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Operationalize your customer data to provide personalized customer experiences across all channels while enriching your database.
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.
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.
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.
Turn interactions into meaningful conversations that exceed expectations through unprecedented personalization.
Deliver omnichannel services to your customers that cater to their preferences.
Increase your net promoter score (NPS), customer satisfaction (CSAT) and employee experience through omnichannel services that utilize agile and evolutive tools.
Strengthen your abilities to deal with this increasingly crucial customer service channel.
Send accurate responses to complex customer service queries and avoid potential overloads.
Provide timely and context-based support from your virtual or human customer service agents.
Get better at communicating with customers on emerging channels.
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.
Industry: Retail
Markets: Europe
Industry: Transport and Mobility
Industry: Media & Entertainment
Industry: Logistics
Industry: Financial Services and Insurance
Markets: France
Industry: Public Sector
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.
Odigo
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.
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.
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.
With banks reducing their number of brick-and-mortar locations, how can they continue to deliver rewarding, personalized customer experience?
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.
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.
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.
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.
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).
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.
