Case Study: T-Mobile achieves world-class customer care, reduced churn and rapid growth with Webex by Cisco

T-Mobile - Customer Case Study

T‑Mobile, a leading communications and technology company with roughly 40,000 employees, faced the challenge of managing customer support across multiple channels, correcting inconsistent call routing, and differentiating its service to improve the customer experience while scaling rapidly. Prior to the project, these issues threatened service quality and operational efficiency as the company grew.

Using Cisco Unified Contact Center Enterprise, Cisco Finesse Agent Desktop and Webex Teams, T‑Mobile fine‑tuned routing to ensure calls reach the right agents and deployed the platform across 16,000 agents. The solution supported dramatic growth—customers increased from 33 million to 83 million—while agent attrition fell from 42% to 22% and churn declined from 2.5% to 0.78%.

T-Mobile

Tamara Jensen

Sr. Technical Product Manager