• INDUSTRY SPOTLIGHT: Capgemini Odigo – Cloud Contact Centre & Digital Communications

    960 640 Stuart O'Brien

    Give your customers an all-channel experience…

    Higher customer expectations

    With the rise of web, mobile, social media and the Internet of Things (IoT), many companies are experiencing a dramatic increase in the number of customers points of contact. Companies need to properly manage their customers’ requests, claims and any type of contact that they would normally engage in with their customers. It’s a question of branding, quality of service and customer satisfaction. Meanwhile, cost reduction, flexibility, time to market and efficiency have become companies’ main concerns in maintaining competitiveness.

    Full stack Contact Centre

    Odigo is a cloud-based Contact Centre software product for customer engagement. Odigo also includes a Digital Communication platform that can be leveraged for custom integration. We offer expertise & technologies, such as Biometrics and Natural Language, to provide a complete solution tailored to your industry.

    With Odigo, engage customers through any channel and any device, and benefit from a wide range of modules to improve effectiveness:

    • Odigo Concierge, entry door to the Digital Customer Experience
    • Odigo Routing, routes contacts to the best resource
    • Odigo Campaign, SMS, email, audio or phone notifications
    • Odigo Self-service, instant answer reducing inbound agent interactions
    • Odigo Console, modern user interface enabling seamless movement between channels
    • Odigo Pulse, activity monitoring and Key Performance Indicators
    • Odigo Connectors, ready-to-use CTI connectors to CRM, BPM and ERP solutions

    We did not want a classic IVR but a solution able to understand the caller’s intent, no matter how they express their request. With natural language call steering linked to the distribution engine in Odigo, our challenge was to distribute calls precisely for the most effective support.

    Regis Arvaron, Customer Service Manager Swiss Life

    AUTHOR

    Stuart O'Brien

    All stories by: Stuart O'Brien

    Leave a Reply

    Your email address will not be published.