Deutsche Telekom
Deutsche Telekom scales service with Webex Contact Center and Webex AI
Webex Contact Center supports 2,800 agents, cuts costs by over 30%, and delivered ROI within the first year.
Scaling B2B customer service with Webex
Deutsche Telekom modernized its B2B contact center with Webex Contact Center, consolidating operations and supporting about one million customer interactions each month. The company now serves 2,800 agents across 4,500 voice entry numbers, while giving supervisors integrated queue data and teams a flexible foundation for AI and future expansion.
150%
increase in platform usage
30%+
reduction in costs
1YR
to achieve return on investment
~1M
customer interactions handled
Customer story
Modernizing B2B customer service at scale
A seven-month migration gave Deutsche Telekom a more flexible contact center for 2,800 agents and approximately one million monthly interactions.
Challenge
In 2024, Deutsche Telekom shifted contact center ownership to its line of business. Its existing UCCE and Genesys environment supported about 1,500 agents and 1,200 voice entry numbers, but it lacked the flexibility to integrate new IT tools quickly and support growing demand. The company needed to modernize on an ambitious timeline while preserving security, data privacy, and support for specialized use cases.
Solution
After selecting Webex Contact Center in December 2024, Deutsche Telekom assembled a dedicated 10-person team and completed a seven-month migration. The new platform now supports about 2,800 agents and 4,500 voice entry numbers. The team reduced hundreds of call flows down to a few, adopted skill-based routing, and gave supervisors real-time queue statistics in the Supervisor Desktop. It’s also trialing Webex AI Agent and AI Assistant, using Topic Analytics, and integrating email through Webex Connect. Webex Calling and the broader Webex Suite are planned for a later phase.
Results
Platform usage increased 150%, costs fell by more than 30%, and Deutsche Telekom achieved return on investment within the first year. The company handles about one million customer interactions each month and integrates the contact center with 26 Salesforce instances. Supervisors can monitor queues and workloads without manual reporting, while agents benefit from better documentation support and faster knowledge transfer. The migration also strengthened collaboration between IT and contact center teams.
What changed
A more agile contact center.
Webex capabilities help Deutsche Telekom simplify
operations, improve supervisor visibility, and prepare for
AI-enabled service.
Simplified call flows
The team reduced hundreds of separate call flows to a few standardized flows and uses a JSON-based approach to roll out updates across hotlines.
Real-time supervisor insight
Integrated queue statistics help supervisors monitor call volumes, balance workloads, and oversee operations without manual reporting.
AI for agents and customers
Deutsche Telekom is trialing Webex AI Agent and AI Assistant to automate routine workflows and support agents with transcription, summaries, and real-time knowledge.
Webex capabilities support contact center transformation.
From Deutsche Telekom Solution Architect Sebastian Leuser
A customer and supervisor perspective.
The contact center is our interface with the customer. We are always searching for the best tools to provide our agents the possibilities to deliver the best possible service to our customers if they have issues or any questions about Deutsche Telekom’s services.
Before we decided on Webex Contact Center, we had a long evaluation phase evaluating data privacy, security features, and also flexibility, because we have lots of special use cases inside our existing solution. The openness of the APIs was also a reason to decide on Webex Contact Center. We could create much more flexible solutions than with other solutions.
Our supervisors love the queue statistics natively integrated into the supervisor desktop. Based on that information, they can manage, monitor, and supervise the entire solution and manage the load for different agents.
The benefit of combining Webex Contact Center, Webex Suite, and Webex Calling is in providing seamless solutions for agents and administrators. Agents can steer the soft phone based on the Webex agent desktop and see the presence and status of their peers, and administrators have one single pane of glass for administration, configuration, analytics, and solution troubleshooting.
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