Odigo, a European leader in Contact Center as a Service (CCaaS) solutions, announced a new connector to address the challenge of disparate communication solutions that often fail to integrate seamlessly.
Integrated with RingCentral MVP®, the Odigo connector serves as the link between Unified Communications as a Service (UCaaS), which enables teams and hybrid workers to collaborate effectively, and Contact Centre as a Service (CCaaS), which intelligently manages customer interaction flow and quality through the power of AI and analytics, to provide greater return on investment to businesses and contact centres.
With the Odigo connector, businesses can optimize their company-wide telephony operations by extending functionality into the contact centre. For example, the connector enables any person within the company to contribute to improving customer service, ensuring first-call resolution. Thanks to their direct access to the UCaaS directory within the Odigo console, contact centre agents can instantly view who is available in real-time, to transfer customer calls or the coordination of multi-party conferencing.
Another benefit provided by the new connector is the status synchronisation between the Odigo console and the RingCentral MVP solution. When agents are unavailable in RingCentral, they will not receive customer calls in their Odigo console. This not only simplifies the agents’ workflow but also enhances call routing efficiency, ensuring that interactions are directed to available agents.
“The Odigo CCaaS solution delivers seamless omnichannel customer experiences and, with the integration into RingCentral’s leading UCaaS solution, we expand these experiences beyond the contact centre. By enabling real-time access to available experts on a UCaaS directory, agents can easily achieve quicker, smoother issue resolution for customers,” declared Thibaud Pietri, Chief Technology & Product Officer at Odigo.
“Regardless of the size of an organization’s contact center, the Odigo connector breaks down silos and brings subject matter experts to the customer service team, enabling knowledge-sharing, accelerating customer resolution, and ultimately providing an improved customer experience,” said Rami Houbby, Area Vice President of International Channel Sales at RingCentral.
Odigo has developed a strategy of openness over many years through numerous collaborations with key industry players such as Microsoft Teams, Pega, and Salesforce. Odigo’s ongoing commitment to improvement demonstrate its capacity to extend customer service beyond the contact centre.
Odigo provides 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.