T-Mobile has historically held itself loyal to its legacy platforms, ranging from Atlas for geolocation services and as an internal customer management platform for its call center agents. Atlas was then taken over by Expert Assist, an AI-powered, real-time backend tool used by T-Mobile’s Team of Experts customer care representatives. It primarily functions as a “cheat sheet” that processes conversations as they happen, instantly surfacing relevant account data, service history, and the Next Best Action to the agent supporting the customer virtually. For retail stores, T-Mobile has used Magenta Welcome for customer experiences in stores. While Magenta Welcome was originally created to greet customers in stores, its scope developed to offer more customer-related capabilities, like viewing T-Mobile offers and promotions that customers qualify for, allowing users to notify stores of their arrival, check into queues, and conduct transactions independently, all while integrated to the T-Life app.

In 2026, our Assisted Team took on the task of revamping both Magenta Welcome and Expert Assist into a unified design experience, managing both the Retail and Care environments with one central platform, eliminating customer experience gaps. T-Retail houses all the customer touchpoints in one central viewport, eliminating the hassle of tablets freezing while opening and closing out of isolated apps. This design evolution from three separate platforms onto a unified experience serves both Retail and Care associates and stands as a simple solution: one system, zero paper, no dead ends.