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Improve your first contact resolution rates (FCR) with automatic skills-based transfers to the agents ideally suited to handle an interaction.
Reduce your average handle time (AHT) with effective automation-based qualification and self-service options that streamline customer journeys.
Give agents more time to concentrate on high-value interactions by automating basic tasks.
Don’t make customers repeat themselves. Deploy a self-service system that passes relevant information on to live agents.
Automate 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 15+ years of natural language understanding (NLU) experience drives AI innovations that facilitate natural conversations with your customers.
Industry: Transport and Mobility
Industry: Public Sector
Industry: Financial Services and Insurance
Markets: Asia Europe South America
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?
We believe automation is a way to streamline qualification processes and maximize efficiency for fast, convenient and effective service. But automation must also enable trained professionals to focus on customer experience that needs the human touch.
Since we installed Odigo, our resolution rate has increased by 20%.
Our customer relations centre uses an Odigo solution. It works perfectly. We chose Odigo because it allowed us to virtualize customer relationships
Odigo has been a OUI.sncf’s partner for a few years now and is a vitally important partner.
14% of our incoming call flow is automated. Of that 14%, 47% is managed without the help of an agent.
We observed an improvement in regards to ease-of-management and reporting, which has led to increased productivity and better management.
2021 has ushered in the age of voice, meaning a brand’s vocal identity is nearly as important as its logo. As voice assistants are increasingly becoming part of our daily lives, brands must grasp and meet the latest challenges of vocal branding. To ensure customers easily recognize them without the help of a logo or graphic interface, brands first need to ask themselves the right questions.
It’s been a year now since COVID-19 struck and changed the way people communicate and deliver customer experience (CX). To succeed, businesses have adapted to changing behaviors, and a clearer picture of what has worked, and what hasn’t, is coming into view. So based on lessons learned, how can contact centers optimize their remote work models?
Meeting KPIs and customer expectations requires top-notch operations and cutting-edge technology, but the human touch is vital to developing brand-customer relationships. When it comes to customer experience (CX), training and empowering employees with tools is important but ensuring their happiness is key. In recent years, the gamification of user experience has become a much-vaunted method to raising contact center agent morale. But does it actually work? Read on to find out.