At PegaWorld 2025 in Las Vegas, Deutsche Telekom won the Industry Innovation Award in the Communications category for HRCules, an AI-driven HR service and case management solution by Deutsche Telekom Services Europe (DTSE) and T-Systems. Built on Pega, HRCules simplifies and enhances HR operations, showcasing Telekom’s continued commitment to innovation in its 30th anniversary year
HR processes at a company like Deutsche Telekom are highly complex, driven by the sheer number of tasks, a mix of local and global employees, and differing procedures for civil servants and regular staff. This complexity was further compounded by a historically fragmented tool landscape, riddled with process and media gaps that required significant manual effort.
To address this, Deutsche Telekom modernized its HR operations by digitalizing and transforming over 500 request-based processes. This transformation couldn’t happen overnight. What makes the approach unique is the use of the Pega platform, which enables a step-by-step, focused rollout with its powerful capabilities. It allows prioritization of key areas, gradually replacing legacy systems, and adapting to new challenges as they emerge.
The Pega hyperautomation platform integrates case management, robotic process automation (RPA), artificial intelligence (AI), and low-code tools, creating a robust technological foundation to tackle complexity head-on.
Combining DTSE’s deep HR process expertise with the strong IT capabilities of the T-Systems implementation team, HRCules delivers a seamless, end-to-end HR experience. Powered by Pega Customer Service, the solution boosts operational efficiency while offering a user-centric interface, low-code workflows, and AI-driven automation.
The results speak for themselves: customer satisfaction scores have significantly improved, clearly reflecting the enhanced employee experience. Efficiency is at the heart of HRCules. Key achievements include:
• Up to 15% fewer customer contacts by consolidating voice, email, chat, and web-based self-services into a single input channel
• Up to 30% reduction in effort through smarter process support
• Up to 50% less manual work, thanks to intelligent system integration and automated data transfer
These improvements not only drive performance, but also increase job satisfaction, giving HR teams more time to focus on strategic tasks.
HRCules stands as a testament to the power of cross-functional collaboration and alignment across the Telekom organization.
The collaborative Magenta journey doesn't end here. HRCules will expand with new AI capabilities, additional processes, and wider regional deployments in 2025 within DTAG. T-Systems and DTSE continue to drive this evolution through scalable infrastructure, innovation, and close collaboration with all Magenta stakeholders.
This recognition is a strong validation of our shared mission and vision. As part of the Magenta family, T-Systems remains committed to enabling people-centric transformation within Telekom and for non-Magenta customers beyond.
