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Video: Data Virtualization for Call Centers – Smart, Smarter, and Smarterer

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.

Speaker 
Juan Manuel Monedero, Business Applications Manager, Jazztel 
Juan Manuel Monedero graduated from UPM as an Informatics Engineer. His professional career has led him to participate in projects for various telecommunication organizations such as Telefonia Data, Vodafone, Retecal and Comunitel. Juan currently focuses on development projects in the SSII area of Jazztel where he is responsible for a various BSS application. In the Call Center area the Customer file and “Par Vacante “ ( both supported by the VDP platform) and in other areas such as Finance applications, Corporate payments (NETplus) and the Management system of customers with pending payments. His experience leads him to focus on:

  • End user interaction for requirements identification-Definition and validation of functionality for systems development
  • Development management with providers (planning, follow up and support)
  • Functional support of exploitation areas

All this gives Juan the opportunity to interact with almost all the Business areas inside Jazztel (Customer care, Credit control, Finance, Legal, etc.. ) and the opportunity for direct participation in the complete development life cycle from initial requirement definition meetings all the way through to production, providing a Global vision of Jazztel´s business and strategic insight to how an efficient Telco operator works.

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