Odigo Global Contact Center Leader as a Service Report

Odigo Named Global Leader for Third Consecutive Year in ISG Provider Lens™ Contact Center as a Service 2022 Report

Ensuring efficiency for complex organizations, offering a SaaS-based product suite, enabling seamless omnichannel experiences for customers and a satisfying experience for agents are Odigo’s key strengths highlighted in the ISG Provider Lens™ report CCaaS 2022.

For the third consecutive year, Odigo, a global provider of contact center solutions as a service (CCaaS), has been named a global leader in the ISG Provider Lens™ CCaaS 2022 report. This positioning is based on the concrete strengths of Odigo.

Odigo ensures CX efficiency for large complex organizations

Odigo has a strong ability to support large, complex organizations in their customer relationship management. Organizations that need to manage and prioritize large volumes of voice and digital interactions at multiple levels (national, regional, departmental, global) for various contact reasons, multiple activities, multi-site locations can rely on the Odigo’s global coverage built through our many partnerships. Its scalable solution can handle very large organizations in terms of agents, which means Odigo can support brands with a large international presence.

“Odigo has a well-defined roadmap to scale its products globally. It is a cloud-based contact center software solution that is heavily AI-driven, enabling better customer and employee experience, delivered as a service. Odigo helps large organizations connect with their customers through high-quality CCaaS solutions. said Dr. Kenn D Walters, Distinguished Senior Analyst, ISG.

Odigo’s native NLP/AI capabilities to interact with the customer

AI is now recognized as a key element of any transformation process, especially in the customer experience sector. The SaaS-based Odigo Concierge suite, developed over more than 17 years, relies on native NLP/AI capabilities to interact with the customer. Customer requests, intents, and sentiments are automatically analyzed to provide self-service responses or engage an agent. Beyond proposing the right route to customers, the conversational agent can relieve the contact center by better qualifying before routing and by offering contextualized answers directly to the agent. AI drives agile automation and provides insights to optimize qualification and routing. The results are seamless omnichannel customer experiences for customers and a satisfying experience for agents, too.

“Odigo’s recognition as a global leader in the ISG Provider Lens™ Contact Center as a Service report makes us very proud. We are constantly focused on innovating, leveraging AI to meet ever-changing customer needs. We help orchestrate seamless omnichannel customer journeys, even on a global scale. Odigo contact center solutions offer a new customer relationship model where technological solutions are inspired by empathy. This is how Odigo works, our customers’ business goals become ours. said Erwan Le Duff, CEO of Odigo.

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ISG (Information Services Group) is a world leader in technology research and consulting. A trusted business partner to more than 700 customers, including more than 75 of the world’s 100 largest enterprises, ISG is committed to helping enterprises, public sector organizations, and service and technology providers achieve operational excellence and faster growth. The company specializes in digital transformation services, including automation, cloud, and data analytics; procurement advice; governance and risk management managed services; network operator services; design of strategy and operations; change management; business intelligence and technology research and analysis. Founded in 2006 and headquartered in Stamford, Conn., ISG employs more than 1,300 digital-ready professionals operating in more than 20 countries, a global team known for innovative thinking, market influence, deep expertise in industry and technology, and its world class. research and analysis capabilities based on the most comprehensive market data in the industry.

Odigo provides Contact Center as a Service (CCaaS) solutions that facilitate communication between large organizations and individuals through a comprehensive omnichannel management solution. With its innovative approach based on empathy and technology, Odigo enables brands to connect with the crucial human element of interaction while taking full advantage of digital possibilities. A pioneer in the customer experience (CX) market, the company serves the needs of more than 250 large enterprise customers in more than 100 countries.

For more information about Odigo, see their company profile