Case Study

Odondo

"We’ve found IPscape to be flexible, easy-to-use cloud solution that has all the features we need to be able to customize and control our contact centre across a range of different client use cases. "

– COO & Co-Founder, Odondo

1. The Business

Odondo is a virtual customer service business that supports SMEs and growth stage organisations outsource their customer care, technical help desk and support departments.  

Odondo provides the workforce and the technology for their clients and offers this through a flexible commercial model that scales according to demand. This provides their clients with the elasticity to adjust operations based on their own needs, such as retail clients who experience seasonality around key events including Black Friday and Christmas.

2. The Challenge

As a distributed business, Odondo needed to find a cloud-based solution that would cater to their fully remote workforce. Choosing the right platform was integral to underpin their operations as they needed a solution that effectively provided a multi-tenanted offering to accommodate varying client needs. Their core requirements included scalability, an easy to use and configurable solution, with strong reporting capabilities. 

3. The Solution

Odondo chose ipSCAPE for its feature-rich platform and flexible configuration, allowing quick setup of client environments. Key benefits include customisable campaigns for over 30 clients, real-time monitoring with wallboards, and insightful reporting on call volumes and historical performance. Their sophisticated IVR routing options cater to multiple regions and time zones, ensuring effective overflow and extended service hours. Additionally, IPscape’s fully browser-based cloud solution supports Odondo’s remote workforce, enabling access from anywhere.

4. The Benefits

  • Customisable campaigns to service multiple clients and personalise communications
  • Sophisticated Routing Options to service clients from multiple regions and timezones
  • Comprehensive Reporting through wallboards to monitor real-time activity
  • Remote working capabilities to support their remote workforce

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