Makedonski Telekom | Telecommunications
Seamless Platform Migration
Seamless Migration to the Sprinklr Unified CX Platform
With the support of infinit.cx, Makedonski Telekom successfully transitioned to the Sprinklr Unified Customer Experience Platform, delivering the project on time, efficiently, and with a strong foundation for future growth.
Meet the Client
Makedonski Telekom is North Macedonia’s leading telecommunications provider and part of the Deutsche Telekom Group. The company offers a broad portfolio of communication and customer service solutions and is recognized for technological innovation and reliable service delivery.
The Challenge
As part of its customer service transformation strategy, Makedonski Telekom faced the challenge of migrating its existing contact center platform to a modern, future-ready environment within a tight timeframe. The organization needed to maintain uninterrupted service operations while creating a scalable foundation for innovation and long-term growth.
Approach & Impact
Collaborative Project Approach
The Group-wide rollout of the new platform by Deutsche Telekom provided the strategic framework for the transformation. For the local implementation, Makedonski Telekom selected infinit.cx as its implementation partner, relying on extensive expertise to efficiently deploy the new voice services on the Sprinklr Unified CX Platform and ensure a practical, business-focused execution.
Structured Blueprint Framework
The project was built on a clearly defined blueprint approach that combined Group-wide standards with the flexibility to address local business requirements. This structured methodology optimized the use of time and resources, reduced complexity, and ensured a secure and predictable implementation.
Seamless Deployment and Synergy Realization
The collaboration between Makedonski Telekom, infinit.cx, and Deutsche Telekom headquarters was characterized by close alignment, transparency, and a strong focus on practical execution. Existing processes were seamlessly migrated to the new platform architecture, while country-specific requirements were incorporated with precision, maximizing synergies across the organization.
Delivering Lasting Business Impact
The project was completed on schedule and successfully transitioned into operation. Today, Makedonski Telekom benefits from a modern, open platform that intelligently unifies voice, chat, and email interactions. At the same time, it provides the technological foundation for expanding omnichannel capabilities and introducing AI-powered customer service innovations.
200
Users
Go-Live
Project Start: August 2024
Go-Live: June 2025
Approach
Blueprint-Based, Agile, One Unified Team
From day one, working with infinit.cx was a true partnership and a very positive experience. Their experienced team kept communication clear and efficient, delivering the project with the right balance of structure and pragmatism. The blueprints developed together with Deutsche Telekom’s central team enabled us to implement Group-wide standards while maintaining the flexibility needed to address local requirements. We are highly satisfied with the outcome and look forward to continuing our successful collaboration.
Zoran Milevski, Head of Multimedia and VAS Platforms | Makedonski Telekom
Looking Ahead
With the platform successfully in place, Makedonski Telekom is now expanding its use of the Sprinklr Unified CX Platform by activating advanced omnichannel capabilities and AI-driven services. This next phase will further enhance customer engagement, streamline operations, and support continuous improvement across the organization.
