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ODIGO
Odigo Contact Center
Reviews (7)
Rmn Mngz
Debt recovery campaigns have become more efficient and agents have gained clearer customer insights
Reviewed on Sep 14, 2026
Review provided by PeerSpot
What is our primary use case?
My main use case for Odigo is campaigns to recover debt from clients and operating as a call center with clients. For example, if a customer does not pay on time, we execute campaigns. We have more than ten campaigns. If a client belongs to one campaign, we contact them and attempt to recover the debt, trying to get them to pay. This is the main case, and we have also implemented an IVR process to facilitate customers paying without an agent, only with a machine.
What is most valuable?
Odigo's best features include a clear look and feel, excellent responsiveness, and ease of customizing fields and screens. We are using special screens in Odigo to personalize the main screen when a customer is contacted with personal information and contract information. We have also implemented a link to reach the 360 vision from SAP directly from Odigo.
Odigo has had a very good impact on my organization because the department working with this tool has experienced very positive change. It is a tool that makes it very clear to get information and reports, and it is beneficial for both agents and supervisors.
The more important KPIs are checked by the supervisor. They are also very interested in the reports of incoming recovered money from customers, which are very important for this use case and for the team.
What needs improvement?
I think it would be better if Odigo had more development tools to integrate with third-party tools. Needed improvements for Odigo would be integration with third parties because we have extensive integration with SAP. For us, it would be complex to do some integrations, but we are working with a good development team from Odigo, and it would be easy to work with them. However, we need more APIs to get some information or to get some keys from Odigo.
For how long have I used the solution?
I have been using Odigo for more than one year.
What do I think about the stability of the solution?
Odigo is stable.
What do I think about the scalability of the solution?
Odigo's scalability is easy to achieve because they have many blocks and specific tools to make scalability possible.
How are customer service and support?
The customer support for Odigo is great. We do not have any problem with the support, and sometimes when we need to create an incident, solve an incident, or create a ticket, it is easy and quick to do with the provider team.
Which solution did I use previously and why did I switch?
I did not previously use a different solution before Odigo.
What was our ROI?
I have seen a return on investment with Odigo because the use case is to save money and also to save time. Both money and time are saved.
Which other solutions did I evaluate?
I did not evaluate other options before choosing Odigo.
What other advice do I have?
The main advice I would give to others looking into using Odigo would be to take time to design the process and the integrations before working in the tool. I rated this review nine out of ten.
reviewer2898288
Omnichannel routing has unified digital interactions but still needs more intuitive design and setup
Reviewed on Sep 12, 2026
Review provided by PeerSpot
What is our primary use case?
I used Odigo as part of the integration of RingCentral with Odigo. Odigo was already integrated with RingCentral for the email part for us. Odigo made it possible to integrate the email interface of RingCentral with its routing engine and therefore to do omnichannel according to Odigo's rules but with RingCentral's email interface and email rules.
What is most valuable?
The power of its routing engine is one of the best features that Odigo offers, particularly the way skills work and its ability to have fine-grained routing of interactions.
For the clients I was working with who had Odigo, it allowed them to have a single platform on which they managed all their digital interactions and all their customer interactions.
What needs improvement?
Odigo's UX and UI could be more intuitive and efforts could be made on the design of the solution.
For how long have I used the solution?
I have been using Odigo for five years.
What do I think about the stability of the solution?
There were call drops and a difficulty in getting logs on the dropped calls.
What do I think about the scalability of the solution?
I assess Odigo's ability to handle a large number of users or interactions as sufficient.
How are customer service and support?
It is good. On a scale of one to ten, I would rate customer support as eight.
Which solution did I use previously and why did I switch?
In the context of my last professional experience where I used Odigo, the end client was using an in-house telephony system and Outlook for emails.
Which other solutions did I evaluate?
I evaluated RingCentral, not included within Odigo, but RingCentral as a standalone.
What other advice do I have?
The RingCentral–Odigo integration was very superficial and therefore there was not necessarily the benefit of all the fine routing capability of Odigo in the emails used on RingCentral.
I was not involved in measurement topics. The solution may have been positively received mainly by management for agent productivity, less so in the field.
It is a tool that, when you spend time on it, can be properly configured. However, there are a certain number of limits in the tool and complexity in the configuration, as well as a configuration interface that is poorly designed.
I would advise others considering using Odigo to take the time to have internal resources to build up skills on the subject and to take ownership of how the solution works. I provided this review with an overall rating of six.
NavnathSolanke
Centralized omnichannel routing has transformed customer journeys and improved agent productivity
Reviewed on Jun 14, 2026
Review from a verified AWS customer
What is our primary use case?
Odigo serves as our primary tool to transform our customer service operation, functioning as a comprehensive contact center SaaS service that provides centralized interactions. Intelligent routing of interactions represents another important aspect of our main use case, where Odigo distributes customer contacts at an organizational level, making intelligent routing a primary use case for us.
What is most valuable?
Our team uses Odigo as a unified hub for managing all our customer interactions across various channels, including phone, email, chat, social media, and Salesforce chat, which plays a centralized role by integrating with Salesforce to provide a consistent and personalized experience that helps centralize all customer data.
Odigo offers several key features that are essential for our operations. Odigo is designed to be flexible and scalable for our business, enabling rapid adaptation to changing customer demands on a seasonal basis while emphasizing open interactions that smoothly integrate with our existing Salesforce CRM and other business systems for a more unified workflow.
Since using Odigo, we have seen a significant boost in customer satisfaction, achieving a high score because omnichannel routing ensures quick connections between customers and the right agents. Improvements in agent productivity result from real-time interactions that help resolve issues faster, reducing average handling times and increasing first contact resolution rates.
What needs improvement?
There is always an opportunity for enhancement in sophisticated CRM platforms like Odigo, particularly as customer expectations and technology evolve, with common focus areas for contact center solutions including advanced AI interactions for better self-service, predictive analytics, and streamlining user interfaces for more intuitive agent workflows.
For an even better customer experience, there is a growing need for greater personalization using customer data to anticipate needs for tailored interactions, as well as proactive communications that notify customers about delays or updates before they reach out, ensuring a seamless transition between communication channels for a frustration-free journey.
There are several other areas where enhancements are needed, such as proactive sentiment detection for understanding customer emotions in real time and deeper support for emerging messaging platforms to improve customer interaction methods.
For how long have I used the solution?
I have been working in my current field for three and a half years, and this is my first company.
What do I think about the stability of the solution?
Odigo is considered a stable and reliable platform for us, benefiting from cloud-native architecture and hosted on AWS, which helps minimize downtime and ensures smooth operations.
What do I think about the scalability of the solution?
Odigo's scalability is supported by its cloud-native architecture, allowing it to handle fluctuations in interaction volumes without major hardware upgrades.
How are customer service and support?
We experience comprehensive customer support with Odigo, encompassing user onboarding, technical assistance, and ongoing account management to ensure effective platform utilization. I would rate the customer support at nine, as they provide timely technical support and guidance across all cases, ensuring issues are managed promptly.
Which solution did I use previously and why did I switch?
Our team was previously using Genesis, and while we still utilize it for other operations, we have fully deployed Odigo with Salesforce, making it essential in our current setup.
What was our ROI?
The returns on investment with Odigo depend on our organizational baseline. With a growth rate of 123%, we have also reduced major escalations by almost 95 to 96%, contributing significantly to both customer and employee experiences.
What other advice do I have?
I can share specific metrics related to customer satisfaction scores and average handling time improvements. I would rate Odigo overall as a nine because I have not faced any specific issues with it. I assign a rating of nine out of ten to Odigo because its intelligent routing has successfully reduced our wait time from around 92% to over 95% in three months, leading to a measurable increase in our customer satisfaction scores, evidenced by our business scalability of over 100% and our overall performance surpassing expectations at 123% last fiscal year. My best advice for others considering Odigo is to clearly define their specific customer service goals, invest time in agent training, and utilize the analytics and reporting features for continuous performance monitoring and improvement. I have rated this review a nine overall.
Which deployment model are you using for this solution?
Public Cloud
If public cloud, private cloud, or hybrid cloud, which cloud provider do you use?
Amazon Web Services (AWS)
Ashutosh C.
Great tool for Call centers and great NLP Solutions
Reviewed on Apr 20, 2025
Review provided by G2
What do you like best about the product?
It is pretty simple to use. The UI is pretty smooth and it has great Natural language processing if you use voicebots.
What do you dislike about the product?
It can be buggy sometimes and can crash sometimes.
What problems is the product solving and how is that benefiting you?
It helps us in answering user calls and doing outbounds. Also, there is a voicebot which helps solve L1 user queries.
Vishal P.
Very good
Reviewed on Apr 20, 2025
Review provided by G2
What do you like best about the product?
Able to connect with many people in different locations, saving my time to connect with them separately on other platforms and discuss the business process.
What do you dislike about the product?
Earlier it was bit confusing to get used to it.
What problems is the product solving and how is that benefiting you?
It's helping me in recruitment
Aniket G.
Odigo
Reviewed on Apr 17, 2025
Review provided by G2
What do you like best about the product?
Its user-friendly platform makes travel planning in Japan super easy.
What do you dislike about the product?
Limited coverage outside major tourist spots.
What problems is the product solving and how is that benefiting you?
Odigo simplifies Japan travel planning by offering tailored itineraries, saving time and reducing stress.
lorenzo s.
Best Customer Service Solution - Odigo
Reviewed on Feb 21, 2024
Review provided by G2
What do you like best about the product?
First, I like that Odigo is fully cloud based and comes with great features. It makes handling customer issues and engagements easy. It is easy to deploy and integrate to existing software.
What do you dislike about the product?
With Odigo, there has only been good experiences and no dislikes.
What problems is the product solving and how is that benefiting you?
It is a great contact center for business and has made it easy to handle customer needs.