Jazztel Doubles its Client Retention Rate and Reduces Back-Office Workload by More than 50% with a Unified Desktop Provided by Denodo

• Application Infrastructure & Middleware - Data Exchange & Integration

• Telecommunications

• System Integration

JAZZTEL, a leading telecommunications and data transmission carrier in Spain, was facing a challenge in differentiating themselves from their competitors by providing the highest possible level of service. Their contact center, equipped with a CTI solution, required the agents to consult and utilize many different systems (CRM, Incident Management Systems, Network Management Systems, Diagnostic Systems, etc.) causing a lot of complexity in completing tasks. The company decided to find a software tool that would integrate with the CTI and provide their agents all the information they needed during a call. They aimed to optimize their customer service, improve the quality of customer service, increase Call Center productivity, have a flexible and dynamic platform which could quickly adapt to changes in the business and IT infrastructure, reduce the number of applications that needed to be accessed by the agents, and reduce the number of requests directed toward the back office.

JAZZTEL is a leading telecommunications and data transmission carrier with its own infrastructure in Spain. The company offers broadband solutions for voice, data and Internet traffic geared towards residential and business markets. JAZZTEL owns the most extensive fixed telecommunications network in Spain and is one of the most rapid telecommunication networks in Europe. Despite being recognized for having the best offering in the market and the only operator with their own call center, their greatest challenge was to differentiate themselves from their competitors by providing the highest possible level of service.

After analyzing the available technologies in the market, Jazztel chose the Denodo platform which would allow them to integrate all of their external and internal systems in a real-time manner, giving agents all the information necessary to answer customer inquiries on the first call. The Unified Desktop developed by Denodo enabled the Jazztel agents to use a single tool to provide all necessary customer information, irrespective of which system the data resides in and in which format it exists. Additionally, the Denodo platform enabled access to external systems so Jazztel could easily integrate their systems with those of other suppliers and thus the agents could also discover in real-time the situation regarding order status with their logistics partners. The load specified for the Jazztel system is for 1,000 agents, of which 400 work concurrently completing an average of 18,000 calls per day.

• Increased the quality of customer service, achieving a satisfaction index of over 94%.
• Decreased back-office workload by more than 50%.
• Increased First Call Resolution rate to over 90%.

• Back-office workload reduced by more than 50%
• First Call Resolution rate increased to over 90%
• Customer Retention rate doubled