Showing 1 - 4 of 4 pages tagged with: Jazztel
View this case's whitepaper to learn more. 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.
View this case's video to learn more. 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.
ChallengesJazztel faced the following challenges with its call centerNo unified view of customer information – reduced upselling/cross-sellingDelayed customer service as agents had to consult multiple applicationsReduced scalability to support business growthSolutionDenodo deployed to enable ‘Unified Desktop’ that provides integrated customer informationIntegrated informational and operational sources to build data services to feed call center applications, self-service portalsEnabled high performance to allow over 400 agents to concurrently extract dataBenefitsJazztel saw the following...
Jazztel, a leading telecommunications and data transmission carrier with call centers in Europe and South America, was faced with a challenge of increased manual processing which required agents to consult and utilize many different systems to address customer queries. This session will talk about how Jazztel used a Data Virtualization platform to automate their customer information systems and achieved a customer satisfaction index of over 94%, decreased back-office workload by more than 50% and doubled their level of customer retention.