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My Odigo

Achieve seamless customer experiences through omnichannel services

Link cross-channel interactions with each customer into meaningful conversations.

How can Odigo omnichannel solutions improve your customer service?

Data-driven approach

Operationalize your customer data to provide personalized customer experiences across all channels while enriching your database.

Comprehensive customer view

Automation-based qualification means agents have an in-depth view of the customer’s profile and the history of their conversations with your brand. Natural language understanding (NLU) and semantic analysis provide context for reliable omnichannel services.

User-friendly routing

Guide your customers with an interaction flow designer and intelligent routing rules based on context, intent, skills and distribution to optimize customer and agent experiences and achieve the best resolution.

Augmented agents

Turn your agents into brand ambassadors by using ergonomic tools (unified console, agent assist) and workforce optimization solutions (workforce management, quality monitoring) so they are better prepared and more satisfied with their work.

Rewarding customer experiences

Turn interactions into meaningful conversations that exceed expectations through unprecedented personalization.

Increased access

Deliver omnichannel services to your customers that cater to their preferences.

Maximized operational efficiency

Increase your net promoter score (NPS), customer satisfaction (CSAT) and employee experience through omnichannel services that utilize agile and evolutive tools.

Better performance on every channel

Voice

Strengthen your abilities to deal with this increasingly crucial customer service channel.

Email

Send accurate responses to complex customer service queries and avoid potential overloads.

Live chat

Provide timely and context-based support from your virtual or human customer service agents.

Social media

Get better at communicating with customers on emerging channels.

Instant messaging

Respond to customers’ needs in real-time.

SMS

Cut wait times and communicate with all customers, on any phone.

Video

Assist customers by seeing what they see, using co-browsing.

Solving their CX challenges with Odigo omnichannel services

See Odigo omnichannel services in action

  • Personalized customer journeys
  • Better agent performance
  • Reduced customer churn
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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

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
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.
Elisabeth De Longeaux Product Marketing Manager at Odigo
Elisabeth De Longeaux

Omnichannel customer service insights

July 27, 20213 min 3 ways to reduce contact center wait times and build customer loyalty

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.

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November 16, 2020 Odigo named a Visionary in the 2020 Gartner Magic Quadrant for Contact Center as a Service

Odigo has been named as a Visionary in the Gartner Magic Quadrant for Contact Center as a Service, making it the only European Contact Center as a Service (CCaaS) provider to receive such Magic Quadrant positioning. We believe this prestigious recognition is due to Odigo’s efforts as a global actor in developing leading-edge cloud communication solutions for organizations across all sectors.

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April 27, 2020 Odigo and RingRing team up to swiftly enable VOO agents to work remotely

Lacking the technical infrastructure to deal with a new reality at the beginning of March, leading Belgium-based telecom VOO urgently required remote work capabilities. Partnering with RingRing, an established provider of its omnichannel cloud solutions, enabled Odigo to support VOO in achieving a smooth transition to remote work.

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April 6, 2020 Build your story with your customers as you engage with them in conversation

It’s not easy for brands to meet customers’ rising expectations. What’s the best way to offer them a rewarding experience and a consistent customer journey? By leveraging a Contact Center as a Service (CCaaS) solution that allows brands to shift their focus from channels towards a seamless integration of all customer interactions within a single conversation.

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Read about omnichannel services and more from our experts

Elisabeth De Longeaux
Elisabeth De Longeaux Product Marketing Manager at Odigo

Discover the benefits of our omnichannel services 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