Makedonski Telekom | Telecommunications | North Macedonia

Seamless Platform Migration

Makedonski Telekom needed to modernize its customer service platform without disrupting day-to-day operations. By migrating to the Sprinklr Unified CX Platform, it created a stable foundation for future service development.

 

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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. The migration was completed on time and efficiently, providing 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

Customer service transformation required Makedonski Telekom to migrate their existing contact center platform to a modern, future-ready environment within a tight timeframe. At the same time, service operations had to continue without interruption while the new platform provided a scalable foundation for innovation and long-term growth.

 

Approach & Impact

Collaborative Project Approach
At Group level, Deutsche Telekom defined the strategic framework for the platform rollout. 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 followed a clearly defined blueprint 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 controlled, reliable, and timely implementation.

Seamless Deployment and Synergy Realization
The collaboration between Makedonski Telekom, infinit.cx, and Deutsche Telekom headquarters was close, transparent, and strongly focused on practical execution. The joint team seamlessly migrated existing processes to the new platform architecture and incorporated country-specific requirements with precision, fully aligning to the Group standards.

Delivering Lasting Business Impact
Today, Makedonski Telekom benefits from a modern, open platform that intelligently unifies voice, chat, and email interactions. Sprinklr Unified CX provides a future-proof foundation for expanding omnichannel capabilities and introducing AI-powered customer service.

 

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

Next Steps

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.

 

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