Case Study: Luminus energises its contact centre with Odigo omnichannel customer care

Luminus energises 800+ agent support with Odigo

Luminus, the second-largest utilities supplier in Belgium, was facing the challenge of handling 10 million growing customer interactions per year. They needed a flexible and scalable contact centre solution that integrated seamlessly with their Salesforce CRM and provided an omnichannel, personalized customer experience. To address these needs, they turned to the vendor Odigo for a bespoke contact centre solution.

Odigo implemented an omnichannel platform that integrated directly with Salesforce, unifying the customer journey into a single interface for over 800 agents. The solution provided workforce optimisation tools and WebRTC softphone capabilities, which were highly appreciated. The Odigo platform empowered Luminus with a scalable system and allowed non-technical staff to make adjustments, all while incorporating feedback from agents to optimise their workflow.

Luminus