Contact Centre Summit | Forum Events Contact Centre Summit | Forum Events Contact Centre Summit | Forum Events Contact Centre Summit | Forum Events Contact Centre Summit | Forum Events

Posts Tagged :

Odigo

EDF to use Capgemini’s Odigo CCaaS platform

 960 640 Stuart O'Brien
By:
0

EDF Energy is to use a Contact-Center-as-a-Service (CCaaS) offering from Odigo, Capgemini’s cloud contact centre solutions brand.

The project is part of a customer experience transformation initiative being undertaken by EDF Energy to optimise the service it delivers to its 3 million customers.

Odigo will replace the existing on-premise contact centre platform with a cloud-native solution, enabling the energy supplier to deliver a quicker, simpler and more effective service to customers, have greater autonomy over the ongoing maintenance of the solution, and access to a full suite of features for future innovation.

As part of the multi-year deal, the Odigo CCaaS system will deliver a range of services, including routing inbound/outbound interactions, real-time monitoring, workforce optimisation and secure card payments.

The contract is already underway and is expected to run until October 2022.

Niels Roberts, Digital, Automation and Process Excellence Director, at EDF Energy, said: “Not only does Odigo have the tools and functionalities to help us deliver a great experience for our customers, but it also offers a flexible, cloud-based commercial model to allow us to continually adapt to our customers’ needs. We are excited to work with Odigo over the coming years as part of our customer experience transformation journey.”

Erwan Le Duff, Managing Director of Odigo, said:“Building on Capgemini’s long-standing relationship in the UK, we are delighted for Odigo now to be implemented at EDF Energy; together we will transform its contact centre telephony and support the realisation of its customer experience vision. In an age of instantaneous digital communication, effective customer touchpoints are critical to the success of an organisation – we believe Odigo’s CCaaS offering will give EDF Energy the tools to build strong customer relationships, both now and in the future.”

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

 960 640 Stuart O'Brien
By:
0

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

INDUSTRY SPOTLIGHT: Capgemini Odigo – Delivering seamless customer engagements

 960 640 Stuart O'Brien
By:
0

We live in a world of innovation and a wealth of insights about our customers, the holy grail for many companies is to deliver frictionless engagements for customers but, this is proving to be an elusive end goal for many.

With the realities of web, mobile, social media and the Internet of Things (IoT), companies are experiencing a dramatic increase in the number of contact points customers now wish to use. Depending on the emotional position and goal, they may use different channels to do different things and may need to move between channels in a frictionless manner to complete a single engagement.

Meanwhile, cost reduction, flexibility, time to market and efficiency have become companies’ main concerns in maintaining competitiveness. So how do we balance the equation?

Odigo omni-channel engagement hub

Odigo is a cloud native SaaS platform, designed to enable organisations to achieve an omni-channel, frictionless engagement with their clients. The solution works across inbound and outbound voice and digital channels, seamlessly integrating a customers’ journey with significant flexibility.

In essence, you create an architecture of engagement that is able to accommodate the most arduous of client interactions.

Odigo allows you, to not only design journeys to match and exceed the best brands in the market, but to also drive agent empowerment through a single UX, that integrates all the information required to resolve enquiries, carrying context across channels and offering AI and NLP technologies to enhance decisioning.