CRM & API INTEGRATION
Connect your CRM, your business applications and your CX platform
to optimize your workflows.
Every customer interaction (calls, emails, chat, …) generates valuable data to manage customer relations and improve contact center performance.
Thanks to Odigo APIs, integrations with your CRM and other business applications, as well as with your AI systems, this data can be collected, analyzed and exploited in real time to optimize customer journeys, automate processes and strengthen operational decision-making.
BENEFITS OF CRM INTEGRATION
Leverage your CRM data to improve every customer experience
Manage interactions directly from your CRM
Simplify and automate the workflows of your customer service and sales teams by managing all interactions directly from the CRM. This seamless connectivity between systems centralizes information, reduces handling and optimizes business processes, while providing a single, intuitive interface for your agents.
Intelligent routing
With Odigo, every customer is automatically routed to the right agent based on their profile, needs and interaction history. Intelligent routing streamlines marketing efforts and improves lead management, while optimizing your customer service workflows to reduce waiting times and improve first-contact resolution rates.
Personalized customer experience
Access and analyze data in real time to deliver personalized customer experiences at every touchpoint, whether chat, email, phone or social networks. Centralized information enables you to anticipate needs, offer relevant recommendations and create a fluid, coherent customer journey.
Agent productivity and performance
Odigo offers an interface designed to maximize agent adoption and simplify training. Advanced functionalities improve performance without complicating processes, enabling teams to focus on high-value customer interaction. Optimized workflows and data centralization guarantee increased productivity and more responsive customer service.
Agent assist powered by AI
Our integrated AI analyzes interactions in real time and provides contextual suggestions, recommendations and intelligent summaries for each agent. This reduces average handle time (AHT), improves first contact resolution (FCR) and guides agents to the best actions, turning every interaction into an opportunity for customer satisfaction and measurable performance.
A real impact on your business
Odigo’s complete CRM data synchronization and cross-platform functionality enable you to track unified KPIs and dashboards, providing a global, operational view of your contact center. Every interaction becomes a source of value, improving operational efficiency, agent productivity and customer satisfaction.
CRM INTEGRATION
Easily connect your CRM
Odigo enables you to quickly connect your customer relations solution to the main platforms on the market.
Salesforce
Odigo is a Salesforce Telephony Partner. Integration with Salesforce CRM delivers an exceptional experience for customers and agents alike, with intelligent routing for faster, more personalized handling of customer requests, whatever the channel. With the Odigo Connector for Service Cloud Voice (BYOT), your contact center can take advantage of native integration with Salesforce to benefit from Odigo data and the latest CRM innovations. It can improve overall performance with Next Best Actions suggestions and real-time summaries.
Pega
With an Odigo Connector for Pega Customer Service CRM, you can combine Odigo’s expertise in call qualification and intelligent routing with Pega’s workflow orchestration capabilities. Together, Odigo Open CTI and Pega CRM provide your agents with innovations, information and tools that make interactions more enjoyable.
Microsoft Dynamics
Boost the productivity and working comfort of your agents working on the Microsoft Dynamics CRM console with the Odigo connector. With this integration of our Contact Center solution, enjoy seamless call management directly from the CRM, while benefiting from Odigo’s powerful call qualification, automation and distribution capabilities.
Customized integrations
Odigo offers a variety of packaged connectors compatible with many CRM systems. The ability to leverage CRM data during interactions is key to improving personalization and customer satisfaction. For more information
API CLOUD ODIGO
A complete ecosystem for your contact center
Odigo’s cloud APIs connect your CX platform to your CRM, ERP, UCaaS and WFO tools. All APIs are accessible via a dedicated portal with full documentation, guides and expert support.
Real-life use cases: real-time CRM synchronization, automated action triggers, BI reporting and omnichannel workflows.
Data-driven decision-making
to boost contact center efficiency
Quick and easy integration
to reduce deployment and operating costs
Continuous development
to reach your sales targets
API ODIGO BENEFITS
How Odigo APIs improve your contact center solution
With Odigo’s APIs, your cloud platform becomes flexible and fully integrable, enabling you to connect your business tools and optimize your processes, while delivering a seamless customer experience.
Flexible integration and accessible
- Extensive range of APIs: Choose from a wide range of APIs to connect your contact center cloud platform to customer relationship management (CRM) systems, unified communications as a service (UCaaS) solutions, workforce optimization (WFO) tools, enterprise resource planning (ERP) systems and other business tools.
- API portal: Easily access the full range of APIs tailored to the needs of your contact center platform from an API portal designed by your Odigo team, with full documentation.
- Dedicated support and resources: Benefit from detailed FAQs, practical guides and the Odigo community of experts to get the most out of your integrations and quickly resolve your technical questions.
IA CONNECTORS
Optimize the efficiency of your contact center with our AI connectors
Conversational AI
Integrate artificial intelligence into every aspect of your contact center
from process automation to advanced analysis
Improved KPIs
Reduce average processing times (AHT),
get better call redirection rates and increase your CSAT
by improving the speed and efficiency of your contact center operations.
Enhanced consultants
Improve the performance of your advisors
with AI-based Agent Assist strategies.
These agents propose next best actions
and ongoing support for customer interactions.
Real-time information
Identify the reasons for calls and analyze feelings
to improve your understanding of customers and
give consultants the means to solve their problems more quickly.
EXPERT OPINION
Principal product marketing, Odigo
benefits and business value
Each integration is designed to create immediate and lasting business value.
- Greater agent productivity thanks to centralization and automation
- Improved first-contact resolution with intelligent routing and contextualized data
- Measurable ROI: reduced integration costs and improved CX performance
- Reduce operational costs related to claims processing
Concrete results for customers using Odigo connectors
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FAQ
Do you have any questions?
What is CRM integration for contact centers?
This is the connection between the contact center platform and your CRM system. In particular, it enables agents to manage interactions (including voice) directly from their CRM console, resulting in efficiency gains for agents. CRM integration also offers greater personalization by reconciling interaction and customer data, making it easier to build unified views…
Why use APIs in a contact center?
APIs enable you to connect the platform to all your business systems, automate workflows and exploit real-time data to optimize your CX processes. Examples are numerous: propose callback requests from your website, feed your marketing campaigns with leads, orchestrate the distribution of third-party channels and tasks, query your LLM AI model to assist the agent, build forecasts in your WFM planning solution based on your historical data, etc.
Which CRMs can be integrated?
Odigo offers packaged integrations with Salesforce (Service Cloud Voice – Bring Your Own Telephony), Microsoft Dynamics and Pega Customer Service. Our solutions can naturally be integrated with any other CRM solution, thanks to our APIs.
Is Open CTI integration available for Salesforce CRM?
Yes, Odigo does have an Open CTI connector for customers equipped with a Salesforce console. That said, Salesforce has announced the end of life for this technology in February 2028. For any new project, Odigo recommends integrating through the Service Cloud Voice offering, which offers more native integration and opens up more possibilities for making your advisors more efficient.
How can interaction data be exploited?
They are used to analyze performance, generate intelligent recommendations and improve the customer experience.
Does CRM integration improve agent productivity?
Yes, the agent gains in efficiency: from a single console, he or she has access to customer data and can process customer interactions, without having to switch from one tool to another. The result: better context, better responses and reduced processing times.
Odigo’s routing delegation also enables you to orchestrate your CRM channels and tasks: you can thus optimize the implementation of a truly omnichannel organization, and increase the occupancy of your agents by reducing periods of inactivity.
Not all my advisers work on CRM. How do I go about this?
With Odigo, you have a single solution for orchestrating your customer relations, regardless of where your employees are working: some may be on a CRM console, others may be using the Odigo banner, and still others may be using our mobile application. All workflows are controlled from our Contact Center solution, while respecting the specific needs of each population.
Does Campaign, Odigo's SMS campaign solution, integrate with my CRM?
Yes, for Salesforce we offer a package that lets you integrate our SMS sending solution in just a few clicks. For other CRMs, our campaign solution offers APIs for easy interfacing with your applications.
How do you successfully integrate CRM & API?
Define data flows, standardize APIs, involve IT & business, document and measure performance indicators.
Can Odigo interface with my AI solutions?
Some organizations have strong security constraints, and impose the use of their Generative AI models. Odigo’s “Bring Your Own LLM” approach makes this possible for many use cases.
Ready to transform your customer relationships?
Find out how Odigo can adapt to your business challenges and organization.