Team Leader, SAP CRM & Cx at a tech services company with 10,001+ employees
MSP
Top 20
Sep 14, 2026
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.
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.
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.
CCaaS provides cloud-based solutions for enhanced customer service operations, offering flexibility and reducing on-premises infrastructure needs. Ideal for businesses seeking efficient communication channels through a single platform.CCaaS enhances customer service delivery by integrating multiple communication channels into a centralized platform. It supports scalability, allowing businesses to adjust resources based on demand. This cloud-based service improves operational efficiency by...
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.
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.
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.