Odigo provides Contact Centre as a Service (CCaaS) solutions that facilitate communication between large organisation and individuals thanks to a global omnichannel management solution.
Thanks to its innovative approach based on empathy and technology, Odigo enables brands to connect with the crucial human element of interaction while also taking full advantage of digital possibilities.
A pioneer in the customer experience (CX) market, the company caters to the needs of more than 250 large enterprise clients in over 100 countries.
Odigo, European CCaaS Provider of Choice For On-Premises Solutions
Frost & Sullivan confirms Odigo as the European CCaaS provider of choice for replacing on-premises solutions within contact centres In the 2023 edition of its Frost Radar™: European Cloud Contact Centre Market, Frost & Sullivan names Odigo as the European leader in terms of market share and positions the group...
From Words to Intent – How NLU Transforms Customer Interactions
From words to intent – how Natural Language Processing (NLP) transforms utilities' customer interactions Customer trust is an ongoing issue, especially for utility providers. With only 10% of consumers holding confidence in their suppliers, the situation is further exacerbated by various concerns ranging from weak policies and unclear customer service...
Odigo Integrates with RingCentral to Deliver Unparalleled Customer Experience
Odigo Integrates with RingCentral to Deliver Unparalleled Customer Experience With New Connector Enhancement for contact centres Bring together CCaaS and UCaaS expertise for optimal client experiences Odigo have announced a new connector to address the challenge of disparate communication solutions that often fail to integrate seamlessly. Integrated with RingCentral MVP®,...
The Voice of the Contact Centre Consumer 2023
The Voice of the Contact Centre Consumer 2023 - A CCMA research initiative supported by Odigo Odigo is delighted to support the CCMA’s research into UK consumer opinion for the third consecutive year, and grateful for the participation of both UK consumers and professionals. Consumer preference is reverting back to...
Consumers Returning to Assisted Channels Due to Cost-of-living
Consumers returning to assisted channels as the cost-of-living crisis continues - voice of the Contact Centre 2023 The CCMA (Call Centre Management Association), representing the UK's largest community of contact centre professionals in the industry, has today released its latest research, supported by Odigo, the leading Contact Centre as-a-Service (CCaaS)...
UK Contact Centre Decision-Makers’ Guide
UK Contact Centre Decision-Makers’ Guide - The 2023 annual ContactBabel Guide sponsored by Odigo If you want a data-fuelled look at the situation on-the-ground in UK contact centres, the 2023 edition of ContactBabel’s annual Decision-Makers’ Guide is just what you need. The complete report is 400+ pages of comprehensive but...
Company Profile: Odigo
Odigo provides Contact Centre as a Service (CCaaS) solutions that facilitate communication between large organisation and individuals thanks to a global omnichannel management solution. Thanks to its innovative approach based on empathy and technology, Odigo enables brands to connect with the crucial human element of interaction while also taking full...
How to create the total customer package? Total experience
How to create the total customer package in the contact centre? Total experience Agam Kohli Director, CX Solutions Engineering UK & Ireland at Odigo Every time consumers receive a targeted advert it can seem like their favourite brands or suppliers are psychic. How else could they know to promote those...
Contact Centres Facing More NLP Challenges
Businesses facing more NLP challenges than expected in contact centres, reveals Odigo Natural Language Processing (NLP), a type of AI used in customer experience (AI for CX), is invested in by three quarters (75%) of European organisations. Yet, over half (51%) of businesses reveal the outcome of implementing NLP was...
Odigo Contact Centre Event: Braving the Storm
Odigo Virtual Contact Centre Event: Braving the storm - 10th November 2022 Exploring the challenges of high performing contact centres in 2023 Tumultuous economic times are on the horizon and contact centre leaders will face the biggest challenge of all – doing more with less. The cost of business rising,...
Odigo Global Leader in Contact Centre as a Service Report
Odigo is named a Global Leader for the third consecutive year in the ISG Provider Lens™ Contact Centre as a Service 2022 report Ensuring effectiveness for complex organisations, offering a SaaS-based suite of products, enabling seamless omnichannel experiences for customers and a satisfying experience for agents are Odigo’s main strengths...
Rethinking Customer Service in the Contact Centre
Rethinking Customer Service in 4 Easy Steps - An Odigo Practical Guide for the contact centre Back to back challenges can leave utility companies simply trying to ‘cope’ with call volumes in their contact centre. What if by rethinking customer service enhanced performance, differentiation and customer satisfaction are back on...
3 out of 4 European Businesses have invested in AI for CX
3 out of 4 of European businesses have invested in AI for CX, Odigo reveals 75% of business executives are using artificial intelligence for customer experience (AI for CX), but only 20% of business executives rate their own contact centre as delivering industry leading CX, according to latest research by...
The Future State of Customer Experience in Contact Centres
The Future State of Customer Experience in Contact Centres - Unpacking the Virtual Think Tank Frost & Sullivan recently partnered with Odigo to gather UK-based thought leaders from the finance, telecommunications, and nutrition industries to discuss customers’ digital expectations in 2022 and beyond. The session yielded insights that spanned across...
What do Contact Centre Customers Really Think?
Understanding what contact centre customers really think - A CCMA research paper sponsored by Odigo How should contact centres respond to changing customer attitudes and behaviours? 2021 Voice of the Contact Centre Consumer, Call Centre Management Association’s (CCMA) latest annual research, provides you with answers to the most pressing questions...
Brits don’t think Utilities Companies Have Their Best Interests at Heart
35.7 million Brits don’t think utilities companies have their best interests at heart Less than one in five (19%) British adults believe utilities companies have their best interest at heart; suggesting 35.7 million1 people are of the opinion gas and energy firms aren’t doing everything they can to support them...
Odigo Download: How to Make the Most of Contact Centre Data
How to make the most of contact centre data - An Odigo practical guide - Free Download How can insurance companies unlock the power of data and derive business value from it without compromising on security? By maximising the utility of data and expanding its safe access, organisations can find...
The Future of Customer Experience: Invisible & Seamless Personalisation
The Future of Customer Experience: Invisible and Seamless Personalisation - A Frost & Sullivan white paper commissioned by Odigo aimed at contact centre management Well-renowned Frost & Sullivan have produced a white paper commissioned by Odigo. With a 60-year history of providing businesses with actionable insights and growth strategies, this is...
Pindrop & Odigo Partner to Provide Voice Authentication & Fraud Detection Tech
Pindrop and Odigo Partner to Provide Leading Voice Authentication and Fraud Detection Technology to Odigo Customers Pindrop’s presence in Odigo™ Connect offers customers easy integration of anti-fraud and authentication solutions into their contact centre Pindrop, a global technology leader offering security, identity, and intelligence for every voice, today announced its...
Odigo Joins Pega Partners Programme & Adds New Solution
Odigo Joins Pega Partners Programme and Adds New Solution to Pega Marketplace Odigo, a leading global provider of Contact Centre as a Service (CCaaS) solutions, today announced that it has joined the Pega Partners programme. The Pega Partners programme extends customers’ investments with Pega solutions with out-of-the-box solutions that are...
Making Space for Contact Centre Agent Wellbeing
Making space for contact centre agent wellbeing - Melissa Cowdry Field Marketing Director – UKI - Odigo Contact centre agents are the heart of customer service operations. No matter how technology progresses, there is a greater awareness now of the importance of human connection to customer experiences. Having a friendly...
Is it Time to Retire Average Handling Time in Contact Centres?
Is it time to retire average handling time in Contact Centres? Steve Owens Account Director at Odigo When customer services can be a differentiator between businesses and there is a strong customer preference to talk about complex queries, is a metric used to set limits on ideal call length still...
What do customers really think about Contact Centres today?
What do customers really think about contact centre services today? The Call Centre Management Association (CCMA), supported for the second year by Odigo, have explored customer opinion in the annual Voice of the Contact Centre Consumer research. In a two-phased approach, Stephen Yap, Research Director at the CCMA, asked the...
Consumers Are Calling the Shots for when to Self-Serve
Consumers are calling the shots for when to self-serve, according to CCMA research According to research released today from the CCMA (Call Centre Management Association), consumers are starting to drive the appropriate use of self-service, with 51% happy to self-serve delivery queries, up from 46% in 2021, while the number...
Contact Centre Agent Wellbeing – An Odigo eBook Download
Contact Centre Agent Wellbeing - A free Download eBook from Odigo Contact centre agents are facing new pressures and changing roles. Technological advances, like automation and self-service, mean that contact centre agents predominantly deal with complex, and often emotive customer queries. Organisations that deliver a holistic agent wellbeing strategy can...
