Case Study: Jazztel achieves doubled customer retention and over 50% reduction in back-office workload with Denodo Technologies

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

Jazztel, a leading Spanish telecommunications carrier with the country’s largest fixed network, faced a contact-center challenge: agents had to consult many disparate systems (CRM, incident and network management, diagnostics, etc.), which complicated service delivery and slowed response times. The company needed a flexible solution to simplify agent workflows, improve service quality, boost productivity, reduce back-office requests, and scale to support rapid customer growth.

Jazztel implemented Denodo’s data-virtualization Unified Desktop to give agents a single, real-time view across internal and external systems, including supplier order status, for a contact center of 1,000 agents (400 concurrent, ~18,000 calls/day). The result: doubled customer retention, first-call resolution over 90%, customer satisfaction above 94%, back-office workload cut by more than 50%, and an immediate return on investment.

Jazztel

Juan Manuel Monedero

Director of Customer Applications