In the 2023 edition of its Frost Radar: European Cloud Contact Centre Market, Frost & Sullivan names Odigo as the European leader in terms of market share and positions the group among the leaders in the Growth and Innovation categories.
In Europe, the sector continues to move towards greater maturity, with a rapid migration from on-premises solutions to the cloud.
The aim of this move is not to transfer existing solutions, but to take advantage of this structuring phase to rethink the way we welcome and qualify our customers (omnichannel welcome portal), particularly through the use of Artificial Intelligence (AI).
In its report, analyst Frost & Sullivan lists the specific needs of the market and Odigo’s strengths in meeting them. The Frost Radar report mentions:
“More complex interactions drive Contact Centres”.
This is also highlighted in recent research, the “Voice of the European Contact Centre Consumer” conducted by the ECCCSE.
As a consequence, there is an increasing need for improved technology to provide more assistance to agents.
Artificial Intelligence (AI) is the answer. At present, consumers are using self-serve but largely in for simple questions prior to purchases.
For more complex queries, they want and expect hyper-personalised interactions with an agent.
In this scenario AI assists the agent, bringing him context, detecting emotion in conversation, proposing real time guidance (RTG) and the next best action (NBA).
AI gives the agent the information they need to rapidly resolve the query. This way, customer satisfaction is achieved at first contact.
“Contact centre decision makers demand innovation… Leaders in the market are developing application programming interfaces (APIs) for integrating third-party applications, as well as application marketplaces.”
The Odigo solution already has an open ecosystem around its platform with APIs and connectors to best-in-class CRM, WFO/WFM, AI, and UC solutions in order to deliver the best customer experience. Additionally, Odigo launched its Odigo Connect marketplace in March 2022.
The marketplace connects Odigo’s existing and potential clients with selected technological partners and solutions providers, joining forces to provide the best customer experience offer on the market. Odigo’s marketplace (Odigo Connect) lists over 40 software publishers.
“Unified communications (UC) momentum in Europe makes UC integration a key driver for growth”
Odigo is innovating its platform to extend the boundaries beyond the contact centre to connect and utilise subject matter expert employees throughout the enterprise in the pursuit of a better Customer Experience. To achieve this, Odigo already offers MS Teams and Ring Central MVP connectors.
“Migration to the cloud for traditional contact centres can have varying paths, requiring CCaaS providers to be flexible and offer hybrid approaches that limit disruptions”
Support is a key part of a successful move to the cloud. In terms of Customer Relationship solutions in the cloud, nothing better than a provider that is also an integrator and telecom operator to ensure an end-to-end service. This gives customers a degree of flexibility that is difficult to match.
Odigo, a company with a wide experience curve on migration projects for key account customers, has implemented a proven support methodology.
With a core strength of omnichannel orchestration, Odigo offers an end-to-end, cloud-native CCaaS platform with reach into more than 100 countries.
Odigo accompanies large enterprises financial, government, transport, retail and utilities. Active across much of Europe, Odigo sees the United Kingdom as one of its fastest-growing markets, particularly in the government sector.
“With a cloud-first tradition for the contact centre, Odigo continues its market leadership in Europe for CCaaS operators as the market share leader.
Based in France but with pan-European reach, Odigo represents the strength and impact of home- grown operators that leverage their knowledge and understanding of Europe’s unique conditions for a competitive advantage.
As more enterprises continue the transition to the cloud for contact centres, Odigo is well positioned to help them.” Bernie Arnason, Industry Principal.
“We are proud to be recognised for our leadership and differentiation in a highly competitive and fast-growing market. Odigo meets the specific needs of each market in which we operate with an innovative, scalable and robust omnichannel offering.
Odigo is a technology company with expertise in customer relationships and we are able to help large organisations rethink their approach and the boundaries of the contact centre and define the future of customer relationships.
We strongly believe in the potential of the extended contact centre, which brings together all the strengths and expertise within a company to serve its customers.” Jean-Denis Garo, Head of Product Marketing, Odigo.This blog post has been re-published by kind permission of Odigo – View the Original Article
For more information about Odigo - visit the Odigo Website
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