Deutsche Telekom rings in the future of CX with AI-powered CCaaS

As customer expectations evolve in an increasingly digitized world, the company has proactively adapted to deliver personalized, omnichannel experiences, demonstrating its commitment to staying ahead of the curve and meeting customer needs.  

“Customer service is a top priority for us because it’s a real differentiator in our industry,” says Bianca Löwemann, senior innovation manager at the company. “We want to have the best product, the best network and the best customer service. And to provide the best customer service, we need channel-less and seamless solutions.” 

Half of Deutsche Telekom’s 245 million customers are digital natives who expect immediate, high-quality customer service across social media, self-serve options and traditional contact centers. Recognizing the opportunity to enhance the customer and employee experience, Deutsche Telekom decided to transition from its legacy on-premise contact center to a unified platform. To elevate the customer experience (CX) across channels and empower employees to provide superior customer service, Deutsche Telekom turned to Sprinklr. 

“We want to break down silos across our customer-facing teams and foster better collaboration,” says Maik Lohse, head of social media and digital services lead at Deutsche Telekom. “With Sprinklr, we’ve unified social and customer service on one platform.” 

Centralizing social media management 
Deutsche Telekom began by consolidating all social listening, engagement and messaging with Sprinklr Social. This unified platform streamlines communication and provides a holistic view of customer interactions across social media channels, empowering agents to provide more personalized service. The team also uses Sprinklr’s Digital Asset Management solution to give teams visibility into all marketing materials. “All assets can be used by both marketing and customer service to provide a better customer experience and foster sales,” Löwemann says. 

Enhancing the customer and agent experience 
Previously, each of Deutsche Telekom’s contact centers had its own set of solutions. Now, the company has 180 agents in Germany that use Sprinklr Service for social customer care, improving both the customer and agent experience. Customers benefit from faster response times, as agents can access all relevant customer information and history in one place. This eliminates the need for customers to repeat information across channels and ensures a smoother resolution process. With Sprinklr's social listening and engagement features, agents can proactively identify and address customer concerns on social media before they escalate into bigger issues. 

Deutsche Telekom is gearing up to deploy Sprinklr's cloud-based, AI-powered Contact-Center-as-a-Service (CCaaS) solution across 11 countries. This ambitious project will migrate 41,000 agents to the platform within 18 months, creating a unified contact center solution for Deutsche Telekom across Europe. “Our agents are the face of our brand. We want to use AI-powered solutions to help them — but never to replace them,” explains Löwemann.