Provide better customer experience with contextual routing

Understand the context of customer interactions to achieve swifter resolutions.

Contextual routing automation helps you understand what your customers want

Increase the value of conversations with routing automation based on customer profile, interaction history and intent.

KEY BENEFITS

Enrich customer satisfaction with contextual routing

Odigo contextual routing software

A tailor-made customer engagement strategy built on multiple routing and distribution rules.
Define and configure routing rules with a clear and comprehensive interface.
Optimized routing rule development with pre-launch testing and analysis.
Improved average handle time (AHT), first contact resolution (FCR) and customer satisfaction (CSAT).

Features

Add contextual routing efficiency to your contact center

Intuitive interface

A simple-to-use interface for setting up and refining the routing rules that put your customer engagement strategy into practice.

Time-sensitive routing rules

Configure contextual routing rules to apply on specific dates and at specific times.

Data-rich routing decisions

Leverage data from your CRM or other business tools to automatically route customer interactions to the right agent.

Routing rule analysis

Simulate and validate contextual routing rules before putting them into operation, and analyze the effectiveness of the rules currently in use.

Improving customer satisfaction with Odigo contextual routing

Industry: Public sector

Markets: Europe

Industry: Logistics

Markets: Europe

Industry: Retail

Markets: Europe

Industry: Retail

Markets: Europe

Industry: Transport and Mobility

Markets: Europe

See all clients

Discover the benefits of contextual routing in our use cases

How contextual routing improves customer and agent experiences while increasing contact center efficiency

What is the best way for a semi-public utility company to route customers to the right agent at the right time in order to drive customer loyalty and engage agents?

routingCXAXCRM

Read the use case

See Odigo contextual routing in action

Satisfying customer service
Improved agent support
Reduced Average Handle Time (AHT)

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