Case Study: Deutsche Telekom achieves seamless AI-powered omnichannel customer service with Sprinklr

Deutsche Telekom rings in the future of CX with AI-powered CCaaS

Deutsche Telekom, the global telecommunications leader, needed to keep pace with rising customer expectations in a highly digitized market by delivering seamless, personalized, omnichannel service. To move beyond its legacy on-premise contact center, the company turned to Sprinklr, using Sprinklr Social and Sprinklr Service to unify customer engagement and service across channels.

Sprinklr helped Deutsche Telekom centralize social listening, messaging, and customer care on one platform, while also supporting digital asset management for better collaboration between marketing and service teams. The company already has 180 agents in Germany using the platform and plans to roll out Sprinklr’s AI-powered CCaaS across 11 countries to migrate 41,000 agents within 18 months, with expected gains in faster resolution, improved personalization, stronger engagement, and higher sales and conversions.

Deutsche Telekom

Bianca Löwemann

Senior Innovation Manager