Cosmote e-Value:
Transforming Customer Experience
with Jaggle

Cosmote e-Value, a leading contact center outsourcer, faced the dynamic shifts in the digital landscape. Handling 160 million interactions across 16 languages with 7,000 employees and services in 16 languages, they aimed to exceed their clientele’s expectations while maintaining growth and addressing the challenge of modernizing 150 legacy applications running on outdated technology.

Cosmote e-Value selected Jaggle to address these challenges. By utilizing Jaggle’s advanced capabilities and modular architecture, the primary goal was to transform customer interaction channels and update existing applications. The phased implementation was designed to progressively introduce new features without interrupting current processes.

Jaggle’s seamlessly combines speed and adaptability. The AI-Powered Data Model and Form Generator drastically reduce the time to translate complex business requirements, empowering Cosmote e-Value to enhance customer service across various channels. The platform’s auditing features and GDPR compliance guarantee data integrity and security, essential for earning customer trust and regulatory adherence.

1. Rapid Deployment and Market Adaptability: Jaggle ensures quick adaptation with streamlined design and minimal hand-coding, crucial for maintaining a competitive edge.
2. Cost-Effective and Scalable Solutions: Jaggle delivers a cost-efficient solution with cloud-optimized Kubernetes and Azure Cluster architecture, leveraging reusable components to ensure seamless scalability.
3. Enhanced Data Management and Security: Jaggle’s advanced modules, including the AI-powered data model and form generator, intelligently interpret complex business requirements, maintaining data integrity and compliance.
4. Omnichannel Customer Interaction: Jaggle’s Contact Center Channels Integration supports modeling and analytics across channels, offering seamless transitions between phone, chat, and social media.

Jaggle’s implementation has significantly enhanced the scalability, cost efficiency, and compatibility of Cosmote e-Value’s operations with diverse databases, APIs, and middleware solutions. In addition to operational improvements, there has been a notable increase in customer interaction and satisfaction!