Case Study: T-Mobile achieves unified hybrid collaboration and exceptional customer experiences with Webex by Cisco

T-Mobile is bringing 5G access to everyone, with the help of Webex

T‑Mobile, focused on bringing 5G to customers, faced a fragmented mix of devices and software while supporting a widely distributed, hybrid workforce and the need to deliver exceptional customer service (including through a major merger). They needed an intuitive, consistent collaboration and contact‑center solution to keep teams connected and customers satisfied.

Webex replaced T‑Mobile’s patchwork tools with a unified suite—Meetings, Calling, Devices and a cloud Contact Center—providing integrated devices, modern meeting experiences and intelligent call routing for remote agents. The result was seamless, consistent collaboration across the organization, smoother merger communications, improved contact‑center efficiency, higher customer satisfaction and reduced agent attrition.

T-Mobile

Darcey Estes

Vice President of Corporate Real Estate & Facilities