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Leverage the full potential of customer data by integrating multiple communication channels to enrich interactions and contact center strategies.
Utilize NLU-based qualification, pre-qualification bots and semantic analysis so every channel contributes to a deep understanding of customer context.
Set the stage for FCR on any channel by leveraging customer history for personalisation, advanced routing and seamless channel switching.
Empower your agents with tools like a unified console and agent assist, alongside workforce optimization solutions, to improve their efficiency and satisfaction.
Transform every interaction into a meaningful conversation with unprecedented personalization, catering to customer preferences and enhancing satisfaction.
Deliver consistent, high-quality omnichannel services at every touchpoint, from voice to live chat and social media, ensuring convenience and eliminating repetition.
Increase your net promoter score (NPS), customer satisfaction (CSAT) and employee experience through omnichannel services that utilize agile and evolutive tools, all in a single cloud-based omnichannel contact center solution.
Optimize this core channel, preferred by customers for an increasingly complex spectrum of contexts.
Provide precise, personalized replies for highly efficient and accurate asynchronous customer care.
Manage fast-paced, high-visibility conversations and rapidly route customers to the help they need.
Engage customers using familiar interfaces, rich content and convenient asynchronous conversations.
Ensure accessibility across all mobile devices and message visibility thanks to high open rates.
Leverage a face-to-face channel to connect, collaborate and visualize problems remotely.
Be present and offer real-time agent-led or AI support at key moments in your customer’s journey.
With banks reducing their number of brick-and-mortar locations, how can they continue to deliver rewarding, personalized customer experience?
Effective omnichannel services and strategies enable brands to connect with their customers anytime, anywhere and from any device for convenient, effective and smooth customer journeys.
Odigo
Although very useful for less complex requests, self-service tools are not always enough to resolve queries. The same is true for agents handling complex calls, unless they have backup from experts! Odigo Extended Contact Center™ rethinks internal and external contact center communication to offer your customers all the expertise they need. We explain how in this blog!
Every year brings its share of changes and challenges for the customer service sector, 2024 is no different. With ever-increasing customer demands, contact centers are having to adapt, not only in their methods but also in the way they recruit and train agents in a sector that employs nearly 3 million people in the US.
While everyone acknowledges the significance of customer satisfaction, CSAT scores are an underutilized tool for promoting customer retention. Read on to rediscover how to use and improve CSAT.
An omnichannel contact center integrates multiple modes of communication—such as email, voice, social media, and web chat—into a seamless customer experience. Unlike platforms where channels operate in isolation, an omnichannel approach ensures that all customer interactions are connected, regardless of the channel used. This eliminates channel silos, and the fully integrated data/histories can enrich contact center decision making, data analysis and performance management. Additionally, agents can leverage previous interactions to personalize customer service and ensure journey continuity.
The primary distinction between an omnichannel and a multichannel contact center lies in integration. While multichannel centers also support various communication methods, they typically operate in silos, lacking interconnectivity. An omnichannel contact center, however, provides a unified view of the customer’s journey across all channels. This interconnectedness ensures consistency in customer interactions and enables smoother transitions between different communication methods and customer journey continuity. The resulting complete data set can also inform contact center decision making and performance management.
Omnichannel contact centers offer significant benefits including improved customer satisfaction, increased operational efficiency, and enhanced data analytics. By delivering a consistent experience across all channels, businesses can meet customers’ expectations more effectively, positively impacting satisfaction and loyalty. Moreover, the integrated nature of omnichannel solutions allows for better resource management and deeper insights into customer behaviors and preferences, facilitating more strategic decision-making.
Transitioning to an omnichannel contact center requires a strategic approach. Businesses should start by assessing their current infrastructure and determining the necessary technological upgrades. Implementing a robust platform or solution integration that supports omnichannel capabilities is crucial. Training staff to handle multiple channels effectively and ensuring they can access complete customer histories will enhance service consistency. Additionally, regularly reviewing customer feedback to refine processes and technology will ensure the omnichannel system evolves in line with customer needs and expectations.
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