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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 criteria to optimize customer and agent experiences and achieve the best and most convenient 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


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


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.


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


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

Solving their CX challenges with Odigo omnichannel services

See Odigo omnichannel services in action

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  • Personalized customer journeys
  • Better agent performance
  • Reduced customer churn
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The Odigo™ solution gives us access to insights we didn’t have.
Sébastien Passedouet
Director of Services and Customer Relations
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The ease of integration with our CRM, Salesforce and the omnichannel capacity are the main advantages of the Odigo platform for Luminus.
Stephan Cludts
Manager Customer Experience & Care
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Since we installed Odigo, our resolution rate has increased by 20%.
Chantal Guilmain
Digital and Client UX Director
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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
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Odigo has been a’s partner for a few years now and is a vitally important partner.
François Julia
Customer Relationships Director
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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
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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
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.
Alexandra Texier Product Marketing Manager


Alexandra Texier

Omnichannel customer service insights

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

Alexandra Texier
Alexandra Texier Product Marketing Manager 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?

Read the use case

Most frequently asked questions about omnichannel services

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What is omnichannel?

Omnichannel is used to refer to the multitude of channels through which a customer makes contact with a brand. Conversations between brands and customers can begin on one channel, such as chat, and move to another channel, such as voice or phone, flowing smoothly and seamlessly without a loss of context.
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What is the difference between omnichannel and multichannel?

Both terms refer to connecting with customers through multiple channels. Unlike multichannel, however, an omnichannel strategy uses said channels in tandem with each other to create a singular experience for the customer so that they may achieve a purchase-related goal or solve a product-related problem.
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Why should you use/deploy an omnichannel strategy?

Omnichannel strategies have the potential to deliver big value for a brand because they empower agents with important contextual information while creating a brand experience that caters directly to customers’ desires. It allows brands to interact with customers on the channels they prefer, at the times they prefer.
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What are the different omnichannel channels?

Voice, e-mail, chat, SMS, instant messaging, social media, and video are all different channels deployed in the omnichannel experience. Customers have the option to switch back and forth between these channels because they all take place within a single transaction.
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What is an omnichannel environment?

An omnichannel environment is a platform, usually a piece of Contact Center as a Service (CCaaS) software, that is able to manage all of the channels that a brand deploys in its customer experience strategy (CX).
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What are the benefits of omnichannel?

Using a data-driven approach, an omnichannel strategy gives a comprehensive view of the customer. This allows customers to communicate with brands through the channel of their choice. The result is a rewarding, singular customer experience that’s reflected in both brand revenue and contact center metrics such as AHT, NPS, etc.