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Odigo is proud of its association with Frost & Sullivan, respected research & consulting firm with a track record of delivering actionable insights to companies that want to create and implement a continuous flow of innovative growth opportunities.
Frost & Sullivan provides customer experience and customer contact decision-makers with an integrated 360-degree perspective of the vast contact centre solution ecosystem. New technology platforms will be essential to meeting the communication needs of tomorrow’s consumers.
Frost & Sullivan and Odigo have partnered to produce research and reports to better understand future contact centre customer expectations.
Frost & Sullivan recently partnered with Odigo to gather UK-based thought leaders from the finance, telecommunications, and nutrition industries to discuss customers’ digital expectations in 2022 and beyond.
The session yielded insights that spanned across industries:
Get all the insights in the thought-provoking article here.
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A Frost & Sullivan report
Odigo ranks among the top performers in the Frost Radar™: European Contact Centre as a Service Market, 2021 report, leading the growth sector. Among the top 20 European enterprise cloud contact centre providers analysed in the Frost & Sullivan report, Odigo is positioned in 1st place for growth and also as one of the top European providers for innovation.
Odigo’s recognition is based on the Frost & Sullivan analysis of our strengths:
For a more in-depth look at why and how Odigo is a leader in the European CCaaS market, please download the report.
In ‘The Future of Customer Experience: Invisible and Seamless Personalisation’ white paper, Frost & Sullivan’s analysis provides businesses with an opportunity to get an independent view of the future trends of CX. The Frost & Sullivan report states that forward-looking CX companies should deliver customer personalisation strategies across multiple channels to form one seamless conversation. This whitepaper looks at the latest developments in customer experience (CX), including changes accelerated by the COVID-19 pandemic. It draws on the most recent research to understand in which ways change is occurring.
The Frost & Sullivan report focuses on four key themes:
Customer expectations are at an all-time high, and companies must ensure that they deploy the right personalisation strategies to satisfy customer demands. The right technology can help businesses meet these challenges and deliver it hand-in-hand with cost efficiencies and increased agent satisfaction.
To really understand, connect and deliver personalised customer experiences, harnessing data is crucial. With an ever increasing volume of data, differentiation hinges on effective data strategies. Find out about the symbiotic relationship between data and AI in the second video of this 4 part series.
Speed and self-service are customer expectations that can be met through the use of AI-infused services. Automation leads to a satisfying customer experience and free up agents to help with complex issues. Learn how organisations can meet customers where they are, and how seamless, channel-less journeys are the future.
Cross-skilled super agents will help build more resilience and reactivity into contact centres. When relieved of repetitive tasks, increased satisfaction help agents understand their role in the process and bring value to their interactions with customers. By providing agents with job satisfaction, companies will save on recruitment and training.
Odigo helps deliver best-in-class customer experiences so large organisations can stand out from the competition. If you want to discuss your contact centre’s unique needs or book a demo please contact us by completing the form.
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Thank you for your interest. Please download the Frost & Sullivan research and reports by clicking on the links below.
Frost Radar™: European Contact Centre as a Service Market, 2021 report. Download the report
Frost & Sullivan: The Future of Customer Experience: Invisible and Seamless Personalisation. Download the whitepaper.
Frost & Sullivan: The Future State of Customer Experience article. Download the article
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