The Need 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. 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 and enable them to:

Optimize their customer service in order to absorb fast growth from their customers.Significantly 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. Reduce the number of requests directed toward the back office.

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.

Why Denodo?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.

Currently, the single view of client is utilized by three of the most important areas of the contact center at Jazztel:

Customer service, including customer retention and loyalty, which represents 63% of the agents.Support and configuration, 30%. Collections, 7%.

IndustryTelecommunications

Profile JAZZTEL is a leading telecommunications and data transmission carrier with its own infrastructure in Spain, offers broadband solutions for voice, data and Internet traffic geared towards residential and business markets. The company owns the most extensive fixed telecommunications network in Spain and is one of the most rapid telecommunication networks in Europe.

Customer Quote“Denodo is our main partner in the contact center as it enables high quality interactions and we have noticed significant improvements in customer call times and in solving customers’ problem on the very first call.”Juan Manuel Monedero – Director of Customer Applications, Jazztel

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

Case Study: Jazztel

Jazztelwww.jazztel.com

BenefitsAs a direct result of this project, Jazztel has achieved the following benefits:

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%.Doubled the level of Customer Retention.Provided an immediate return on investment.

Jazztel is currently considering expanding the unified desktop to all other areas of their contact center operations. Additionally, they will add new sources and new features to the Unified Desktop and intend to create a self-service portal for the client using technology from Denodo. In addition to the cited benefits, the company highlights the rapid implementation and immediate return on investment from the solutions offered by Denodo.

Denodo is the leader in Data Virtualization providing the industry’s first fully RESTful Linked Data Services. It enables customers to deliver Agile BI leveraging logical data warehouses, big data and cloud, and Agile Data Services for both SOA and RESTful applications for mobile and cloud. Denodo Platform allows easy discovery, optimized access and unified governance via a unified virtual data layer across any enterprise, Web or unstructured data source at lower cost. Founded in 1999, Denodo is privately held.

Visit www.denodo.com Email info@denodo.com

North America & APAC (+1) 877 556 2531EMEA (+44) (0) 20 7869 8053 Iberia & Latin America (+34) 912 77 58 55 twitter.com/denodo

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