Cosmote e-Value:
Transforming Customer Experience
with Jaggle

Cosmote evalue is the largest contact centre outsourcer in Greece. With its 7,000 employees handling 160 million interactions per year and offering services in 16 languages, the company aimed to exceed its clientele’s expectations while maintaining growth and addressing the challenge of modernizing 150 legacy applications developed over 15 years and running on various outdated technologies.

Cosmote e-Value selected Jaggle to address this large-scale legacy application modernization project. With Jaggle’s unique capabilities for fast development in a controlled manner, the primary goal was to update application functionality and remove security and compliance concerns without hindering daily operations. A phased development and deployment approach was agreed upon with the Cosmote evalue to progressively introduce the newly developed Jaggle Apps to production without interrupting daily processes and with minimum personnel training. The company adapted Jaggle to build a low-code meta-platform named Lachesis to succeed in this challenging business goal.

Jaggle’s AI-powered data Model Creator and Form Generator drastically reduced the time it takes to translate complex business requirements into agent-side applications, empowering Cosmote e-Value to homogenize the agent’s working desktop. This led to better customer service and considerable savings while improving service quality. Jaggle’s detailed auditing features and GDPR compliance guaranteed data integrity and security, which are essential for earning customer trust and regulatory adherence.

1. Rapid Deployment and Market Adaptability: Jaggle ensures quick application creation with streamlined design and minimal hand-coding, crucial for maintaining an edge in the competitive l BPO market.
2. Cost-Effectiveness and Scalability: With its Kubernetes infrastructure, Jaggle delivers a cost-efficient solution.
3. Enhanced Data Management and Security: Jaggle’s capabilities include an AI-powered data model and form generator for interpreting complex business requirements into end-user apps.
4. Omnichannel Capabilities: Jaggle’s Omnichannel Contact Center Integration supports interaction handling and analytics and offers a uniform and ergonomically superior environment for service agents. Lachesis, built on Jaggle, empowers Cosmote evalue’s service representatives to interact with customers via voice, chat, video, and social media.

Lachesis, a specialized low-code meta platform built on Jaggle, has significantly improved the IT operational cost and legacy application unification compliance of agent-side CRM applications in Cosmote e-Value’s fast-changing and demanding daily routine. Many different databases, APIs, and middleware solutions previously hindered these applications. In addition to IT operations improvements, there has been a notable increase in cost savings for new employees’ onboarding and training.