The Agencia Estatal de Administración Tributaria, AEAT wanted to improve its communication with taxpayers through a top-level technological solution for its Contact Center, especially for the “Le Llamamos” scheme during the Income Tax Campaign. Up to now, they had a traditional solution for telephone appointments, and the alternative offered to improve their operational efficiency and service to citizens was the integration of Zoom's ecosystem, allowing a single omnichannel platform to manage videoconferences, telephone service, events, and mass communication.

In addition to the 15,000 Zoom Contact Center licenses and the deployment of more than 22,000 agents, we provide the customer with professional services from our certified experts, which have made possible, among other use cases, the integration of our solution with AEAT’s own CRM and other existing customer applications. AEAT has therefore automated an appointment service to improve citizen service, both by voice and video call.