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Qualification with conversational AI automates and simplifies customer reception.
AI optimizes conversation analysis to generate actionable insights to improve your services and agent training.
Decrease wait time by accelerating resolution with access to contextual details gathered by bots during qualification and previous exchanges.
Reduce handling time with next step suggestions and conversational summaries – improving compliance.
Advisers can use generative AI to receive relevant answers in real-time, during customer interactions.
No need to worry about GDPR compliance or security standards.
From design to ongoing support, get the most of out our 24 years of experience.
AI+IVR+CC+IS integration with end-to-end commitment. No silos!
Easy to operate and scale with tools for business users ensuring process compliance.
Orchestrate your interactions with customers on any voice or digital channel.
Discover how 30+ years of experience in managing vocal journeys through interactive voice recognition (IVR), augmented with natural language processing (NLP), can streamline your automation-based qualification process.
Our 24+ years of natural language understanding (NLU) experience drive AI innovations that facilitate natural conversations with your customers.
Easy integration with the latest AI technology from Google and IBM enables you to assemble the most effective set of tools for your contact center.
Design and run intelligent outbound campaigns that encourage engagement and strengthen customer relationships.
With banks reducing their number of brick-and-mortar locations, how can they continue to deliver rewarding, personalized customer experience?
How can a healthcare provider deliver consistent, end-to-end customer experience across channels through a single platform?
Automation and AI should not only improve efficiency, making customer journeys simpler and faster, but also enable advisers to focus on tasks that require a human touch. That's why these technologies need to be orchestrated to guarantee their effectiveness in serving customers and employees alike.
Odigo
Scalable, AI-based CCaaS solutions made simple for you. This is why ISG, a top industry analyst, has named Odigo a Global Leader in the ISG Provider Lens™ CCaaS 2022 report for the third consecutive year.
You only get one chance to make a good first impression. This rule takes on a special meaning in the world of contact centers, which is why welcoming and training new call center agents is a very important step. A quality integration prepares agents to succeed and builds loyalty accordingly. To do this, onboarding programs for contact center agents need to be smooth and efficient so that they can feel comfortable as quickly as possible.
Reducing contact center wait times is foundational to improving customer experience (CX). Customers are abandoning brands that fail to respect their time, and switching to companies that find ways to continuously reduce contact center wait times. Deploying the right solutions positions contact centers to gain new customers and build lasting loyalty.
Many processes and tasks can be automated by software or AI: customer-facing experiences like self-service, qualification and routing, analytics and reporting, workflows, outbound campaigns and elements of quality assessment. To maximize ROI and user satisfaction appropriate deployment, monitoring and continuous improvement are highly beneficial.
Automation can affect CX either directly through the provision of convenient 24/7 automated self-service touchpoints like IVR payments and chatbots or indirectly by improving service quality, consistency and efficiency. Routing, customer identification, provision of relevant information and even next-step suggestions are just a few examples of automated processes which help agents provide a higher standard of service.
Yes, any medium to large enterprise contact center will use automation to a greater or lesser extent. This may be limited to automated replies to inbound emails and a traditional DTMF IVR menu or at the other end of the spectrum, provide fully automated customer journeys, optimize agent workflows and complete multiple supervision and workforce management tasks. In a highly competitive industry contact centers can’t afford to overlook the operational and user experience benefits of automation.
Automation is a powerful efficiency tool and will be used extensively in contact centers to improve accuracy and automate repetitive tasks, but it is not intended to replace agents. Customers still turn to traditional voice channels with complex high-urgency requests. In fact, average handling time is getting longer. Agent communication skills and flexibility in the face of multiple complex requests are invaluable. Automation instils operational efficiency and resolves predictable low complexity, low urgency requests. This preserves agent focus for more satisfying tasks which really add value for customers.
Artificial intelligence (AI) is largely used in contact centers to analyze data and enhance standard automation with more accuracy and flexibility, sometimes called intelligent automation. Examples of this are speech and text analytics like natural language processing (NLP), sentiment analysis, chatbots, next-step suggestions for agents, predictive analytics like call volume and intelligent routing which uses speech analytics during qualification to better match a customer query to a detailed set of possible contact intents.
Yes and no. Contact center AI can take over many repetitive tasks which agents don’t typically enjoy, provide out-of-hours touchpoints or automate back-office tasks for accuracy and speed. Crucially though this changes rather than removes the need for human involvement. For example, agents become customer care experts, valued for their soft skills and complex contextual problem-solving abilities and tasks like AI supervision and QA are created. This division of labor using a blended or augmented working model maximizes on the professionalism of agents and the benefits of AI to improve customer experiences rather than compromise them, as would be the case with 100% AI-led services.
Artificial intelligence (AI) is a diverse field of scientific study. Typically, however when talking about contact center AI, we’re referring to software or algorithms designed to perform specific tasks which would previously have required human thought. Intelligent automation, on the other hand, is the application of AI to an automated process. The goal here is to make it more adaptive, increasing efficiency, reducing errors and creating a more dynamic or responsive process.
Using contact center AI can mean anything from enhancing current automated processes to completely new self-service touchpoints or introducing AI in multiple processes during total CX transformation. Whether working synergistically, alongside agents, or independently to perform tasks, appropriate application and ongoing monitoring is important. Without duce care and attention during deployment and beyond, AI-enhanced processes won’t offer high performance or extended benefits. Partnerships from build to deployment and beyond, between solution providers and contact centers help get the best results.
Robotic Process Automation (RPA) is a cutting-edge technology designed to automate routine and repetitive tasks, streamlining operations and enhancing efficiency. RPA employs software robots, or “bots,” to perform tasks that humans typically do, such as data entry, appointment scheduling, and handling straightforward customer inquiries. This automation enables contact centers to free human agents to work on more complex and high-value interactions that require human empathy and decision-making skills.
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