In an era of increasing cyber threats and digital complexity, operational resilience is no longer just a “best practice”—it is a regulatory mandate. With the Digital Operational Resilience Act (DORA) now in full effect across the EU, and the UK’s PRA/FCA Operational Resilience (SS1/21) requirements in place, banks, insurers, and investment firms face a critical challenge: ensuring their entire digital supply chain is “resilient by design.”

For British firms with European operations, or those simply looking to meet the highest global standards, compliance is not just about internal systems. It is about choosing ICT partners that are transparent, secure, and fully aligned with these evolving mandates. Odigo stands as a trusted European leader, providing the cloud infrastructure and expertise to turn regulatory compliance into a strategic competitive advantage.

What is DORA? (And why it matters for the UK)

The Digital Operational Resilience Act (DORA) is a comprehensive EU regulation designed to ensure the financial sector can withstand, respond to, and recover from all types of ICT-related disruptions.

Why should UK firms care?

Third-Party Risk: Both UK and EU regulators now place the burden of proof on the financial institution to ensure their ICT Third-Party Providers (like CCaaS platforms) are robust.

Cross-border operations: Any UK firm with EU-based subsidiaries or clients must comply.

Gold Standard Alignment: DORA closely mirrors the UK’s SS1/21 framework, meaning alignment with DORA essentially future-proofs your UK operations against evolving FCA/PRA expectations.

Defining the “ICT Third-Party Provider”

Under DORA, an ICT (Information and Communication Technology) provider is any entity delivering digital services—from cloud computing and data analytics to AI-driven customer experience platforms. As a leading CCaaS provider, Odigo is classified as a critical link in your operational chain, making our resilience your resilience.

Navigating the 5 Pillars: The Odigo Approach

To help you master your digital risk, we align our platform with the five core pillars of DORA, harmonised with UK regulatory expectations.

1. ICT Risk Management & Governance

DORA and the UK’s PRA both demand a “Security by Design” culture. Odigo integrates this into every layer of our platform, maintaining ISO 27001, ISO 9001, and PCI-DSS certifications. Our proactive regulatory monitoring ensures we stay ahead of both Brussels and London mandates, protecting your reputation and your licence to operate.

2. Incident Management & Reporting

Identifying a breach is one thing; managing it is another. Odigo provides real-time supervision and exhaustive, time-stamped logging. In the event of an incident, we provide the structured communication and data trails required by both DORA and the FCA’s reporting requirements, ensuring you can meet strict notification deadlines with ease.

3. Operational Resilience Testing

Can your customer service platform survive a major outage? Our Resilience by Design approach includes rigorous penetration testing and service continuity simulations. We don’t just “hope” for uptime; we prove it through continuous monitoring and detailed reporting that gives your board full visibility.

4. Third-Party Risk Management

Regulators are increasingly wary of “concentration risk.” Odigo offers total transparency in our supply chain. We host data exclusively within the European Union (aligned with UK GDPR and EU GDPR) and utilise an open architecture that prevents vendor lock-in—a key requirement for managing exit strategies under UK operational resilience rules.

5. Information Sharing & Collaboration

Operational resilience is a collective effort. Odigo fosters a culture of transparency, providing clients with access to detailed SLAs and remediation plans. By participating in European information-sharing ecosystems, we help our clients stay informed of emerging threats before they become disruptions.

Why Odigo? The Strategic Advantage

At Odigo, we don’t view DORA as a box-ticking exercise. Whether you are navigating the UK’s SS1/21 or the EU’s DORA, our platform provides the stability, security, and sovereignty needed to thrive in a volatile digital landscape.

By partnering with a European leader that understands the nuances of local and international regulation, you can focus on what matters most: delivering an exceptional (and uninterrupted) customer experience.

Would you like to know more? Our experts are at your service to help you strengthen your operational resilience.

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For a long time, CCaaS (Contact Centre as a Service) evolved through accumulation: more channels, more features, more artificial intelligence.

This model helped industrialise customer relations, but it has now reached its limits. In 2026, CCaaS enters a phase of maturity. Platforms are no longer assessed on their technological promises, but on their ability to deliver tangible business outcomes.

Here are the 6 major CCaaS trends to know for 2026.

1. CCaaS shifts from technology to measurable value

The traditional functions of CCaaS have become standard: call routing, omnichannel capability, supervision, reporting. They are no longer enough to differentiate a platform. In 2026, the central question becomes: what business impact does CCaaS actually enable? Reducing avoidable costs, improving first-contact resolution, and absorbing growth or activity peaks without degrading the customer experience.

👉 Measurable value becomes the primary criterion when selecting a CCaaS solution.

2. AI becomes operational, not spectacular

After a period of intense media exposure, artificial intelligence changes status within CCaaS. It is no longer a differentiating argument but an expected foundation. The difference now lies in execution: AI that genuinely supports agents, automation that is truly effective, explainable decisions, proven ROI.

👉 In 2026, the AI that matters is the one embedded in operations, not the one powering just promises.

3. Modular CCaaS overtakes “all‑in‑one” platforms

Platforms that attempt to cover everything are showing their limits. Comprehensive CCaaS platforms struggle with the complexity of information systems and business constraints. Organisations now favour open, modular, and interoperable architectures. The objective is no longer to replace existing systems, but to orchestrate them intelligently. CCaaS becomes a foundation connected to the CRM, business tools, and customer data.

👉 Simplicity and time‑to‑value become major competitive advantages.

4. AI‑powered self‑service returns to common sense

“Fully automated” approaches have shown their limits, particularly for complex or sensitive journeys. In 2026, the winning model is hybrid. AI efficiently handles simple and repetitive requests. Humans intervene whenever the situation requires it: complexity, emotion, commercial value.

👉 Self‑service is no longer an end in itself, but a lever for smoother customer journeys.

5. CCaaS extends beyond the contact centre

Customer experience is no longer delivered solely by contact centre agents. Field advisers, sales teams, back‑office staff, and subject‑matter experts all play a full role in customer journeys. CCaaS becomes a shared foundation, capable of equipping and orchestrating all stakeholders involved in customer relations.

👉 In 2026, customer experience is collective and cross‑functional — otherwise it loses coherence.

6. Governance and sovereignty become decisive criteria

Customer data, costs, artificial intelligence, compliance, resilience: CCaaS can no longer be separated from governance issues. Organisations expect platforms to provide visibility, control, and guarantees regarding the management of data and flows. In Europe, technological sovereignty becomes a key selection criterion.

👉 Trust is now built through control, not promises.

Conclusion: CCaaS enters the age of responsibility

In 2026, CCaaS is no longer defined by the innovation it showcases, but by the value it demonstrates. Simplifying rather than stacking, orchestrating rather than replacing, proving rather than promising — these are the new market standards. Customer experience is no longer something you simply talk about.

It is managed, governed, and evidenced, serving both the business and its customers.

Talk with an European CX Expert

Across the European Union and several member states, policymakers and enterprise technology leaders are actively rethinking long-standing reliance on major US technology platforms for communications, cloud services, and critical infrastructure. What was once a default choice, with US vendors dominating cloud, collaboration, and customer-interaction stacks, is now being questioned on legal, security, and strategic grounds.

But, what are the reasons behind this fundamental pivot in Tech?

1. Data Sovereignty as a Regulatory and Business Imperative

European digital strategies increasingly emphasise data sovereignty, the principle that organisations should control where and how data is stored, processed, and accessed under local laws and governance frameworks. This is not just a buzzword: sovereign cloud and communications offerings are now core elements of European digital transformation. 

The tightening of EU data protection laws (including GDPR enforcement and emerging compliance requirements such as DORA) has sharpened corporate focus on keeping sensitive information within the European legal sphere. This trend isn’t limited to governments: financial institutions, utilities, and other regulated industries are now prioritising sovereign infrastructure for compliance and risk management.

2. Government Action Away from US Providers

National governments are taking visible steps to reduce dependency on US communication tools:

France has announced it will replace American videoconferencing tools such as Zoom and Microsoft Teams across government departments with a domestic alternative called Visio, citing security, confidentiality, and sovereign control over electronic communications. 

Such moves reflect broader European political momentum. The European Parliament recently passed measures supporting reduced dependence on foreign technology across sectors including software, AI, and cloud services. 

3. Rising Concerns Over Legal Access and U.S. Law

European leaders and IT professionals are increasingly wary of legal frameworks like the US CLOUD Act, under which American authorities may compel access to data held by US companies even if the data is stored outside the United States. Critics argue this undermines stringent EU privacy protections and creates risks for sensitive government and enterprise information. 

Independent reports and expert commentary also highlight how US-controlled cloud infrastructure, even when physically located in Europe, can remain subject to foreign legal jurisdictions, intensifying the desire for genuinely sovereign alternatives. 

European Vendors: A Strategic Alternative

In this context, the market for European cloud communications and customer engagement technologies is growing, led by regional vendors with offerings that prioritise sovereignty, security, and compliance.

Odigo: A European CCaaS Leader

At Odigo, we see this shift first-hand. As a European-based Contact Centre as a Service (CCaaS) provider, we support organisations that are actively reassessing their reliance on non-European platforms for customer communications.

The comprehensive CCaaS Made in Europe 2025 Report from Ziptone placed Odigo among the European market leaders for cloud contact centre technology, especially as organisations migrate from legacy on-premises systems. 

Headquartered in France, we operate across Europe and support large enterprises in sectors including public services, financial services, utilities, transport, and retail. For us, digital sovereignty goes beyond simple data residency. Our platform is built on a GDPR-first architecture, with EU data residency guarantees and compliance with standards such as PCI-DSS and DORA. This approach reflects the expectations of organisations that require secure, compliant, and legally aligned communication infrastructures.

Strategic Moves Within the European Tech Landscape

Our recent acquisition of another French communication software firm reflects a broader European ambition: strengthening sovereign capabilities across voice, AI analytics, and customer engagement, while ensuring governance remains firmly anchored within the European legal framework.

This move aligns with wider regional initiatives — including Gaia-X, sovereign cloud deployments across European public administrations, and platforms such as Nextcloud — all of which signal a continental push to combine interoperability with autonomy.

Benefits of Adopting European Vendors

European-centric technology solutions offer several advantages in the context of communications and cloud services:

• Stronger legal alignment with European data protection regimes, reducing compliance risk and legal exposure. 
• Reduced susceptibility to extraterritorial access by foreign governments, enhancing confidentiality for sensitive governmental and commercial data. 
• Greater control and transparency over data governance policies, which can streamline audits and regulatory reporting. 

Conclusion

The shift among European businesses and government departments away from dominant US technology providers for communications and cloud services is gaining momentum. Driven by data sovereignty imperatives, regulatory pressures, and strategic autonomy goals, Europe is fostering an ecosystem in which European vendors can compete not just on feature sets, but on security, compliance, and legal assurance.

As digital transformation accelerates across sectors, the growing focus on sovereign communications infrastructure reflects a broader continental drive for technological self-determination — reshaping how European organisations think about trust, control, and competitiveness in the digital age.

Talk with an European CX Expert Discover European CCaaS Alternatives

Customer service leaders face a clear challenge: delivering greater efficiency while maintaining high-quality experiences. With personnel costs representing around 64% of customer service budgets, operational optimisation has become a top priority.

According to one of the latest Gartner® Market Trend reports, advances in Generative AI (GenAI) and Agentic AI are reshaping how contact centres achieve that balance. These technologies are expanding the scope of interactions that can be automated — and helping organisations identify, measure, and execute efficiency gains with far more precision than ever before.

Data Foundations for the Next Stage of Automation

Gartner® highlights that the success of AI-driven automation depends on strong data hygiene and knowledge management. Over the next 18 to 24 months, organisations investing in data readiness will be best positioned to adopt GenAI and Agentic AI for customer-facing use cases.

Clean, structured data and accessible knowledge repositories allow AI systems to deliver accurate responses and autonomous actions. This is what transforms customer service automation from a theoretical goal into a measurable, scalable capability.

Odigo supports this transformation through its data orchestration and knowledge management frameworks, helping organisations prepare their contact centres for sustainable AI integration.

Precision Over Blanket Automation

Not every customer interaction is suitable for automation — and Gartner is clear that a targeted approach is essential.

Interactions differ in complexity, sensitivity, and business priority. Low-complexity, low-sensitivity cases — such as FAQs, delivery updates, or account status checks — are well-suited for AI-driven self-service.
High-value, emotionally charged, or critical cases should remain with skilled agents, supported by AI tools that provide real-time insight and context.

By mapping interactions across these three dimensions, organisations can prioritise automation initiatives that maximise both efficiency and customer satisfaction. Odigo’s intelligent routing and omnichannel design are built around this principle — ensuring each query reaches the most effective resolution path.

Quantifying the Value of Automation

The Gartner® research underscores the growing expectation for data-driven justification of AI investment. Service leaders now demand quantifiable ROI from automation projects.

Benchmarking data shows that customer service automation can generate substantial operational savings as automation maturity grows. Gartner’s model projects that as automation containment rises — reaching up to 40% of interactions by 2029 — organisations will unlock significant cost-efficiency gains.

The key is transparent value demonstration. Providers must show how automation delivers measurable outcomes across efficiency, speed, and customer satisfaction. Odigo enables this through performance dashboards and predictive analytics that translate AI outcomes into actionable business metrics.

From Efficiency to Empowerment

While automation drives measurable efficiency, Gartner® notes that agent enablement remains critical. In scenarios where human expertise is required, AI can still enhance performance — summarising cases, surfacing insights, and suggesting next-best actions.

This balance between automation and augmentation ensures that the contact centre of the future isn’t just more efficient — it’s more intelligent, resilient, and human-centred.

Odigo’s AI-powered assistive tools empower agents to deliver faster, more informed service, creating a collaborative relationship between people and technology.

Conclusion

The Gartner® 2025 Market Trend report makes one thing clear: automation success depends on strategy, data, and precision. Organisations that identify the right use cases, prepare their data foundations, and measure ROI effectively will lead the next wave of customer service transformation.

With Odigo, contact centres can realise these benefits responsibly — combining the agility of automation with the empathy of human expertise.

Download the Gartner® Market Trend Report

Customer experience is no longer the exclusive responsibility of contact centres. It is expanding, spreading and becoming a company-wide priority. This is where CXaaS — Customer Experience as a Service — comes into play.

The traditional boundaries of customer service are expanding. It’s no longer just about equipping call centre agents with powerful tools. Customer Experience as a Service (CXaaS) makes the full functional value of customer engagement platforms accessible to all employees who interact with customers — from bank advisers to in-store sales assistants, from field support teams to marketing departments.

This holistic approach has been made possible thanks to the cloud, AI and the rise of open architectures. It enables the unification of channels, data and tools, while adapting to the specific needs of each role. The result: a smoother, more consistent and more engaging customer experience.

Still relatively unknown — and often confused with CCaaS (Contact Centre as a Service) — CXaaS deserves a clear explanation. How does it work? Who is it for? What tangible benefits can it bring? Here is a breakdown of a concept that is transforming customer relationships.

A new standard

CXaaS, or Customer Experience as a Service, is a solution designed to transform customer experience into a full service: on-demand, scalable and managed end-to-end. Combining cloud, data and artificial intelligence, CXaaS extends the capabilities of the traditional contact centre to all roles that engage with customers: sales teams, in-branch agents, field technicians, and more. It is no longer just about handling interactions, but about delivering one unified, personalised and continuous customer experience across every touchpoint.

The definition of CXaaS therefore goes beyond that of CCaaS. While CCaaS focuses on managing multichannel interactions in a cloud-based environment, CXaaS takes things further by integrating tools, data and journeys that span the entire organisation.

As Jean-Denis Garo, VP Product & Global Marketing at Odigo, explains:

“We take the core of the contact centre and remove the walls. We go beyond boundaries to extend the functional richness of the contact centre to all front-office employees.”

This approach breaks down silos, enabling better customer knowledge-sharing and more consistent service — regardless of channel or employee.

Designed to orchestrate modern customer relationships, CXaaS is modular and scalable. It addresses today’s business priorities: improving customer satisfaction, reducing costs and creating memorable experiences at every stage of the journey.

How does CXaaS work?

To understand how CXaaS works, imagine a cloud platform designed to centralise and orchestrate all interactions between a company and its customers. CXaaS relies on a modular cloud architecture that brings together a wide range of technology components: omnichannel engagement, AI, analytics, process automation, CRM integration, and more. The goal is simple: continuously optimise interactions, making every exchange smoother, more relevant and more efficient.

Where traditional contact centre tools often only serve a specific team, CXaaS opens its capabilities to all front-office profiles. In practice, a bank adviser, a shop assistant or a field technician can access the same tools as contact centre agents: a simplified console, customer history, contextual guidance… all in real-time through the cloud. The outcome: a more consistent customer experience, regardless of who handles the interaction or which channel is used.

What tools are included in CXaaS?

A CXaaS platform brings together powerful tools covering the full customer lifecycle — from the first contact to post-interaction analysis.

At its core, it offers the usual omnichannel capabilities (voice, chat, email, social media), enriched with AI to support agents in real time, automate repetitive tasks and personalise responses. This may include conversational AI, voicebots, speech-to-text, or recommendation engines.

Automation is central to CXaaS. It streamlines processes at every stage of the journey: request qualification, intelligent routing, automatic call summaries, emotion and intent detection, and more. These tools integrate seamlessly with the platform, often connecting with external systems such as CRM, ERP or knowledge bases.

This blend of technology, AI and automation makes CXaaS an agile solution, capable of adapting to each organisation’s needs while ensuring consistent service quality at scale.

The benefits of CXaaS

CXaaS doesn’t just modernise customer service tools — it fundamentally reshapes the way companies interact with their customers. By harnessing cloud, data and automation, it delivers significant benefits for customers, employees and business leaders. Here are the key advantages:

• Huge gains in operational efficiency:
By automating time-consuming tasks such as request qualification or call summaries, CXaaS frees up teams to focus on what matters most.
“We provide knowledge, the ability to act quickly, and at every level of the organisation,” says Jean-Denis Garo, highlighting the strategic value of this approach.

• A smoother, more consistent customer experience:
With unified tools and data across all channels, interactions become more natural and contextualised. Customer history is shared, responses are personalised and organisational silos are eliminated.

• Higher customer satisfaction:
Fewer transfers, faster responses and consistent service quality remove friction and make a noticeable difference.
“Your bank adviser may not see themselves as a contact centre agent, but with CXaaS they can deliver the same level of service,” adds Jean-Denis Garo.

• Maximum agility through the cloud:
Fast deployment, scalability and mobile access make CXaaS ideal for multisite companies or hybrid teams — whether in a branch, on the road or in the field.

• Smarter use of customer data:
Speech analytics, intelligent dashboards and AI make it easier to identify trends, detect weak signals and continuously improve customer journeys.

How do I implement CXaaS in my organisation?

Introducing CXaaS isn’t just a technology rollout — it’s a strategic shift towards a customer-centric, data-driven, collaborative business model.

Start by defining key business goals — simplifying journeys, improving satisfaction, reducing costs — and identify which customer touchpoints would benefit most from a CXaaS approach. Thanks to its cloud-based architecture, deployment can be gradual, starting with a pilot (branch, service team, sales network) before expanding to other departments.

It’s crucial to involve all relevant stakeholders early on: customer service, IT, operations, etc. Success depends on effective change management, ensuring tools are adapted to real-world use cases and supported by expert guidance to maximise adoption. With the right technology partner, CXaaS becomes a powerful opportunity to transform customer experience into a driver of business performance.

FAQ

How do I implement CXaaS in my organisation?

Introducing CXaaS isn’t just a technology rollout — it’s a strategic shift towards a customer-centric, data-driven, collaborative business model.rnrnStart by defining key business goals — simplifying journeys, improving satisfaction, reducing costs — and identify which customer touchpoints would benefit most from a CXaaS approach. Thanks to its cloud-based architecture, deployment can be gradual, starting with a pilot (branch, service team, sales network) before expanding to other departments.rnrnIt’s crucial to involve all relevant stakeholders early on: customer service, IT, operations, etc. Success depends on effective change management, ensuring tools are adapted to real-world use cases and supported by expert guidance to maximise adoption. With the right technology partner, CXaaS becomes a powerful opportunity to transform customer experience into a driver of business performance.

Should I choose CXaaS or CCaaS?

u003cp data-start=u00228185u0022 data-end=u00228291u0022u003eYour choice between CXaaS and CCaaS depends on both your scope and your ambitions for customer engagement.u003c/pu003ernrnu003cul data-start=u00228293u0022 data-end=u00228746u0022u003ern tu003cli data-start=u00228293u0022 data-end=u00228469u0022u003ernu003cp data-start=u00228295u0022 data-end=u00228469u0022u003eu003cstrong data-start=u00228295u0022 data-end=u00228311u0022u003eChoose CCaaSu003c/strongu003e if your main goal is to modernise your contact centre with a cloud-based omnichannel platform enhanced with interaction management, AI and supervision tools.u003c/pu003ernu003c/liu003ern tu003cli data-start=u00228471u0022 data-end=u00228746u0022u003ernu003cp data-start=u00228473u0022 data-end=u00228746u0022u003eu003cstrong data-start=u00228473u0022 data-end=u00228489u0022u003eChoose CXaaSu003c/strongu003e if you want to extend the power of the contact centre to all customer-facing employees: advisers, salespeople, technicians and more. CXaaS removes silos across tools, data and journeys to deliver a unified customer experience across the whole organisation.u003c/pu003ernu003c/liu003ernu003c/ulu003ernu003cp data-start=u00228748u0022 data-end=u00228935u0022u003eu003cstrong data-start=u00228748u0022 data-end=u00228761u0022u003eIn summary:u003c/strongu003e choose CCaaS to boost your customer service performance; choose CXaaS for a full transformation of customer engagement with a cross-functional, agile, cloud-driven approach.u003c/pu003e

What are the latest CXaaS market trends?

u003cp data-start=u00228988u0022 data-end=u00229123u0022u003eThe CXaaS market is rapidly growing, driven by rising customer expectations and accelerated digital transformation. Key trends include:u003c/pu003ernu003cp data-start=u00229125u0022 data-end=u00229277u0022u003eu003cstrong data-start=u00229125u0022 data-end=u00229153u0022u003e• Hyper-personalisation:u003c/strongu003eu003cbr data-start=u00229153u0022 data-end=u00229156u0022 /u003eAI and conversational data enable tailor-made journeys, adapting in real-time to customer behaviour, intent and emotions.u003c/pu003ernu003cp data-start=u00229279u0022 data-end=u00229506u0022u003eu003cstrong data-start=u00229279u0022 data-end=u00229321u0022u003e• Expansion beyond the contact centre:u003c/strongu003eu003cbr data-start=u00229321u0022 data-end=u00229324u0022 /u003eA major trend is the extension of tools to other teams. CXaaS is becoming a transversal solution used in branches, in the field or on the move — far beyond the customer service team.u003c/pu003ernu003cp data-start=u00229508u0022 data-end=u00229725u0022u003eu003cstrong data-start=u00229508u0022 data-end=u00229547u0022u003e• Generative AI and agent copilots:u003c/strongu003eu003cbr data-start=u00229547u0022 data-end=u00229550u0022 /u003eSolutions increasingly include intelligent automation — such as call summaries, real-time guidance and intent detection — to support employees and enhance interaction quality.u003c/pu003ernu003cp data-start=u00229727u0022 data-end=u00229959u0022u003eu003cstrong data-start=u00229727u0022 data-end=u00229768u0022u003e• Real-time conversational analytics:u003c/strongu003eu003cbr data-start=u00229768u0022 data-end=u00229771u0022 /u003eThe ability to analyse large-scale voice, chat and email interactions is now a key competitive advantage, helping businesses act quickly, detect weak signals and anticipate customer needs.u003c/pu003ernu003cp data-start=u00229961u0022 data-end=u002210133u0022u003eu003cstrong data-start=u00229961u0022 data-end=u00229992u0022u003e• Cloud-driven scalability:u003c/strongu003eu003cbr data-start=u00229992u0022 data-end=u00229995u0022 /u003eCloud remains a foundational pillar of CXaaS, enabling flexibility, scalability and fast deployment for multisite or hybrid organisations.u003c/pu003e

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Artificial intelligence is entering a new era: the era of Agentic AI. After chatbots and generative AI, enterprises are now seeing a technology capable not only of responding, but also of acting autonomously to carry out tasks, solve problems or make decisions in complex environments. This shift is a game changer.

Where traditional AI was limited to executing predefined instructions, agentic AI introduces the notion of intelligent agents able to perceive their environment, interact with other systems, and continuously adapt. The result is unprecedented potential to improve customer experience, automate critical processes, and multiply team productivity.

But what exactly are we talking about? How does this new generation of AI work, and what concrete uses might we expect—especially in customer service? That’s what we’ll explore in this article.

What is agentic AI?

By definition, agentic AI is a branch of artificial intelligence built around intelligent agents with the capacity to act autonomously within a given environment. Unlike classical systems that just execute instructions, agentic AI combines perception, reasoning, and action: it analyses a situation, makes decisions, and can act independently to achieve an objective.

These systems rely on advanced generative AI models, but go further by introducing execution logic and continuous adaptation. Agentic AI finds uses in many use cases—customer service, commerce, marketing. It goes beyond a mere chatbot, by being capable of handling more complex processes, integrating into different systems, and interacting both with humans and machines.

Examples of agentic AI

• Customer service agents able to resolve an inquiry entirely, from initial diagnosis to ticket closure, without human intervention
• Sales agents that automatically identify opportunities and initiate conversations with prospects
• Marketing agents able to personalise campaigns in real time according to customer behaviour

These examples demonstrate the increasing use of agentic AI in domains where reactivity and personalisation are key.

Benefits of agentic AI

Agentic AI offers numerous advantages to companies aiming to gain in efficiency, service quality, and competitiveness. Thanks to its advanced features, it enables moving beyond the limitations of traditional tools to genuinely achieve strategic objectives.

1. Reducing the burden on teams
   Intelligent agents take on repetitive, time-consuming tasks, freeing up time for higher value work.
2. Improving efficiency and productivity
   Thanks to their ability to analyse and act in real time, these systems optimise business processes, leading to better operational efficiency and a smoother customer experience.
3. Cost reduction
   By automating part of the interactions and reducing reliance on human agents, agentic AI yields significant cost savings—without compromising service quality.
4. Human oversight and reliability
   Even though the AI acts autonomously, human oversight remains built in. This approach ensures continuous control, limits risks, and builds trust in the decisions made by the intelligent agents.
5. Data protection and regulatory compliance
   Agentic AI includes mechanisms for data protection and respects current regulations (e.g. GDPR). This is crucial to ensure the security of sensitive information and maintain trust with customers.

How does agentic AI enhance decision making?

Agentic AI significantly strengthens autonomous decision making within organisations by combining analysis, context, and action. Its main assets include:

Rapid reaction: decisions and actions near instant in response to events

Real-time adaptation: continuous adjustment to manage complex and changing situations

Autonomous decision making: agents capable of deciding without human intervention, based on defined objectives

Large-scale data analysis: processing huge volumes of data to turn raw information into actionable recommendations

Ongoing machine learning: progressive improvement of models to fine-tune context understanding

Relevant problem solving: linking context, constraints and objectives to propose tailored actions

Options evaluation: comparing scenarios, measuring consequences, and selecting the best path

Capacity to act: executing concrete actions aligned with the objective, beyond simple responses or instruction execution

How does agentic AI transform businesses?

Agentic AI transforms the very functioning of organisations, ushering in a new era of the relationship between humans and technology. Going far beyond classic automation, it allows not only repetitive tasks, but also complex tasks—previously reserved for experts—to be handled. This revolution unlocks significant improvements in productivity and operational efficiency.

By delegating lower-value missions to intelligent agents and focusing human staff on strategic activities, companies create more added value and strengthen their capacity for innovation. Agentic AI becomes more than a technological tool: it becomes a lever of business excellence, able to transform processes and offer a sustainable competitive edge.

Challenges posed by agentic AI

While agentic AI brings new perspectives, it also presents several challenges. The first is technical complexity: these systems must integrate with existing infrastructure while ensuring constant adaptability in changing environments. Security is also central: misconfiguration or a vulnerability can expose the company to risk, creating a real weak point.

Data protection remains another critical issue, especially in a demanding regulatory context. Moreover, even though AI has growing autonomy, human supervision is indispensable to anticipate problems and intervene in case of failure. Finally, technical teams must sometimes respond quickly to correct or adjust the agents’ behaviour, showing that agentic AI cannot work in a vacuum.

How to integrate agentic AI into business processes?

1) Clarify objectives and planning

Any agentic AI implementation begins with clear planning: which processes to optimise? Which KPIs to target (processing time, CSAT, cost reduction)? Odigo uses business workshops to identify complex workflows where AI can deliver immediate value.

2) Map processes and complex workflows

Agentic AI is applied where it can automate without quality loss: request qualification, ticket management, intelligent routing. Odigo’s approach analyses customer journeys to find the most time-consuming steps and introduce intelligent agents capable of autonomous action while keeping provisions for human intervention.

3) Software development and multi-system integration

A key challenge is integrating with multiple systems (CRM, ERP, business databases). With its AI Orchestrator, Odigo facilitates such interconnection by coordinating the actions of different agents (chatbots, callbots, mailbots) and linking them to existing environments, without disrupting the company’s technological ecosystem.

4) Process supervision and security

Even though the AI has high autonomy, human oversight remains essential. Odigo integrates safeguards (trust controls, traceability, real-time alerts) allowing quick human intervention if issues arise. Data protection is built in from the outset to comply with GDPR and secure exchanges.

5) A concrete example

Take a customer making a complaint. Odigo’s conversational agent handles the greeting, collects key information, and checks the request’s eligibility via the CRM. If the case is standard, it automates full resolution. However, if emotional nuances are detected, the case is passed to a human advisor already briefed—thanks to a summary generated automatically by the AI.

The result: fewer frictions, improved productivity, and an enhanced customer experience.

FAQ

What is the definition of agentic AI?

Agentic AI refers to a form of artificial intelligence based on intelligent agents capable of perceiving their environment, reasoning, and acting autonomously to reach an objective. Unlike a simple chatbot, it doesn’t just reply: it can analyse, decide and execute actions in complex business processes—with or without human oversight.

How does agentic AI work?

Agentic AI operates on a three-step cycle: perception (analysing data and context), reasoning (autonomous decision making via machine learning), and action (the ability to act in real time to solve a problem or reach an objective). It thus combines conversational intelligence and process automation while staying under human supervision to ensure reliability and security.

How is agentic AI different from other AI models?

Unlike conventional AI models—often limited to executing instructions or generating content—agentic AI stands out by its ability to act autonomously. It doesn’t just analyse data: it understands context, makes decisions, and executes concrete actions within business processes. In other words, it combines the power of generative AI with the logic of intelligent agents able to manage complex tasks in real time.

How to harness the power of agentic AI?

Start small, aim big: identify a high-impact process (e.g. request qualification in customer service), connect the agent to your systems (CRM, ITSM) via APIs, implement security safeguards, human supervision, and GDPR compliance. Measure impact (automation rate, CSAT, cost reduction) and then scale gradually.

How can I begin using agentic AI in my organisation?

Identify a priority use case (e.g. qualification/resolution in customer service) and set clear KPIs. Launch a pilot by connecting the agent to your systems (CRM/ITSM) via APIs, with security safeguards, human supervision, and compliance with GDPR. Measure the impact (automation rate, CSAT, cost reduction), then expand progressively.

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Why Conversation Analytics Is a Priority

Every day, your agents speak with customers—these conversations are rich with insights: concerns, expectations, frustrations. But all too often, once the call ends, that value is lost. Wrap-ups are incomplete, quotes go unanalysed, and insights remain diffuse.

As a result, decisions rest on partial indicators. Weak signals are missed. Leaders lack the real feedback needed to refine journeys or evolve offerings.

That’s shifting. A 2025 BVA / Relation Client Mag study shows 45% of customer-relations directors now put conversation analytics among their top priorities. Why? Because customers expect to be understood on first contact and to feel heard.

Conversation analytics transforms what’s said into structured, actionable insights—making it concrete, not abstract.

Speech Analytics by Odigo: A Modular, Pragmatic Solution

Odigo’s Speech Analytics is built to flex with your maturity and priorities. It’s composed of four core modules (plus a bespoke option) to suit diverse use-cases:

• CARTO – Map out why customers call
  Use conversation analytics to visualize dominant call drivers, track trends over time, and uncover weak signals beyond standard categories. This enables smarter routing, process design, and experience optimization.
• SAT – Detect emotion & dissatisfaction
  Every nuance—tone, hesitation, wording—can hint at friction. SAT surfaces recurring sources of frustration, letting you close gaps in your journeys, tailor training, and reduce customer effort.
• FOCUS – Spot churn risks & competitive signals
  What drives customers away? Which frustrations push them to competitors? FOCUS finds conversations with churn clues, competitor mentions, or critical feedback. That’s your roadmap to retention and sharpening your unique value.
• TAILORED / CUSTOM – Align analytics to your strategic KPIs
  For organizations with specific measurement needs, we build custom dimensions, themes, and reporting formats aligned to your business, your priorities, and your context.

Architecture: From Recording to Action

Recording & Filtering
Calls between agents and customers are captured via Odigo Record. Clients define precise filters: which service, what time period, or what call types should feed the analytics.

Processing & AI / NLU
Our tech stack combines rule engines, natural language understanding, and generative AI to extract relevant signals, structure them, and synthesize actionable insights. We balance model efficacy and cost.

Dashboards & Insights
Results are surfaced in clean, contextual dashboards built for specific objectives: reduce friction, redesign journeys, or optimize teams. Stakeholders get insights they can act on immediately.

Data Governance & Compliance
All of this operates under strict GDPR adherence—via anonymization, data-purging policies, and privacy-by-design.

Key Benefits You Can Expect

Speech Analytics delivers value across organizational layers:

• For agents: better call distribution, fewer wasteful calls
• For supervisors: sharper visibility into call drivers, training focus
• For leadership: empirical guidance to steer CX strategy

Tangible gains include:

• Enhanced customer understanding
• Increased first-contact resolution
• Improved NPS
• Reduced churn

These benefits are rooted in a deeper listening and more accurate representation of customer experience.

Why Odigo Is Your Ideal Speech Analytics Partner

With over 20 years of European AI expertise, Odigo fuses tech power and industry insight to turn every conversation into reliable intelligence. Our unified platform is designed for rapid activation—regardless of your maturity level.

If you’d like to see how Speech Analytics can work in your context, our experts are ready to explore use cases with you.

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For years, European contact centres have adopted US-based CCaaS platforms. But 2025 marks a turning point. Geopolitical instability, AI compliance demands, and new data privacy rulings have shifted the calculus. The Ziptone 2025 report confirms what many CX leaders already suspect: it’s time for a more secure, sovereign approach to customer engagement.

The Shifting Landscape of Trust and Technology  

As European organisations grapple with tightening GDPR enforcement and the emerging DORA (Digital Operational Resilience Act), their reliance on foreign-owned cloud platforms is now seen as a business risk. Ziptone’s report reveals that 80% of Europe’s digital infrastructure still depends on non-EU tech — a figure that raises urgent questions about compliance, data access, and vendor control. The report draws attention to several challenges:

• Vendor lock-in and pricing volatility from non-EU providers

• Lack of transparency around AI training data and regulatory obligations

• Security vulnerabilities when data crosses jurisdictions

Switching between screens, juggling multiple applications, and scrambling to retrieve customer information — this is the daily reality for many agents. The result? Wasted time, reduced focus, and inevitably, a dip in service quality.

What Makes a Platform Truly European?

Not all CCaaS platforms claiming “European” status are truly sovereign. Ziptone’s analysis shows that many white-label US infrastructure or are partially owned by non-EU entities. Odigo stands out in this context. 

With full EU data residency, GDPR-native architecture, and compliance with PCI-DSS, ISO, and DORA, Odigo isn’t just a localised product — it’s a contact centre ecosystem purpose-built for European business resilience.

Odigo’s Strengths Recognised by Ziptone:

Odigo scored top-tier rankings in: 

• Inbound & Outbound capabilities (voice, chat, bots, video, callback) 

• AI & Automation (transcription, sentiment analysis, agent assist, predictive AI) 

• Security & Compliance (GDPR, DORA, PCI-DSS, biometrics) 

• Integrations & Platform (CRM, ERP, WFM, BI) 

With support for over 60,000 agents, a trusted partner ecosystem (IBM, Capgemini, Telefónica), and customer-first innovation cycles, Odigo is the platform of choice for enterprises and public sector organisations looking to take back control of their CX infrastructure. 

The Business Case: More Than Just Compliance

Modern customer experience isn’t just about managing conversations — it’s about driving revenue, brand trust, and operational resilience. In a world where customers expect AI-powered personalisation and fast, consistent responses across channels, the infrastructure behind those experiences matters more than ever. 

With Odigo, you’re not just getting a compliant solution — you’re getting a platform designed to boost agent performance, improve reporting accuracy, and scale securely with your organisation’s growth. Features like predictive routing, sentiment analysis, and AI-powered summarisation help frontline teams work smarter, not harder. 

Future-Proofing CX Through Open Ecosystems  

Ziptone’s report makes another important point: the future of CCaaS lies in open, composable platforms. Odigo is architected with openness at its core. Through native APIs and seamless integrations with major CRMs, ERPs, and WFM tools, Odigo enables you to innovate without vendor lock-in. 

Whether you’re expanding into new markets or reconfiguring your service flows with AI, Odigo’s flexible infrastructure means your CCaaS evolves with you. 

Conclusion: The Strategic Imperative  

The Ziptone report provides a roadmap for any European leader evaluating the future of their contact centre. In an age of AI transformation and cloud complexity, Odigo offers clarity, continuity, and compliance. 

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Odigo and Salesforce Service Cloud Voice bring together two expert solutions to improve agents’ day-to-day work and elevate the customer experience. With our connector, your teams benefit from a unified console to manage all interactions in one place. By combining Contact Centre as a Service (CCaaS) capabilities with your CRM, agents have access to all the tools they need to meet customer expectations and deliver a seamless, end-to-end experience.

A single interface for more efficient agents

Switching between screens, juggling multiple applications, and scrambling to retrieve customer information—this is the daily reality for many agents. The result? Wasted time, reduced focus, and inevitably, a dip in service quality.

Integrating Odigo with Service Cloud Voice removes these obstacles. Our connector allows agents to access all interactions directly from the Salesforce interface. The experience is far more intuitive, allowing agents to concentrate on what really matters. As soon as a call is received—or initiated—the agent sees the customer’s profile and journey, including their history, past queries, and previous solutions.

But the solution goes beyond simply displaying data—it actively supports agents throughout the conversation. Every call is transcribed automatically in real time, in over 120 languages. Paired with Salesforce AI, this transcription powers a range of smart features. For example, it suggests “next best actions” based on the context of the call, helping agents respond more efficiently. At the end of the call, a structured summary is generated automatically and ready to use. No more writing up notes manually—agents save time and ensure consistency and traceability across all interactions.

Performance gains are quickly felt:

• Faster service through a centralised, intuitive interface
• Fewer data entry errors
• More time to focus on customer relationships

These benefits extend to new team members too. The connector is user-friendly and easy to pick up, enabling rapid onboarding.

A seamless and personalised customer experience

When a customer contacts a brand, they expect to be recognised, listened to, and offered timely solutions. Few things are more frustrating than having to repeat your situation multiple times or being transferred to someone who has no context.

With Odigo and Salesforce SCV, every agent has immediate access to key information. Even after a transfer, the conversation continues seamlessly, as if handled by one person.

Response times are shorter, and interactions feel more personal and coherent. Customers feel genuinely heard, with their needs understood from the start and addressed as quickly as possible.

It’s this attention to detail that makes all the difference. By reducing wait times, enabling first-contact resolution, and ensuring continuity across agents, integration directly boosts customer satisfaction and loyalty.

Spotlight: transcription

Transcription plays a central role in streamlining operations, and Odigo is committed to delivering unmatched capabilities. Our solution:

• Accuracy that exceeds human-level transcription
• Industry-specific models that understand sector-specific language
• The ability to add your own company vocabulary: product names, services, acronyms, technical jargon

This high level of speech recognition ensures accurate, CRM-ready data—a solid foundation for analysing and improving customer relationships.

Advanced outbound campaign management

Odigo also supports outbound campaign management with Service Cloud Voice. Your teams can:

• Target contacts based on detailed criteria and scheduling.
• Distribute calls intelligently across agents using various modes (preview, progressive, rescheduling, qualification, etc.).
• Automatically display customer records with relevant context when the contact is recognised in the CRM.
• Set tailored callback rules depending on the situation (voicemail, unavailable, busy, etc.).
• Track campaign performance in real time.

By combining Odigo’s campaign features with Salesforce’s Service Cloud Voice, organisations gain a powerful tool for managing outbound calls. Whether for sales, collections, or customer satisfaction, integration helps boost productivity across all campaigns.

Odigo provides Contact Centre as a Service (CCaaS) solutions designed to improve the effectiveness of interactions between brands and their customers.

Our team brings over 10 years of CRM integration expertise. Odigo is Salesforce’s leading European BYOT (Bring Your Own Telephony) partner for Service Cloud Voice. This experience delivers tangible benefits:

• Increased agent productivity
• Improved satisfaction for both agents and customers
• Higher data quality
• Seamless end-to-end tracking
• Fast, context-sensitive deployment

Our solution is open, flexible, and built to adapt to your current and future needs. Want to find out more?

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Despite typically spending two to five minutes—often more—summarising calls manually, the results are often inconsistent, incomplete, or hard to use. The problems arise due to subjective opinion, memory recall and both writing skill and style. The consequence? Key information gets lost, and customers may need to repeat themselves. 

According to a 2024 PwC study, 56% of CEOs reported improved employee efficiency thanks to generative AI. Automating call summaries is one such opportunity—simple to implement, rich in benefits. 

AI can take over this task, ensuring every summary is structured, consistent, and immediately accessible. But how does it actually work? What are the real benefits? And what best practices can help you get it right? Let’s explore. 

The rise of automated call summaries

Operational efficiency is key to smoother interaction flow and better service delivery. Since wrap-up happens after every call, it’s no surprise that AI-generated call summaries have gained traction as a way to reduce agent workload and improve efficiency—but summarisation can come with challenges. 

A recent example is Apple’s decision to suspend its news notification summary service after inaccuracies were found in the generated content. However, this was due to the unique limitations of summarising short notifications without sufficient context, combined with on-device AI processing limitations. It highlights the importance of choosing the right technology—and using it in the right context.  

Reinvesting agent time

While spending a few minutes on a task might not seem like much, it adds up fast. Worst case: your agent spends 5 minutes writing up each call, with a target of 50 calls a day—that’s 250 minutes, or just over 4 hours. That doesn’t leave much actual talk time. No wonder it impacts productivity. 

By automating this repetitive task, agents can redirect their focus towards more strategic, high-value conversations. It’s not just a time-saver—it’s an efficiency gain that benefits the whole team. 

The increasing need for data structure and quality

Efficiency, AI quality monitoring, and enterprise-level supervision all depend on clean, usable information. Manual summaries are often inconsistent—each agent brings their own style, level of detail, and tone. The result is poor-quality, unstructured data that’s difficult to use. 

This creates two major issues: 

• Businesses lose out on valuable customer insights 

• Customers may have to repeat information due to incomplete or inaccessible histories 

AI-driven summarisation helps standardise the format and content of call wrap-ups, making data easier to use across teams and systems. 

AI summaries are quick and consistent

With generative AI, agent-customer conversations can be summarised instantly in a clear, structured, and usable format. But, not all summaries are created equal. If an AI solution isn’t properly configured, the result can be just as flawed—missing key points or lacking context, only at a higher cost. 

So how do you ensure the output is meaningful and actionable? 

Best practices for high-quality summaries

To get the most from AI-powered summaries, they must be tailored to your business needs. Here are three key principles: 

1. Define the right customer insights

Summaries should reflect the essential information your business needs. Decide upfront what should be captured, such as: 

• Customer satisfaction: What level of satisfaction was expressed? 

• Reason for the call: What issue or query was raised? 

• Agent’s response: What solution or advice was given? 

• Agent behaviour: What soft skills or communication style was demonstrated? 

By defining these elements, you ensure summaries serve both operational and strategic goals. 

2. Set up, test, and refine

Implementing automated summaries requires collaboration across business and IT/AI teams. It’s crucial to: 

• Choose the right tech stack: The solution must support transcription, speech recognition, summarisation, and seamless integration. Transcription quality is often overlooked but critical. 

• Test in real-world conditions: Check how the system handles different types of calls. Evaluate not just accuracy but also formatting elements like tone and length. 

• Train your teams: Help agents understand how the tool works and gather their feedback to improve adoption and outcomes. 

An iterative process will help ensure summaries are accurate, relevant, and fit for purpose. 

3. Monitor ROI

AI summarisation delivers value on multiple fronts: 

• Time savings: Less manual admin means more time for high-impact customer interactions. 

• Better customer insight: More complete and standardised records enable deeper personalisation. 

• Stronger loyalty: A better understanding of customer needs results in higher satisfaction and retention. 

• Happier agents: With tedious tasks handled by AI, agents can focus on meaningful work and enjoy a better day-to-day experience. 

Some benefits—like time savings—are immediate, while others—like improved customer insight—deliver long-term value. 

Odigo: AI tailored for professional-grade call summaries

While collaboration across teams is key, AI can be your strategic partner in turning conversations into actionable insight. 

With AI Orchestrator, Odigo offers a solution that fits your business context and uses leading language models to optimise customer service. 

Our approach is personal and adaptable. With 20+ years of AI experience, we work with you to define your use cases (goals, scope, formats, etc.) and configure the system using your industry-specific language for maximum relevance and clarity. 

After setup, we run tests and iterations to fine-tune output quality. And post-deployment? We stay involved, tracking performance and making sure your summaries deliver. 

Odigo offers a unified, high-performance platform that turns every conversation into a smarter customer experience. Ready to modernise your CX and get ahead of tomorrow’s challenges? 

Get in touch with our team