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Automation-based qualification and self-service boosts contact center performance

Automation tailored to your contact center’s needs improves customer experience and maximizes agent efficiency.

Harness the power of automation: from qualification to issue resolution

Higher FCR

Improve your first contact resolution rates (FCR) with automatic skills-based transfers to the agents ideally suited to handle an interaction.

Lower AHT

Reduce your average handle time (AHT) with effective automation-based qualification and self-service options that streamline customer journeys.

Better agent experience (AX)

Give agents more time to concentrate on high-value interactions by automating basic tasks.

Rewarding customer experience (CX)

Don’t make customers repeat themselves. Deploy a self-service system that passes relevant information on to live agents.

Solving their contact center challenges with Odigo automation

Learn more about our automation and qualification features

Omnichannel bot

Automate your interactions with customers on any voice or digital channel.

IVR

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.

NLU

Our 15+ years of natural language understanding (NLU) experience drives AI innovations that facilitate natural conversations with your customers.

See Odigo automation-based qualification in action

  • Convenient self-service
  • Maximized agent efficiency
  • Improved first contact resolution rates
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 Discover the benefits of automation in our use cases

Provide 24/7 customer support while freeing up agents’ time with an omnichannel bot

With banks reducing their number of brick-and-mortar locations, how can they continue to deliver rewarding, personalized customer experience?

OmnichannelChatbotCallbotVoicebot
Read the use case

Maximize existing AI by integrating it with a CCaaS solution that consistently manages customer interactions

How can a healthcare provider deliver consistent, end-to-end customer experience across channels through a single platform?

AIBotOmnichannelNLP
Read the use case
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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.
Raffaele Ferrara Product Marketing Manager at Odigo
Raffaele Ferrara
Mr. Bricolage
Since we installed Odigo, our resolution rate has increased by 20%.
Chantal Guilmain
Digital and Client UX Director

Mr. Bricolage

Read the success story
KparK
Our customer relations centre uses an Odigo solution. It works perfectly. We chose Odigo because it allowed us to virtualize customer relationships
François Banse
Digital and Field Marketing Manager

KparK

Read the success story
OUI.sncf
Odigo has been a OUI.sncf’s partner for a few years now and is a vitally important partner.
François Julia
Customer Relationships Director

OUI.sncf

Read the success story
Malakoff Humanis
14% of our incoming call flow is automated. Of that 14%, 47% is managed without the help of an agent.
Isabelle Rault-Diamé
Customer Relationships Director

Malakoff Humanis

Read the success story
Chronopost
We observed an improvement in regards to ease-of-management and reporting, which has led to increased productivity and better management.
Frédéric Bernard
Customer Experience Director

Chronopost

Read the success story
  • Mr. Bricolage
  • KparK
  • OUI.sncf
  • Malakoff Humanis
  • Chronopost

Automation and qualification insights

June 1, 20215 min Make your vocal branding a strategic customer relationship asset

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.

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May 3, 20213 min How contact centers are finetuning work from home

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?

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December 10, 2020 Reshaping user experience and improving agent satisfaction through gamification

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.

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Read about automation strategies and more from our experts

Raffaele Ferrara
Raffaele Ferrara Product Marketing Manager at Odigo

Elisabeth De Longeaux
Elisabeth De Longeaux Product Marketing Manager at Odigo