Spain's tax agency handles record 7 million calls using Telefónica‑Zoom platform

The Spanish Tax Agency (AEAT) reported that more than 7 million phone calls were handled during the 2025 income‑tax filing campaign, setting a new record for taxpayer assistance. The calls were processed through a cloud‑based platform provided by Telefónica and powered by Zoom Phone, which enabled the agency to manage up to 637,000 calls in a single day and maintain 7,200 simultaneous communications with agents.

Technical performance was high, with over 99 % of interactions completed successfully. The agency also disclosed that 25.613 million tax returns were filed, a 4.2 % rise from the previous year, with 16.376 million resulting in refunds and 7.475 million requiring payment. About 1.216 million taxpayers used the "Le Llamamos" phone assistance service during the campaign.