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Meet KPIs like customer satisfaction (CSAT), net promoter score (NPS) and first contact resolution (FCR).
Improve every customer’s experience with a routing strategy that connects them to the best resource for their needs.
Give your customers the customized care and attention they expect.
Speed up successful customer journeys with skill-based distribution that saves time for agents and customers.
Propose callbacks if wait times are too long.
Enable agents to become specialists handling specific interaction types, improving agent experience.
Streamline your conversations and reduce average handle time (AHT) with routing software that enables accurate pre-qualification.
Optimize your operations to increase efficiency and reduce average handle times.
Finetune your routing strategy to connect your customers to the agents ideally suited to help them.
Understand the nature of customer interactions to achieve swift resolution.
Respond to customers’ online activity with automated prompts to chat with a bot or agent.
Industry: Logistics
Markets: France
Industry: Retail
Industry: Financial Services and Insurance
Industry: Automotive
Industry: Public Sector
Intelligent routing software makes life easier for both customers and agents. As the engine of our CCaaS solution, it is key to high customer satisfaction, rewarding agent experience and maximized operational efficiency.
Design a routing strategy that boosts efficiency and customer satisfactionA routing strategy that includes software capable of instantly connecting your customers with the agent best able to help is fundamental to customer satisfaction. ProcessDefine the best routing strategy with OdigoMaximize efficiency with routing software that enables sophisticated and adaptable routing and qualification strategies. Every Odigo call routing strategy is customised to meet clients' needs, but typically follows these steps: 1Step 1Identify your customer along with their intent and history2Step 2Determine the required agent skill and experience3Step 3Evaluate the availability of resources in your contact center4Step 4Assess current and expected wait times5Step 5Select the agent ideally suited for your customer by factoring in relevant criteria BenefitsBoost your contact center’s efficiency with Odigo routing software Improved resultsMeet KPIs like customer satisfaction (CSAT), net promoter score (NPS) and first contact resolution (FCR).Meaningful CXImprove every customer's experience with a routing strategy that connects them to the best resource for their needs.Unprecedented personalizationGive your customers the customized care and attention they expect.Swift resolutionsSpeed up successful customer journeys with skill-based distribution that saves time for agents and customers.Convenient servicePropose callbacks if wait times are too long.Rewarding AXEnable agents to become specialists handling specific interaction types, improving agent experience.Reduced AHTStreamline your conversations and reduce average handle time (AHT) with routing software that enables accurate pre-qualification. FeaturesFind out more about designing your routing strategy Automated call distributionOptimize your operations to increase efficiency and reduce average handle times.Find out moreSkills managementFinetune your routing strategy to connect your customers to the agents ideally suited to help them.Find out moreContextual routing softwareUnderstand the nature of customer interactions to achieve swift resolution.Find out moreBehavioral targetingRespond to customers’ online activity with automated prompts to chat with a bot or agent.Find out more Refining their routing strategy with Odigo See all clients See Odigo routing software in action Expert voice Read about routing strategy and more from our experts Routing strategy and software insights Discover the benefits of a routing strategy in our use cases How contextual routing improves customer and agent experiences while increasing contact center efficiencyWhat is the best way for a semi-public utility company to route customers to the right agent at the right time in order to drive customer loyalty and engage agents?RoutingCXAXCRMRead the use case
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What is the best way for a semi-public utility company to route customers to the right agent at the right time in order to drive customer loyalty and engage agents?
