Case Study: T-Mobile Czech Republic achieves 7% increase in service levels and 30% higher agent productivity with Genesys

Contact center transformation is game-changer for T-Mobile Czech Republic

T‑Mobile Czech Republic, a leading telecom service provider with about 800 contact-center agents, struggled with manual back‑office task assignment: team leads spent hours pulling CRM queues into spreadsheets, agents cherry‑picked easy jobs, and urgent or complex cases were often delayed—hurting service levels and workplace satisfaction.

By integrating Genesys routing, process automation and workforce planning with Clarify and Siebel CRMs, T‑Mobile automated about 85% of workload routing and enforced priority and deadline rules. The change boosted service levels by 7%, increased agent productivity by 30%, and earned roughly 95% agent approval with overall satisfaction improving to 1.5 (where 1 is best).

T-Mobile Czech Republic

Jan Masek

Senior Customer Service Operations Manager