Odigo, a European trailblazer in Contact Centre as a Service (CCaaS) solutions, has announced the implementation of a new connector aimed at resolving the problem of disparate communication solutions that frequently fail to integrate effectively. The connector enables a smooth link between Unified Communications as a Service (UCaaS) and Contact Centre as a Service (CCaaS), powered by artificial intelligence and analytics.
Aligning with RingCentral MVP, the Odigo connector bridges the gap between UCaaS, a tool that facilitates collaboration among teams and hybrid workers, and CCaaS, an intelligent customer interaction and quality management system. The result is a comprehensive and seamless integration that promises to deliver significant return on investment to businesses and contact centres.
By utilising the Odigo connector, businesses can optimise their company-wide telephony operations, taking advantage of enhanced functionality within the contact centre. The connector equips individuals within the company to contribute to customer service improvements thanks to direct access to the UCaaS directory within the Odigo console. Real-time availability updates allow contact centre agents to optimally transfer customer calls and arrange multi-party conferences.
In addition to enhanced collaboration opportunities, the new connector offers status synchronisation between the Odigo console and the RingCentral MVP solution. Essentially, if agents are unavailable in the latter, they will not receive customer calls in their Odigo console. This advantageous feature streamlines the workflow of agents and amplifies call routing efficiency by ensuring customer interactions are directed to available members of staff.
Thibaud Pietri, Chief Technology & Product Officer at Odigo, declared: "The Odigo CCaaS solution provides seamless omnichannel customer experiences and, with the integration into RingCentral’s leading UCaaS solution, we extend these experiences beyond the contact centre. By enabling real-time access to available experts on a UCaaS directory, agents can easily achieve quicker, smoother resolution for customers."
Rami Houbby, Area Vice President of International Channel Sales at RingCentral, added: "Regardless of the size of an organisation’s contact centre, 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."
Odigo, known for its commitment to openness, has long collaborated with major market players such as Microsoft Teams, Pega, and Salesforce. This continuous improvement approach demonstrates its commitment to expanding customer service beyond the boundaries of the contact centre.
Providing Contact Centre as a Service (CCaaS) solutions, Odigo facilitates communication between large organisations and individuals using a global omnichannel management platform. Through a blend of empathy and advanced technology, the company enables brands to establish crucial human connections whilst exploiting the full potential of the digital sphere. Currently, it caters to the needs of over 250 enterprise clients in more than 100 countries.