Odigo has launched a new cloud-based customer care platform, Odigo Essential, designed for small businesses. The solution makes access to advanced tools for managing customer interactions simple, agile, and centralized.
Essential represents one of the brand’s major launches this year and marks a new step in the company’s growth strategy. With this offering, Odigo aims to expand its footprint, reaching a segment that, in Spain alone, is made up of nearly three million SMBs.
The company has created with Essential a new division focused on the digital world and leveraging AI to provide 24/7 deployment services that are fully automated and immediate to meet the needs of small businesses. The launch culminates a process that began a year ago with the acquisition of the European company Akio, now fully integrated into the platform.
“Small businesses also need to offer agile, personalized, and coherent care across all channels, but they don’t always have specialized teams or the resources required to manage complex solutions,” explains Lucía Álvarez, Odigo Iberia’s Managing Director, who notes that “with Essential we bring the technological know-how Odigo has accumulated over four decades to a simple, agile platform ready to grow with them.”
A single platform for all channels
From a single interface, you can manage voice interactions, email, chat, WhatsApp, and social networks from your customers. In this way, the agent can view a customer’s history, maintain continuity across channels, and respond without having to work with different applications.
The platform uses AI as its core to incorporate capabilities for managing calls, email, and chat, as well as tools to develop campaigns, craft reports, and monitor activity in real time.
According to the company’s estimates, Essential can enable SMBs to automate up to 40% of interactions, reduce call transfers by 20%, and improve outreach capacity by 15%, depending on the platform’s configuration, the processes of each organization, and the use cases implemented.
Immediate activation and autonomous management
The speed of deployment and its simplicity are the main features of the solution. The environment is provisioned automatically, meaning no software installation is required, and users can begin leveraging its core functionalities from day one.
Focused on the complete independence of users, the different profiles—from administrators and supervisors to agents—also have online assistance, manuals, and resources to configure and manage the tool autonomously. When a company requires a more complex deployment, Odigo and its network of partners can offer professional services, training, certification, and bespoke deployments.
Odigo thus makes its leap into the SMB market with a new solution, entirely differentiated from its Enterprise Suite for large corporations. Two distinct solutions tailored to the needs of each market. In this way, Essential brings the know-how of a market leader with more than four decades of experience to small businesses seeking to professionalize their customer care without needing large specialized teams.
European technology and integration capability
Hosting data in Europe allows companies to maintain greater control over their information and processing. The solution brings the security guarantees and support Odigo has developed for large organizations to the SMB segment.
Moreover, its open architecture enables connecting it with the applications used by each business, including their customer management systems. Essential offers native connectors with some of the leading software solutions on the market and supports integrations tailored to other technology ecosystems.
“Essential also represents an important evolution for Odigo because it broadens the reach of our offering and opens up new opportunities for growth. We want to become the technology partner for companies that until now could perceive this kind of solution as complex or distant from their reality, offering them the security and backing of a European specialist company,” concludes Álvarez.
Odigo Essential is a ready-to-use solution that can be purchased directly via the web. In addition, the company offers advisory services and also a Try & Buy model for those users who want to learn more about the solution before deciding.
