Case Study: Telekom Deutschland achieves faster, more convenient customer experience — 33% more app downloads and 20% faster chat handling with Genesys

Telekom Deutschland finds the way to an unbeatable customer experience with faster and more convenient service

Telekom Deutschland, one of Germany’s largest telcos with about 70,000 employees and 40 million customers, set out to deliver “delight and simplicity” in a highly competitive, commoditized market. The company faced fragmented contact centers and siloed systems and needed to unify customer service while giving customers faster, more convenient ways to engage.

Telekom consolidated its contact centers onto the Genesys Customer Experience Platform, created an omnichannel unit and rolled out the Genesys Digital Engagement Center plus a mobile app with click-to-call and chat. The changes boosted app downloads by 33%, cut chat handling time by about 20%, delivered stronger real-time customer feedback and enabled faster, more effective agent interactions that improved renewals, win‑backs and upsell opportunities.

Telekom Deutschland

Gero Niemeyer

Managing Director