Discover how Generative AI and Agentic AI are reshaping customer service. Based on Gartner’s latest insights, this article explores how contact centres can use AI responsibly — improving efficiency,...
Market trends & analysis
It’s been a year now since COVID-19 struck and changed the way people communicate and deliver customer experience (CX). To succeed, businesses have adapted to changing behaviours, and a...
The rise of Contact Centre as a Service (CCaaS) models has introduced new technology that changes the role of contact centre agents. Read on to find out how to...
Call summaries may not steal the spotlight in contact centres—but they steal time. Agents spend minutes after every call writing them up, often inconsistently, and that adds up fast....
The global events that caused the mass shift to work-from-home operations could have ended badly for brands worldwide. However, it was proof of how resilient and flexible they can...
On February 26th 2025, a CCMA Connect event, supported by Odigo, took place at the stunning Goldman Sachs' offices in London. For the occasion, contact centre leaders from across...
Just a few years ago instant messaging (IM) was viewed as an optional feature, only utilised by the most forward-thinking contact centres. Today it’s an indispensable channel in any...
Even in a digital-first world, voice remains a core channel—where stakes are high, and call quality is more than a minor detail.
Contact centre agents are the heart of customer service operations. No matter how technology progresses, there is a greater awareness now of the importance of human connection to customer...
Intuitive, scalable, AI-based CCaaS solutions can make life simple for any contact centre. This is why ISG, a top industry analyst, has named Odigo a Global Leader in the...