigo’s advanced qualification and routing.
As a Contact Center as a Service (CCaaS) solution provider, Odigo is committed to scalability and openness, and we are proud to be the first CCaaS vendor joining the Pega Partner program.
Pega has a strong client base with the type of large complex organizations Odigo’s solution is especially suited for. Intuitive integrated tools that can handle massive call volumes are crucial to support agents while they keep customers moving through the queues towards first call resolution.
One Pega client was just such a complex organization and had some very specific issues which Odigo helped overcome on a tight timescale. Migrating from a restrictive legacy system that lacked scalability was crucial for the organization to provide modern digital service but presented challenges when it came to integration. Such a big change, despite the rapid growth and acceptance of CCaaS solutions, understandably resulted in a lack of confidence and some concerns. Odigo’s experience and proven track record of third party integrations was key to supporting the organization’s next step and helping shape their vision for the future.
Enhancing customer experience (CX) by much closer and easier integration of the Odigo solution with 3rd party systems
Optimal integration between your customer relationship management (CRM) software with your contact center as a service (CCaaS) solution requires firm knowledge about the capabilities of both, as well as a dedication to the customer experience (CX) and agent experience (AX) you want to provide. With that said, integration with readily-available CRM platforms can save money and boost performance.
In Western Europe, the public sector occupies a special place in the customer relations landscape. Public sector services, country to country, have varying levels of maturity and therefore, different user experiences. These differences not only have a significant impact on the type of technological solutions needed to properly manage user relations, but also on the specific stakes of the public services: the volume and complexity of interactions, the weight of political power, data security, accessibility and the quality of the customer relationship. How can Contact Center as a Service (CCaaS) solutions meet the challenges of public services?
The global events that caused the mass shift to work-from-home operations could have ended badly for brands worldwide. However, it was proof of how resilient and flexible they can be as they implemented a new reality of work in real-time and responded to rapidly-evolving customer service expectations. Leading the charge for that brilliant response were Contact Center as a Service (CCaaS) solutions designed with empathy and openness in mind for customers and contact center agents alike. When clients respond positively to brands that use principled CCaaS solutions, leaders emerge and grow.
The European CCaaS provider named leader in the growth category
Routing customers to the right agent at the right time drives customer loyalty, engages agents and turns contact centers into value centers.
