Odigo, a leading European provider in Contact Center as a Service (CCaaS) solutions, announces the launch of Odigo Extended Contact Center™, a solution that extends customer relationships to company employees, to offer the customers the expertise they need, when they need it.

Thanks to Odigo Extended Contact Center™ employees outside the contact centre are involved in resolving customer queries, having access to their summary and detailed context even before the interaction takes place. With direct access to an expert, handling is faster and more accurate.

In this way, Odigo Extended Contact Center™:

• reduces call-back requests and repeat calls by 20%,
• improves first contact resolution rates by up to 100%,
• and decreases call transfers between employees by up to 15%
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  Customer expectations, influenced by the repercussions of unfavourable economic and political conditions, have risen faster than the ability of many suppliers to meet them. Leaving many European consumers to believe customer service has deteriorated in recent years. To bridge the gap and repair opinion, companies and their contact centres need to put customer experience and satisfaction at the heart of their initiatives.

More than ever, where complex and/or urgent requests dominate, contact centres need to proactively ensure the right conditions for first contact resolution. Organisations can now respond by adopting an extended contact centre approach, offering customers access to the skills and expertise straight away.

David Mason, UK Service and Operations Director, at Odigo, comments: “Through conversations with our clients, we understand the pressures of trying to keep up with customers’ ever-increasing expectations. That’s what inspired Odigo Extended Contact Center™, to expand customer relationships by including expertise from across businesses to help answer queries with greater speed and accuracy.”

“The aim is to provide a ‘simple’ solution. Contact centres don’t need to change how they work. Through secure access to the same unified platform, anyone with a license can benefit from and contribute to a customer’s history. It creates an unbroken line of support that delivers the level of care everyone is seeking.”

About Odigo

Odigo is a leading provider of Contact Centre as a Service (CCaaS) solutions that facilitate communication between large organisations and individuals using a global omnichannel management platform. With its innovative approach based on empathy and technology, Odigo enables brands to connect through the crucial human element of interaction, while also taking full advantage of the potential of digital. 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.

Visit https://www.odigo.com/