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Optimize your customer and agent engagement

Happy agents make happy customers. Maximize agent engagement for satisfying customer and agent experiences.

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The benefits of optimized customer and agent engagement

Increased customer satisfaction (CSAT)

Deliver convenience, speed and personalization to help you optimize customer retention and engagement.

Motivated, engaged agents and employees

Happy, engaged agents work harder for your customers – give them the tools to minimize stress and maximize performance.

Maximized contact center efficiency

Self-service driven by intelligent automation (IA) allows your agents to focus on high-value interactions that require human empathy and human skills while bots handle the rest.

Enhanced brand reputation

In a competitive market, offering your customers experiences that exceed their expectations is a great way to drive growth.

Learn more about how to optimize your customer and agent engagement

Unified agent console

Manage all channels in one intuitive console that can be integrated with your CRM and external business tools. Empower your agents with a console that provides comprehensive customer views over all channels.

360-degree customer view

Aggregate data from every device, channel and business tools, such as your CRM. Achieve complete and comprehensive views of customers’ profiles and interaction histories.

Outbound



Be more proactive and achieve customer loyalty by using outbound calls intelligently.

WebRTC Softphone

Provide real-time, next-generation phone line connections over the Internet. Give your agents the flexibility to communicate with customers wherever they are.

Callback

Eliminate frustrating wait times and give your customers the option to schedule a callback at a time convenient for them.

IVR payments

Offer secure interactions with a fully PCI-DSS certified solution. Utilize an IVR that enables convenient and secure methods to protect your customers’ confidential data and ensure encryption.

Interactive widget

Operationalize raw data so you can focus your efforts. Customize your console to only include the relevant information you need to drive your business and enable customer engagement optimization.

Solving real-world contact center challenges with Odigo

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

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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

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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

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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

See how you can optimize customer engagement with Odigo

  • Reliable omnichannel access
  • Comprehensive customer views
  • Maximized contact center efficiency
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With a 360-degree view of customer interactions from all channels and touchpoints in one place, your agents can get straight to the heart of the matter.
Elisabeth De Longeaux Product Marketing Manager at Odigo
Elisabeth De Longeaux

Read more on customer and agent engagement optimization from our expert

Elisabeth De Longeaux
Elisabeth De Longeaux Product Marketing Manager at Odigo

Insights on how to optimize customer and agent engagement

November 23, 20213 min The agent experience, empathy fatigue and reducing your contact center’s turnover rate

There are hard and soft costs associated with contact center turnover, the rates of which have been rising in recent years. Focusing on agent-centric issues, such as empathy fatigue, could help you stem the tide of agent attrition. Read on to find out how to ease burnout, turnover and further costs.

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November 18, 20213 min As CCaaS technology evolves, contact center agent skills must follow

Contact center agents want to learn the craft of customer service, gain new skills and develop professionally. If they aren’t improving, then they’re moving. Upgrading your contact center’s technology will give agents the chance to upgrade their portfolio of skills while also minimizing stress and maximizing engagement from customers and agents alike.

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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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